Be aware of your rights before you go online shopping

If the goods you ordered online have not arrived within a reasonable period of time, the first thing you should do is contact the seller and let them know there has been a problem.

You could ask them to check they shipped to the correct address, and if they have, ask them to follow-up with the delivery company.

If the seller is a New Zealand retailer, then they are responsible for ensuring the goods are delivered on time (or within the agreed period) and in acceptable condition.

If this hasn’t happened you are entitled to ask for a refund and a cancellation of your order, or have a replacement sent to you. Whether the seller is based in New Zealand or overseas you may be able to get your money back — but this could depend on how you paid for the goods.

Any online retailer or private individual you buy from should provide you with a tracking number to follow the progress of your parcel.

Courier companies should have a clear process for dealing with lost, mis-delivered, or damaged goods.

You will normally need to provide as many details as possible including the sender and recipients’ addresses as well as the tracking number.

Most couriers carry goods with limited liability, meaning they are liable for up to $2000 worth of loss or damage for each parcel.

Under the Consumer Guarantees Act the courier company must provide their service with reasonable care and skill, so they are required to compensate you if they have lost your parcel.

You generally have far fewer rights when buying from a private seller than a trader. For example, private sales are not covered by the Consumer Guarantees Act or the Fair Trading Act so make sure you check out what you are buying — and from whom — before you commit.

Make sure you get a receipt and the name and address of the seller, and record anything the seller has told you about the item.

If anything goes wrong, you can use this information to track down the seller and/or make a claim at the Disputes Tribunal.

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For free and confidential advice and information on this or any other matter visit the Palmerston North Citizens Advice Bureau (CAB) in Hancock Community House, 77 King St. CAB is open weekdays 9am-4.30pm, call 357 0647 or 0800 367 222. We have a free legal advice service by qualified lawyers most Thursdays at 6pm, and a JP is available on Tuesdays noon-2.30pm.