AND WHAT TO DO IF IT NEVER TURNS UP

UNDER the Sale of Goods Act, the buck always stops with a retailer, not their courier.

While it makes sense initially to chase the delivery firm, the law dictates that, when things go badly wrong, you should complain to the vendor. If a parcel is missing or damaged retailers have a legal duty replace the goods, or to refund you.

If its failure to arrive on time leaves you out of pocket, for example, if you have to take time off work, you could be entitled to compensation. If you incur other expenses, these must also be refunded. You are always obliged to keep your costs to an acceptable minimum.

Consumers who shop online have extra protection under the Distance Selling Regulations. If an order does not arrive within a reasonable amount of time you can cancel an order, at no cost.

If the seller promised goods would arrive by Christmas, and they turn up late, they are in breach of contract and you can demand a refund. I f you believe you deserve compensation, try first making a claim using the company’s standard late delivery procedure, often detailed on their website.

If this is no good, complain by phone to the retailer, and then in writing. Keep copies of all correspondence and receipts.

If you send a request for compensation via email and don’t get a response, post a recorded delivery letter.

If all else fails, take the company to court using the small claims process.