What do when things go wrong with deliveries
Christmas can be a very stressful time and the cost of living crisis and strikes are making things more difficult. So what are your rights when it comes to strikes so that at least you aren’t left more out of pocket?
I paid for a named date delivery but it didn’t arrive what are my rights?
You are entitled to this cost back. For example if you paid £5.00 for next day delivery and it didn’t arrive until days later you are entitled to this charge back as the retailer is in breach of contract.
I paid for a delivery and it arrived late what are my rights?
In theory you can complain about poor service to Royal Mail. But delayed post compensation is usually a book of stamps. However, Royal Mail could argue that enough notice was given and you should have allowed for a delay when posting. That said you may be dealing with items more important than a Christmas card such as financial documents and you lost out financially and want compensation. You can use the Royal Mail website for submitting a claim and be VERY clear about exactly why you are claiming and the loss to you.
If you are not happy with the response you can request that the complaint be referred to the Royal Mail Escalated Customer Resolutions Team. If you are then unhappy with their response you can take the matter to the Postal Review Panel which will review your case and issue a final response. If the complaint can still not be resolved the panel will issue a deadlock letter in order for you to ask the Independent Postal Redress Scheme to investigate your case.
The item was despatched on time but was late due to the Royal Mail strike what are my rights?
Unfortunately the retailer has completed their part of the contract. The strike is out of their control so do allow for this when ordering items. The retailer would be wise to make a note on their listing advising to allow for delays if using Royal Mail.
Please allow the extra time and support small businesses in particular. If they despatched in time it’s not their fault if the item is late. I’m hearing some awful stories about customers being really rude about late deliveries. Small businesses need support not abuse.
I don’t want the item now as it arrived too late can I return it at no cost?
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days cooling off period for changing your mind. A further 14 days is provided from this date to return the item. Whether you pay for the return will depend on the retailer’s terms and conditions. However, if the listing and therefore what you agreed to says that you will receive the item by a set date then you could argue that the retailer is in breach of contract and should pay return postage.
The retailer used a courier not Royal Mail are my rights different?
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In this case if the retailer has said you will receive an item within x number of days and it arrives too late and you want to return it then you should not pay return postage.
I want to complain about my delivery to whom do I complain?
Your contract is always with the company to whom you paid the money so do not contact the courier. Don’t be fobbed off by the retailer, let them spend the time dealing with the courier.
The package was left on my doorstep and it was stolen who is responsible?
If you said the doorstep was a “safe place” then it will be your responsibility. However, if you did not say this then the delivery has not been undertaken with reasonable care and skill under the Consumer Rights Act 2015. Contact the retailer for a full refund of all costs or replacement.
The package is damaged what are my rights?
Under the Consumer Rights Act 2015 you are entitled to goods that are free from defects, are of satisfactory quality, match the description and last a reasonable length of time. So if the item does not meet any of this criteria you are entitled to a full refund up to 30 days from purchase and after that time the retailer could offer a replacement or repair. You do not pay for return postage.
The retailer is fobbing me off and not honouring something above what can I do?
Always:
- Put your complaint in writing
- Explain the law above
- Tell them exactly what you want to happen and what you will do if you do not receive a satisfactory response, which could be sharing your experience on relevant review platforms, informing Trading Standards or going to the Small Claims Court
- Contact the CEO get the details from ceoemail,com. The CEO is unlikely to respond personally but it does get the matter escalated, usually to an executive team who will resolve the issue.
What can I do about a replacement gift?
Support small businesses and take a screenshot of the item you bought and wrap that up and say it is on its way.
Don’t panic buy into something that will be unwanted.
Make something or gift your time see How to save money and give thoughtful gifts this Christmas
Rail strikes consumer rights
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See Rail strikes: Your travel and refund rights which answers all your questions about tickets you have paid for and consequential loss.
BBC Breakfast - Deliveries and your rights
11/01/23 BBC Breakfast parcel deliveries
More about saving money and consumer rights at Christmas
Saving money and your rights at Christmas various posts and articles.
More help with complaints
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