Internet shop won't talk

Silvershark

Hi,

Not sure how I stand on this one - see what you think.

Myself and my Fiance ordered 2 pairs of shoes from a british online shop that promised quick delivery. We did not receive the delivery as quickly as we thought we should, so attempted to contact the shop to query but there was no answers to emails and no one picking up the phone. We got cold feet and tried to cancel the payment but it was too late. The shoes then did arrive, but they were not to our liking so we decided to risk sending them back for a refund - the website stated this was no problem and return addresses were provided. We sent them recorded delivery and they were signed for. That was 2 weeks ago and still no refund and still no one answering email or phones. Do we have any right to a refund or at least having the shoes sent back to us - or have we kissed goodbye to the shoes and the money?

Any help/suggestions appreciated.

Thanks.

wealdroam

Silvershark wrote: »

Hi,

Not sure how I stand on this one - see what you think.

Myself and my Fiance ordered 2 pairs of shoes from a british online shop that promised quick delivery. We did not receive the delivery as quickly as we thought we should, so attempted to contact the shop to query but there was no answers to emails and no one picking up the phone. We got cold feet and tried to cancel the payment but it was too late. The shoes then did arrive, but they were not to our liking so we decided to risk sending them back for a refund - the website stated this was no problem and return addresses were provided. We sent them recorded delivery and they were signed for. That was 2 weeks ago and still no refund and still no one answering email or phones. Do we have any right to a refund or at least having the shoes sent back to us - or have we kissed goodbye to the shoes and the money?

Any help/suggestions appreciated.

Thanks.

Of course you have a right to either your money or the shoes.

Have a read of the OFT's guide to the Distance Selling Regulations.
In there you will find such things as...

• how to cancel an order
• time limits on cancelling an order
• what money needs to be refunded
• how long the supplier has to refund the money

What is the website?

The_Pedant

Firstly, they have 30 days to refund your money, starting with the day you gave them notice you wished to cancel.
Secondly, how did you pay? If you paid by a credit/debit card then you can ask the card issuer to initiate a chargeback against the company if they're not forthcoming.

Failing that, you'd need to do some digging to proceed further, and to ensure you're dealing with the right people.
- What's the website?
- Is there an address on the website?
- Could give the trading standards office local to the address a call, see if they know of them?
- Who is the owner of the domain (do a google search for site that offer a 'whois' search to see if you can get the details)
- Is there a company behind the website? Does this match up to the other details?

Silvershark

Thanks for that - very useful. Maybe there's time yet then for a refund to appear. The website is called theaccessoryboutique.com.

wealdroam

There is an address to write to in their Terms and Conditions page...
The Accessory Boutique,
2 The Old Rectory,
The Street,
Gazeley,
Newmarket,
Suffolk
CB8 8RB.