Free delivery - now being charged

Shoose

Hi
I purchased some items online that came to £50 in total so I was entitled to free delivery. I then received an email saying one of the items was out of stock and I would be refunded accordingly. When I checked online today, since the order is now under £50 due to the cancellation, I have been charged delivery of £4.95. Can the company do this? When I placed the order the items were in stock, as I could only order two, any more than that and I received a message saying that was all they had. I have phoned the company and a case has been raised to 'see what can be done', but I wanted to check as I don't know where I stand on this.The order is on it's way to me so it is too late to cancel it.
Thanks in advance

naedanger

Shoose wrote: »

Hi
I purchased some items online that came to £50 in total so I was entitled to free delivery. I then received an email saying one of the items was out of stock and I would be refunded accordingly. When I checked online today, since the order is now under £50 due to the cancellation, I have been charged delivery of £4.95. Can the company do this? When I placed the order the items were in stock, as I could only order two, any more than that and I received a message saying that was all they had. I have phoned the company and a case has been raised to 'see what can be done', but I wanted to check as I don't know where I stand on this.The order is on it's way to me so it is too late to cancel it.
Thanks in advance

My understanding is that if they refuse to refund the delivery cost (that you never agreed to) then you are entitled to cancel the whole delivery at no cost to yourself. So as they have already sent some items, they should agree to you returning them at their cost and risk, for a full refund.

However you are not entitled to demand the delivery charge be waived if you wish to keep the items. The company can insist you return the items they did send, at their cost and risk, for a full refund. (However I would expect most companies would prefer to waive the delivery charge and let you keep the items that have been sent rather than cancel the whole sale.)

[Deleted User]

I think a polite letter requesting the delivery charge be waived is in order here. Regardless of rights, it's not the OP's fault one of the items was out-of-stock.