Publicity article

I bought a present for a special anniversary from an online store. I paid extra for next day delivery but it hasn’t arrived. The online store has said my parcel is with the delivery company. I tried to contact the delivery company but wasn’t able to speak with anyone. What can I do?

You paid for next day delivery so your goods should be delivered on the agreed date. It’s the seller’s responsibility to make sure the item is delivered. They should chase the courier – it’s not your responsibility.

You can cancel your order and ask for your money back because you haven’t received your goods on the agreed date. Tell the seller it is “a breach of contract under the Consumer Rights Act 2015” – as the delivery date was essential and they didn’t meet it.

You could try to get your special present from another online store or a local shop, if there is time.

You can find useful template letters and information about your rights on the Citizens Advice website.

Free, confidential advice and help is available from South Lakes Citizens Advice on any aspect of debt, consumer problems, benefits, housing, employment or any other problems. We can give detailed advice over the phone – telephone 03444 111 444.

For email see our website: www.southlakescab.org.uk. We have various outlets across South Lakeland if an appointment is required.

For Money Advice and for ongoing enquiries please call 015394 46464.