Latest column from Denbighshire Citizens Advice is:
Q: I’m
a bit anxious about going out into shops at the moment so I want to do more
shopping online, but there have been things in the news about delivery
problems. I’m worried about not receiving things on time or packages being
lost. What should I do if my parcel goes missing?
A: When
you’re online shopping, it’s not always clear whom to contact if things go
wrong.
As
a customer, your contract is with the seller that you bought the item from.
It’s the seller’s responsibility to make sure the item is delivered to you.
They should chase the courier to find out what happened to your order if there
is a problem.
If
your parcel hasn’t arrived:
·
Check the delivery address you gave the
seller, to make sure it’s correct
·
Then contact the seller and ask where
your order is
·
If the seller claims they’ve delivered it
or doesn’t know where it is, you can ask for a redelivery. You might be able to
get a refund in some circumstances where the delivery time was essential and
you let the seller know ahead of time.
Under
the Consumer Rights Act 2015, you can ask the seller to deliver the item to you
again if the item wasn’t delivered either by an agreed date, or within a
reasonable time – usually 30 days.
If
the new delivery fails to come within a reasonable time, you cans ask the
seller for a refund.
If
your parcel was left somewhere:
Another
problem people face is when parcels get left in different places, for example
outside or with a neighbour.
If
your item was delivered by Royal Mail:
If
Royal Mail left your package with a neighbour or in a certain place because you
told them to, it’s not the seller or Royal Mail’s responsibility if it gets
lost.
If
they leave it somewhere you hadn’t instructed, it’s the seller’s responsibility
if it gets lost.
You
should contact the seller to ask for a redelivery or a refund.
If
the item was delivered by a courier:
Check
your terms and conditions or account details – they might include other places
for delivery, like your porch or a neighbour’s house. If you agreed to them,
it’s not the seller’s or courier’s responsibility if your order has gone
missing. However if you did not agree to this, then it’s the sellers
responsibility if your order goes missing.
If
you ordered something from a private seller or you’re still having trouble
after trying the tips above, you can contact the Citizens advice Consumer
Helpline for help on 0808 223 1133
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