Thursday 12 January 2017
As part of the Citizens Advice Exeter and The Express and Echo weekly advice column this week we focus on delivery problems.
I ordered a vase online for Christmas but it arrived broken. Is there anything I can do to get my money back?
It may seem logical to complain to the delivery company but it’s actually the responsibility of the retailer to ensure that the item arrives in good condition.
Call or email their customer service department and explain the situation – you’ll find their contact details on the website or on your order form. You may be asked to email photos of the broken vase to prove it’s damaged.
You will then be offered either a refund or a replacement. It’s up to you which one you accept, but if you want a replacement ask for an estimated delivery date so you know when it will arrive.
Some retailers ask you to return items that arrive damaged. If that’s the case, you need to repackage the vase and stick the returns label provided on the front of the parcel. Include the returns form, specifying your reason for sending it back.
Depending on the retailer, you will either need to post the item through Royal Mail or they may offer to have it collected. You shouldn’t have to pay any postage costs.
If you asked for a refund you can expect to be reimbursed within 14 days of the retailer agreeing you’re entitled to one.
For more information and advice, go to www.citizensadvice.org.uk or call the Citizens Advice consumer service on 03454 04 05 06.
Look out for our column next week when we focus on pay problems.
The information contained in these articles does not constitute advice. Citizens Advice Exeter and The Express and Echo accept no liability for the information published. Citizens Advice Exeter is unable to respond to individual requests for advice through these columns. Copyright Citizens Advice. For the most up-to-date information, please visit www.citizensadvice.org.uk