Online Purchase

Harperson

Hello one and all...

This is my first time messaging on this website, so please forgive me if I've posted in the wrong section.

I need help with an issue I'm experiencing. I ordered, and paid for (via a Nat-West Visa Debit Card), a personalised embroidered Hooded Top from a UK based company online. I chose this company as they cater for the 'larger gentleman', and ordered a 4xl Hooded Top in the knowledge that they would deliver within 10-20 days, depending on how busy they were. I ordered the Hooded Top on 15 February, 2013 (as of writing, 26 days ago). I have emailed the company 3 times in the past week, and have had no joy with a response. When I check the 'Order Status' I am informed that is 'Awaiting Dispatch', although it has been saying that from day 1.

I would really like to receive the Hooded Top, if it ever arrives, but fear, deep in my bones, that it won't. If it doesn't arrive within the next 4 days, what are my options? I'm afraid I'm a little ignorant as to my rights, and any help from the kind people that frequent the forums would be gratefully appreciated.

Yours,

Harperson

shaun_from_Africa

Was the 10 to 20 day dispatch time stated in the advert or in any order confirmation that you received?
If it does, then the specified timescale forms one of the terms of the contract and if the retailer fails to honour this then you are entitled to cancel the contract and get a full refund. (this is under the Sale of goods act).

You also have rights under the distance selling regulations.
Whilst you don't have the right to cancel the order due to a change of mind (personalised goods are excluded from this part of the act), the section that states the contract should be completed within 30 days of placing the order is still applicable.

If you were to contact Nat West and request a chargeback for undelivered goods, you may well get an e-mail from the retailer very soon afterwards.

System

It depends on the company. If they are reputable and you want the top it will arrive eventually so I wouldn't worry. If its a company that is less well known with a dodgy reputation it might never arrive so may be worth contacting the bank.

Harperson

Thank you to the replies I've had so far. As an addition, the 10-20 days is mentioned in the company's website, under their 'Shipping & Returns'section. It states 'Due TO BUSY WORKLOAD Delivery is usually within 10-20 days unless we have stated otherwise'.

They have not stated otherwise so, I am still under the impression that, at the very latest, I should have received the Hooded Top within the 20 days time limit. I will attempt to call their place of business later this morning, as all attempts at trying to communicate with them via email have been unsuccessful so far.

I will keep everyone informed of my progress.

unholyangel

shaun_from_Africa wrote: »

You also have rights under the distance selling regulations.
Whilst you don't have the right to cancel the order due to a change of mind (personalised goods are excluded from this part of the act), the section that states the contract should be completed within 30 days of placing the order is still applicable.

Unless otherwise agreed So OP should be able to cancel under DSRs now as they have failed to perform within the time frame agreed.

dalesrider

unholyangel wrote: »

Unless otherwise agreed So OP should be able to cancel under DSRs now as they have failed to perform within the time frame agreed.

I would call nat west and dispute the transaction for non reciept of goods.

If the OP cancels then you lose this right. So any help form the bank is out of the window and it then becomes a court case to get refund if retailer does not play ball.