Goods never received - can I get my money back somehow?

pcornall

Hi,

I ordered some t-shirts from a US shop back in May. They are a legit shop - I ordered without problem from them about 4 years ago and they have a physical shop in LA.

However, a month later I still hadn't had confirmation of shipping even though they state most orders go out after 1-2 days. I emailed them about 4-5 times over a 2 week period but got no reply. Then out of the blue on 22nd June I got an email saying my items had been dispatched (only 6 weeks late). Their website estimates 2-3 week delivery time for international orders.

My order still hasn't arrived though and I've again tried to contact them but they do not respond at all. Given it's over 3 months since I placed my order and their refusal to respond to me, I'm resigned to my order never arriving. The shop is still operating and they regularly update their website.

My question therefore is whether there is anything I can do to get my money back. I paid using my Visa Debit card. If anyone has any advice, that'd be great!

DCFC79

I believe your bound American laws here, what does it say on the website regarding money back if a failed delivery.

Are they on social media, maybe ask them on there.

pcornall

Good idea - they're on facebook so I'll try contacting them on there. Their confirmation email says they cannot guarantee shipments outside the US as the packages aren't trackable. However, this doesn't seem to be anywhere on the website, so was only communicated AFTER the order was placed.

wealdroam

pcornall wrote: »

Hi,

I ordered some t-shirts from a US shop back in May. They are a legit shop - I ordered without problem from them about 4 years ago and they have a physical shop in LA.

However, a month later I still hadn't had confirmation of shipping even though they state most orders go out after 1-2 days. I emailed them about 4-5 times over a 2 week period but got no reply. Then out of the blue on 22nd June I got an email saying my items had been dispatched (only 6 weeks late). Their website estimates 2-3 week delivery time for international orders.

My order still hasn't arrived though and I've again tried to contact them but they do not respond at all. Given it's over 3 months since I placed my order and their refusal to respond to me, I'm resigned to my order never arriving. The shop is still operating and they regularly update their website.

My question therefore is whether there is anything I can do to get my money back. I paid using my Visa Debit card. If anyone has any advice, that'd be great!

Can you please provide a link to their website.

bris

Could they be stuck in customs? Without knowing the details of the order or how they deal with international orders there is a good chance the items are awaiting clearance. Depending on the price of course the customs want their cut.

unholyangel

You could also try a chargeback for non-delivery if they still aren't forthcoming on facebook. Its not a guaranteed way to get your money back but it won't cost you anything to try and you can also appeal to the financial ombudsman if they reject your chargeback.