Western Daily Press (Saturday)
What to do if the parcel company fails to deliver
All of the evidence suggests it’s going to be a much more austere Christmas this year with many readers telling me they are cutting right back on their purchases.
However, it’s sales season, which means you might be tempted to get the bulk of the gift shopping out of the way in the coming weeks.
Because of the way we shop, millions of people are now reliant on package delivery companies.
Yet there’s still a huge amount of confusion about consumer rights and deliveries.
So here’s my definitive guide.
Missing and damaged parcels and your rights
The number one thing to remember is your contract is with the retailer not the delivery firm. Unless you’re the seller, of course.
That means the retailer is fully responsible for getting the goods to you and replacing or refunding you if there’s a problem.
The delivery firm is basically a contractor working for the business, so the shop should deal with them for you – and it’s far easier for them to track the package too.
So it’s not your fault if your parcel is:
Left somewhere you haven’t authorised and goes missing or gets damaged.
Left with a neighbour you haven’t permitted.
Left in a communal or unsecured area.
Is broken or damaged when you open it (you don’t have to open on delivery, but your return rights have time limits).
What if the firm claims the delivery has been made?
Complaints commonly involved deliveries that weren’t attempted – where someone had been in all day and had not heard a knock or ring of a doorbell – but have also increasingly involved allegations of faked signatures or dubious photos.
Since the pandemic, I’m hearing a lot more about a new phenomenon. ‘Knock and run’ deliveries are where you receive a knock or ring on your door only to catch a glimpse of the delivery man or woman beating a hasty retreat.
This is often because of the ludicrous targets set by the delivery companies, so spare a thought for the courier. However, it means it’s even harder to prove the delivery was made to the right place if you are out.
Don’t get too wrapped up in the details. If you’re disputing that a delivery was made, take it up with the retailer. Just explain in simple terms what’s happened and ask them to take it up with the contractor. This doesn’t affect your refund rights.
Delivery dates
You are entitled to expect your goods to be delivered on the agreed date that you were given when your order was placed. If no date was given or agreed, the trader must get your purchases to you within 30 days of the order being placed. If this does not happen, you are entitled to a full refund. If you paid a supplement for a specified time or date of delivery, you can ask for this back.
If strike action is under way, then check with the delivery company first before sending. Some postal delivery methods still have guarantees so if the firm fails to deliver when it said it would, you might be able to get your money back or compensation.
Deliveries from abroad
Problems with orders from other countries are one of the fastestgrowing areas of complaint, as more and more foreign firms target your wallet through online websites and social media advertisements.
Returns can also be difficult and expensive. So before you buy from a non-UK firm, check:
If they have a UK website. Look for a UK address and confirm in writing that they are sending from the UK.
If the prices are in sterling. If it’s not you pay the exchange rate at the point the firm debits you, so it can fluctuate quite a bit. You will probably pay bank or credit card processing charges, too.
What the policy is for returns and how to contact the firm if something goes wrong.