‘How to avoid a nightmare before Christmas’ Consumer expert shares present delivery tips you need to know

One of the most common questions many people are asking at this time of year revolves around deliveries. It’s hardly surprising given that more and more of us are doing our Christmas shopping online and opting for items to be delivered to our homes or offices.

It’s important to note that retailers are expected to deliver purchases within a reasonable time frame – i.e. within 30 days from the date of purchase. Failure to do so and after any agreed deadline is a breach of contract under the Consumer Rights Act 2015.

When someone’s 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 they 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.

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Under the Consumer Rights Act 2015 a product should be of satisfactory quality, fit for purpose and as described.

If it fails in any of these respects, a refund, repair or replacement can be requested depending on length of time elapsed since purchase.

Online purchases are covered under the Consumer Contract Regulations.

This means you can return goods regardless of reason, not just if faulty, for a full refund minus postage costs if applicable.

It should be noted that customers have 14 days to notify the company of the return, 14 days to return it and then their refund should be paid within another 14 day period.

I’ve helped lots of people over the years with delivery nightmares. One recent case involved a damaged product which had been returned to the retailer in a straightforward rejection via courier.

But the parcel was lost in transit. The retailer refused to refund and offered 50 per cent instead. After advice given, the customer contacted credit card company to claim under Section 75 and received a full refund.

In another case, a new jacket returned to Frasers was lost in transit. The customer could not get hold of customer services due to limited contact options and hit a brick wall.

I advised them to bypass the company and go straight to the card provider. A full chargeback was requested and received by customer of £134.

The company was also reported to Trading Standards. The most important advice I can offer is don’t be fobbed off.

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Persistence does beat resistance. State legislation to show you know your consumer rights and stand firm when companies push back with common fob offs.

Your contract is with the retailer, do not allow retailers to pass the buck. If customer service channels prove unhelpful, ask to speak to a manager or escalate your issue to the executive office by emailing the CEO.

Contact details for most major companies are readily available online.

You can read more money advice from Jane at https://ladyjaney.co.uk/ .