Cancel an order before dispatch

markpomeroy

Hi,

I placed an order online at H&M last night and realised straight away that the delivery address was incorrect. I emailed customer support straight away but got an automated reply back saying they were busy and so there would be a delay in replying. Therefore I called their customer services team this morning and they said there is absolutely nothing they can do. They can’t amend the delivery address or cancel the order. The order hasn’t even been dispatched yet!

I know I am entitled to cancel my order, but if I do, do I have to return the items I have bought if I write to H&M to cancel my order, even though they haven’t been dispatched yet? Are H&M even within their rights to say they can’t cancel the order? Any help would be appreciated.

Regards,
Mark

theonlywayisup

If they can't cancel then it is likely it will be delivered (or at least attempted) to the delivery address you gave.

If delivery is accepted then you need to return the items. Are you able to get in touch with the current occupiers of the address?

markpomeroy

Can’t get in touch with the current occupiers. Are H&M allowed to refuse cancellation?

theonlywayisup

markpomeroy wrote: »

Can’t get in touch with the current occupiers. Are H&M allowed to refuse cancellation?

It's not a case of refusing your cancellation, they can't stop the dispatch.

The fact you put the incorrect address (for them) is irrelevant.

You have a right to cancel, but you must return the goods.

stuartJo1989

markpomeroy wrote: »

Can’t get in touch with the current occupiers. Are H&M allowed to refuse cancellation?

I don't think they are refusing cancellation.

The problem in situations like this tends to be that the call center has zero communication with the warehouse (they don't *need* to speak to the warehouse for the most part, and the warehouse is primarily focused on dispatching items not customer service).

So even if there is a time gap, there is no physical way for CS to action a cancellation on your behalf.

I admittedly do not the specific legalities here, but I do know that you should check your delivery address more carefully. Plus, hopefully the item gets returned to sender and at that point you should get a refund.

Shaka_Zulu

This is an interesting question and some of the more knowledgeable members may know the answer.

If H&M state there is no contract until items are dispatched (which is the norm nowadays) then surely that should work both ways?

pmduk

Sometimes the order is sent to the warehouse for picking as soon as it is placed. There is no easy way to find the order again before despatch without it costing far more than a failed delivery. Manual intervention of an automated system is incredibly expensive and time-consuming. Don't forget today is the one of the busiest of the year for mail-order items

bris

The old DSR's would allow a cancellation like this. The newer CCR's don't unless you are lucky enough to order from a smaller company that can catch it in time.


The CCR's were made fairer for the retailers, the consumer still has the most rights, but some things were just to unfair for the retailers under the old DSR's, this was one if them.


It's a process that once started can't be stopped for the larger retailers as it all automated and send to different locations and departments for dispatch.


The right to cancellation is not affected, but it's also not their fault you gave the wrong address.