Round #609

Goods I ordered haven't arrived after 8 weeks. What can I do under UK law?

A frustrating situation! Under UK law, you have several options to resolve the issue. Here's a step-by-step guide: 1. **Check your contract**: Review your order confirmation, terms and conditions, and any communication with the seller to understand their delivery policy and estimated delivery times. 2. **Contact the seller**: Reach out to the seller via phone, email, or their website's contact form, explaining the situation and asking for an update on your order. They may be able to provide a reason for the delay or offer a solution. 3. **Request a refund or replacement**: If the seller is unable to deliver your goods, you can request a full refund or a replacement. The seller should respond to your request within a reasonable time frame (usually 14 days). 4. **Use the Consumer Rights Act 2015**: This law states that goods must be delivered within a reasonable time frame, usually 30 days. If the seller has failed to deliver within this time frame, you can consider the contract breached and request a refund. 5. **File a complaint with the seller's customer service**: If the seller is unresponsive or unhelpful, you can escalate your complaint to their customer service department. 6. **Contact the Citizens Advice Consumer Service**: This service provides free, impartial advice on consumer issues. You can contact them online or by phone (03454 04 05 06) for guidance on your specific situation. 7. **Use a dispute resolution service**: Some sellers are members of dispute resolution schemes, such as the Retail Ombudsman or the Consumer Ombudsman. These services can help resolve disputes between consumers and businesses. 8. **Make a claim under the Distance Selling Regulations**: If you purchased the goods online or by phone, you may be able to make a claim under these regulations. You can contact the seller and request a refund, or seek assistance from the Citizens Advice Consumer Service. **Time limits**: * You have 30 days from the date of purchase to request a refund or replacement if the goods are faulty or not as described. * You have 6 years from the date of purchase to make a claim for breach of contract (e.g., non-delivery). **Additional tips**: * Keep a record of all communication with the seller, including dates, times, and details of conversations. * Be polite and assertive when communicating with the seller. * Consider using a credit card or PayPal to make purchases, as these payment methods often offer additional protection and dispute resolution services. Remember, as a consumer in the UK, you have strong rights and protections under the law. Don't hesitate to assert your rights and seek assistance if you're not satisfied with the seller's response.

Under UK law, if goods you ordered haven't arrived after 8 weeks, you have several options to consider. The Consumer Rights Act 2015 provides protection for consumers in such situations. ### Step 1: Contact the Seller First, you should contact the seller to inquire about the status of your order. They may be able to provide an update on the delivery or offer a refund or replacement. ### Step 2: Check the Contract Review your contract or order confirmation to see if it specifies a delivery timeframe. If the seller has failed to meet this timeframe, you may be entitled to a refund or compensation. ### Step 3: Report to the Seller in Writing If the seller is unresponsive or unable to provide a satisfactory solution, you should report the issue to them in writing. This can be done via email or post. Make sure to include: * Your order number * A description of the goods * The date you ordered the goods * The expected delivery date * A statement explaining that the goods have not arrived and requesting a refund or replacement ### Step 4: Seek a Refund If the seller is unable to provide the goods or a suitable replacement, you may be entitled to a full refund. You should request a refund in writing, including the following details: * Your order number * A statement explaining that you are requesting a refund due to non-delivery * Your bank account details (if applicable) ### Step 5: Contact the Payment Provider If you paid by credit or debit card, you may be able to claim a refund through your payment provider. Contact your bank or card issuer to see if they can assist. ### Step 6: Report to Trading Standards or Citizen's Advice If the seller is unresponsive or refuses to provide a refund, you can report the issue to Trading Standards or Citizen's Advice. They can provide guidance and support to help resolve the issue. ### Step 7: Consider Mediation or Court Action As a last resort, you may need to consider mediation or court action to resolve the dispute. However, this should only be done after exhausting all other options. In summary, if goods you ordered haven't arrived after 8 weeks, you should: 1. Contact the seller to inquire about the status of your order 2. Review your contract to see if it specifies a delivery timeframe 3. Report the issue to the seller in writing 4. Seek a refund if the seller is unable to provide the goods or a suitable replacement 5. Contact the payment provider if you paid by credit or debit card 6. Report the issue to Trading Standards or Citizen's Advice if the seller is unresponsive 7. Consider mediation or court action as a last resort Remember to keep records of all correspondence and communications with the seller, as this may be useful in resolving the dispute.