A consumer rights expert has shared her advice for Brits who risk facing delayed or lost parcels over the Christmas period.
With statistics showing that last year, more than 60% of online shoppers experienced delivery issues during December, Jane Hawkes has advised consumers that they may be entitled to a refund to claim for one.
“Almost 15 million people reported a parcel delivery problem in the peak season running up to Christmas,” says Jane, who runs www.ladyjaney.co.uk consumer advice website.
“When you’ve spent money on postage, and particularly when you’ve paid for a delivery within a certain time frame, this is not only annoying but can ruin what is supposed to be the most wonderful time of the year.
“What many people don’t realise is that when you buy goods you enter into a contract with the retailer and they have a duty to ensure you receive your goods. If I could offer only one piece of advice it would be to make your problem theirs.”
“However, there are many other steps you can take to avoid having Christmas plagued by parcel problems. Here are my top tips.”
- Know your rights
When you agree to buy goods, you enter into a contract with the retailer NOT the courier company. You should complain to the retailer as soon as you become aware of any delay, damage or loss. This also applies if you feel that it is poor customer service on the part of the courier, which has caused the issue.
Under the Consumer Rights Act 2015, it is the retailer’s responsibility to ensure safe delivery of your parcel and if necessary, investigate, find a solution and provide a refund or appropriate redress accordingly.
Retailers are expected to deliver purchases within a reasonable time frame usually within 30 days from the date of purchase. Failure to do so (or after any otherwise agreed deadline) is a breach of contract.
- Don’t be afraid to claim a refund
If your delivery was time specific i.e. a date was specified when you agreed the contract and it does not arrive at the specified time then you can claim for a refund, including postage costs.
If you didn’t agree on a delivery date and the parcel is late then you should try to liaise regarding a delivery date so the retailer has the opportunity to fulfil the order. However, if the new deadline is not met then this is a breach of contract and you can request a refund.
- Be careful about ‘safe places’
It’s worth remembering that if you specify a safe place for delivery and something goes wrong, your order could still be deemed as received. If you didn’t provide specific delivery instructions then it’s the retailer who is responsible for your purchase until received.
- Pick your courier carefully
You should choose your courier carefully; the cheapest option isn’t necessarily the best one. Read online reviews and social media posts by customers to identify any potential issues.
You should opt for tracked delivery and insure your package as appropriate. Keep tracking receipts handy for easy reference if needed.
- Set your delivery preferences
Couriers will allow you to set delivery preferences if you are not in, which is often the most convenient option if you know you aren’t going to be in.
Be clear with where you select as an alternative; I recommend nominating a neighbour or an appropriate and well considered ‘out of sight’ safe place.
- Check you can contact the courier
Often the most difficult and frustrating part of trying to locate a delayed or lost parcel is being unable to get in touch with a human at the company.
You should check that contact details for the retailer are clear on their website before purchase and that there are multiple contact options including a free contact number should you need to seek an update about where your parcel is.
- Don’t be fobbed off!
And lastly but most importantly, don’t be fobbed off.
If your parcel is delayed, damaged or lost, the retailer needs to investigate why. It’s not your job to chase couriers or spend hours on the phone to get the item you paid for correctly delivered.
