Has something you ordered not arrived?

IF SOMETHING you’ve ordered hasn’t arrived, you should contact the seller to find out where it is. It’s the seller’s legal responsibility to make sure the item is delivered to you.

They should chase the delivery company and let you know what’s happened to your item.

If your item wasn’t delivered to the location you agreed

(for example, it was left with your neighbour without your consent), it’s the seller’s legal responsibility to sort out the issue.

If the item doesn’t turn up, you’re legally entitled to a replacement or refund.

You can write to the seller and ask them to deliver the item again. You should do this if the item wasn’t delivered within a reasonable time or the item wasn’t delivered by an agreed date.

You can write, or email, the seller and include these lines: “Failure to deliver within a reasonable time and outside of the agreed deadline is considered to be a breach of contract.

“I am now making time of the essence and request the item be delivered within 14 days of receipt of this letter.”

You can ask for your money back if you don’t receive the item either:

Within 30 days of buying it On the date you agreed with the seller - if it was essential to receive it by then (e.g. for an event then or shortly after)

If the seller refuses to give you your money back, you should put your complaint in writing – follow their complaints procedure if they have one. If that doesn’t work you could:

Contact their trade association – look on their website for this information, or contact them to ask

Use an alternative dispute resolution scheme – it’s a way of solving disagreements without going to court, where a third party will mediate to try and reach a solution

You might also be able to get your money back through your bank or payment provider – this depends on how you paid.

If you paid by debit card contact your bank and say you want to use the ‘chargeback scheme’.

If you paid by credit card and the item cost less than £100, you should contact your credit card company and say you want to use the ‘chargeback scheme’.

If the item cost more than £100 but less than £30,000, contact your credit card company and say that you want to make a ‘section 75’ claim to get your money back.

If you paid using PayPal use their online resolution centre to report your dispute. You must do so within 180 days of paying.

If you think the seller’s broken the law, for example, by taking your money and refusing to deliver your item, you should report them to Trading Standards.

They may be able to investigate and even prosecute the seller, but won’t usually be able to get you your money back.

You can get help, information and advice from your local Citizens Advice or visit www. citizensadvicewokingham. org.uk or contact Citizens Advice Wokingham at

Second Floor, Waterford House, Erfstadt Court, Wokingham RG40 2YF. Tel: 0300 330 1189. email: public@ citizensadvicewokingham. org.uk