West Devon Citizens Advice

I ordered my Christmas presents online, and they have not been delivered. Is there anything I can do to get hold of them or get my money back?

It is the legal responsibility of the company you bought the presents from to make sure the items are delivered.

Contact the seller explaining that you’ve not received the items.  If you paid for named day delivery and it hasn’t arrived on time, ask for the delivery costs to be refunded. You should receive the difference between what you paid and the standard delivery cost.

Set a deadline for when you need the items by (such as two weeks). The seller should contact the delivery company to make sure your item arrives.

If your parcel still doesn’t arrive on the agreed date, you are entitled to a refund or a replacement. Contact the company in writing setting out what you want. Lodge a written complaint if they refuse. If that still doesn’t work, check if the company is part of a trade association and see if they can help, or look for an alternative dispute resolution (ADR) scheme. This is an independent third party who can help you reach a resolution.

For more information and advice contact your local Citizens Advice or visit www.citizensadvice.org.uk.

Copyright Torridge, North, Mid and West Devon Citizens Advice. For the most up-to-date advice, please visit www.citizensadvice.org.uk pop into your local office or call Adviceline on 03444 111 444. Okehampton Citizens Advice (Ockment Centre) Tues & Weds 10-4pm and Fri 10-1pmTavistock Citizens Advice (Kingdon House) Mon, Weds, Fri 10am-2pm

www.ruraldevoncab.org.uk