Posted on: Friday, December 27, 2002

Advance work makes returning goods easier

By Paula Rath
Advertiser Staff Writer

Returning online and catalog items Since shipping can be a big issue and a bigger expense in the Islands, it's smart to read return policies before ordering online or from a catalog. Lucky magazine offers these insights: • Shipping: The standard is for the customer to pay return shipping costs unless the product arrived damaged or defective. Some companies, such as Old Navy and Nordstrom, foot the bill. • Can I return purchases at the store? Some stores will accept returns of online and catalog sales. Among them are Neiman Marcus, Gap and Sears. Be sure to call a local store first, however, to check on its policies. • What if I lost my receipt? Call the company and ask for a return merchandise authorization. If the store agrees, it will give you a reference number to include in your return package. • Are there hidden fees? Watch out for a "restocking fee," which can run 10 to 15 percent of the item's cost. Read the small print, and phone before mailing the item back.

Even the savvy shopper can make a mistake.

Sometimes the shoe isn't comfortable once you get on the sidewalk in it, or your cousin already bought that new book. Whether shopping for a gift or for oneself, there comes a time when we have to make a return.

Though many of us would rather give the item to charity than face the embarrassing prospect of returning it, we really shouldn't feel such shame. Return policies exist to benefit the customer as well as the seller, so, ideally, returns should run smoothly. Here are some guidelines to help manage the maze of rules set down by retailers.

Stores are required to post their return policies where customers can see them. Even if you're madly in love with your purchase and can't imagine ever taking it back, it's smart to take a moment to read the policy.

First and foremost, keep the receipt. It's your ticket to a smooth return. The receipt proves unequivocally that you bought the item from that store on that date, for that amount, and not on sale at the swap meet or a factory outlet.

To make a return even easier, write down (preferably on the receipt) the name of the salesperson helping you at time of purchase. If you go back to the same salesperson, chances are your transaction will be remembered and the return honored with aplomb.

If you don't have the receipt, it helps to have the original box and tags. Calling the store in advance, and asking for the salesperson who sold you the item, can go a long way to facilitating the return.

At Macy's, the CRL (customer return label) on the garment tag is a valid proof of purchase and will allow for a smooth exchange, credit or merchandise credit. If the purchase was by credit card, even if the tickets and tags are missing, it can be tracked for up to 180 days.

Promptness is important, because most retailers have time limits on returns. Macy's 180 days is unusually long.

Thirty days is more common, said Susie Metivier, manager of Reyn's Ala Moana. Some stores require returns within a week or 10 days.

It's not smart to wait too long — styles change seasonally, and the item may look dated.

Lucy Chelini of Neiman Marcus said timing is especially important right after Christmas, when things start to go on sale.

"While there's no time limit on returns, the quicker the better," she said. "Our policy is to return the merchandise at the price on the corresponding receipt. Without a receipt, the customer receives the last price that the item was sold."

If you have an established relationship with a salesperson at Neiman Marcus, you can set up a clientele purchase history that tracks every purchase and its price. This can be used for returns or referencing what size was bought, or even checking to see what was bought for a gift last year. A charge account also makes it easy to track.

While most island folks are reasonable about returns, every retailer has a horror story to tell.

Being honest and pleasant, and showing a little aloha, can make the experience easier on both customer and merchant.