Item lost by delivery company - procedure?

bagpussruth

Hi all,
Can anyone advise on this? I ordered an item from an online company (Very.co.uk) The item was sent out to be delivered, and was lost my delivery company. I reported it to Very, they failed to speedily look into it. In the end I had to contact the delivery company and ask them to email Very to confirm it was lost. They emailed Very, copied me in to it. Very say they didn't receive anything from the delivery company. I send the email on to them and finally they accept item is lost. As I haven't actually cancelled my order with them my understanding of distance selling is that if they had the item in stock they would send me a replacement item once confirm that the original was lost. Instead they had refunded my payment to my debit card, and are saying it could take 10 days to reach me. Does anyone know if there is anything with in the law which specifies what should happen in this particular situation? I need the item, and can't afford to buy another until I get a refund.

Bantex_2

They have done all they need to do.
For future reference, if is is critical to have an item within a certain time, go to a shop and take it home with you.

bagpussruth

Thanks for that exceptionally helpful advice.

Buzby

The ball is in their court - it was their delivery company who lost it. It would be good customer services to ask you whether you wanted the goods resent or the order cancelled and a refund made.

However, their obligation to you is to ensure you are not out of pocket, and if they find it easer to cancel and request you re-order, then you should get your refund within a 'reasonable' period.

The fact you cannot afford to re-purchase until you receive the refund is none of their business, and you cannot insist that they change they practices to accommodate you.

bris

In law they have 30 days to refund you, you should have it in 3 if they have already refunded your card, 10 is worst case scenario.