cancelling an online order before its been despatched?

NIMI_2

placed an order a few days ago on River Island website for a coat, the thing is l just saw it i the shops today and l absolutely hated it!!!! it looks nothing like it does online so misleading and the material not too nice either. l was hoping if anyone had any experience before of cancelling an order, can l do that or will l have to wait for them to deliver and then return. Dont really wanna pay for the delivery when l know im not going to keep it. They dont even have a contact number of there site and i`ve emailed them but ofcourse no reply (probably because of the holidays).

thatsfabulous

I dont know about river island but if you cant cancel it I would send them an email when you receive it. Is it free returns?
You could prob get full refund from customer services if you tell them your not happy with the material of the garment and you expected better from RI however may have to pay to send it back if its not free delivery.

I think if you go into store they may not be able to refund your postage so try customer services first.

I have learned now if you dont ask you really dont get so I would contact them once received.

chrissy21_2

Why don't you just refuse delivery? That way it goes straight back to them and you don't have to pay returns fee. Plus under distance selling regs you can return it within 7 days of delivery and they have to refund you the full cost plus the cost of postage though this does not cover the cost of returns.

Heard they changed their CS people recently and the service has gone downhill!

NIMI_2

thanks for your advice ppl. most likely cs will be closed tommorow so l will try to get through to them on tue and tell them, if not l will like chrissy has said just refuse delivery and hope to get fully refunded..the only thing is it probably takes longer for the refund to come through???

Basil1234

when anything is ordered online you have the 'time and distance selling regulations' in place where you have 7 days from recieving the goods you can return for whatever reason you like that is the law and most will let you cancel before delivery like a dvd set i'm waiting on for example as they don't want to waste there time either! the law was set up to protect consumers and company tells you different is wrong or lying!

NIMI_2

well just recieved an email from river island saying they can not cancel my order but if l ring cs tommorow they maybe able to stop it in transit or just refuse delivery of package however l would still have to pay for delivery because l used there services!!!!! WOT..... im gonna ring up tommorow and insist on a full refund... but are they right will l have to pay for delivery regardless of refusing delivery?????

Basil1234

http://www.website-law.co.uk/blog/internet-law/distance-selling-regulations-right-of-cancellation/

sounds like to me they are saying they have dispatched the goods to you and are on there way in transit, if so you would be liable for postage but if they say is the case i would ask for reciept proof from there courier too prove they arent just saying so

butterfly2001

i've had this issue and was told to just refuse the delivery or return it

derrick

You can cancel before delivery, see OFTs BUSINESS GUIDE TO DSR in particular From page 22; -
“Can a consumer cancel an order before they receive the goods or where goods are lost in transit?
3.35 Yes. Where the DSRs give consumers rights to cancel, this right is unconditional. If consumers cancel before they have received the goods you must refund the total price of the goods, including any delivery charges. Consumers who have cancelled under the DSRs may refuse to accept delivery of the goods. Refusal in such a situation cannot be treated as a breach of contract.