Website asking for further payment to insure parcel?

sparrow857

Hi, 

I’ve ordered from Candle Wizards. Have ordered from them many times before and always been pleased with the service. However, I’ve placed an order today. The total cost was £114 which included their delivery charge of £3.99.

I’ve now received an email tonight asking if I would like to insure the parcel due to the high value for a further £9.48. They’ve said that if I choose not to pay this and any items in the package are lost or damaged, they would not enter into any claim for a replacement? 

I’m pretty sure the website is U.K. based, however their terms & conditions are a bit shaky. Like I said never had a problem with them before, but really not looking to spend any more than I have. I suppose the contract will begin on despatch so I could just cancel? Suppose I’m just asking if this sounds reasonable from them? The items are candles so there’s always the risk of items being damaged if not packaged properly.  Many thanks. 

davidmcn

Risk is theirs until it's delivered - they can charge what they like for delivery, but nonsense to say it would be your risk unless you pay extra for the insurance.

visidigi

sparrow857 said:

Hi, 

I’ve ordered from Candle Wizards. Have ordered from them many times before and always been pleased with the service. However, I’ve placed an order today. The total cost was £114 which included their delivery charge of £3.99.

I’ve now received an email tonight asking if I would like to insure the parcel due to the high value for a further £9.48. They’ve said that if I choose not to pay this and any items in the package are lost or damaged, they would not enter into any claim for a replacement? 

I’m pretty sure the website is U.K. based, however their terms & conditions are a bit shaky. Like I said never had a problem with them before, but really not looking to spend any more than I have. I suppose the contract will begin on despatch so I could just cancel? Suppose I’m just asking if this sounds reasonable from them? The items are candles so there’s always the risk of items being damaged if not packaged properly.  Many thanks. 

Don't pay it. They have to get the goods to you for the amount you paid. Otherwise they haven't fulfilled the contract they enter upon dispatch.

bris

They can set any terms they want, they may not be enforceable but the bottom line is don't pay it and if anything does go wrong you have a fight on your hands.

Best to shop elsewhere.

sparrow857

bris said:

They can set any terms they want, they may not be enforceable but the bottom line is don't pay it and if anything does go wrong you have a fight on your hands.

Best to shop elsewhere.

Thanks very much to everyone for their replies. 

bris, you’re absolutely right. I’m just going to cancel. 

theonlywayisup

Delivery and Returns

Candle Wizards returns policy has been set up to keep costs down and to make the process as easy for you as possible. You must contact us and be in receipt of a returns authorisation (RA) number before sending any item back. Any product without a RA number will not be refunded.

If when you receive your product(s), you are not completely satisfied you may return the items to us, within seven days of exchange or refund. Returns will take approximately 5 working days for the process once the goods have arrived. Items must be in original packaging, in all original boxes, packaging materials, manuals blank warranty cards and all accessories and documents provided by the manufacturer.

Any claim for damaged goods should be made as soon as your receive the package, claims MUST be made within 24 hours of the parcel being signed for from the courier in writing via email, claims will not be accepted over the phone, we are unable to process any claims for broken or damaged parcels after the 24 hours has lapsed.  No claims will be entered into.

At Candle Wizards we are passionate about the product that we sell, we know it is the best available on the market today and we are here to offer our expert advice to you throughout your purchase experience. We have been selling Yankee Candles in our retail store for 8 years and burning them in our own home for 18! We ventured into selling Yankee Candles online 3 years ago and have become a trusted online retailer , We know all there is to know about Yankee! 

I wouldn't be spending money there. 
Is there company info or a VAT number?
There are other companies at the same address.

sparrow857

theonlywayisup said:

Delivery and Returns

Candle Wizards returns policy has been set up to keep costs down and to make the process as easy for you as possible. You must contact us and be in receipt of a returns authorisation (RA) number before sending any item back. Any product without a RA number will not be refunded.

If when you receive your product(s), you are not completely satisfied you may return the items to us, within seven days of exchange or refund. Returns will take approximately 5 working days for the process once the goods have arrived. Items must be in original packaging, in all original boxes, packaging materials, manuals blank warranty cards and all accessories and documents provided by the manufacturer.

Any claim for damaged goods should be made as soon as your receive the package, claims MUST be made within 24 hours of the parcel being signed for from the courier in writing via email, claims will not be accepted over the phone, we are unable to process any claims for broken or damaged parcels after the 24 hours has lapsed.  No claims will be entered into.

At Candle Wizards we are passionate about the product that we sell, we know it is the best available on the market today and we are here to offer our expert advice to you throughout your purchase experience. We have been selling Yankee Candles in our retail store for 8 years and burning them in our own home for 18! We ventured into selling Yankee Candles online 3 years ago and have become a trusted online retailer , We know all there is to know about Yankee! 

I wouldn't be spending money there. 
Is there company info or a VAT number?
There are other companies at the same address.

Thanks, I’m not sure. I don’t see one on the website, although I do know they have a physical shop.

I’ve ordered before but last time was over a year ago and I did notice that tax was added on after you got to the checkout. It was around £19 which I didn’t have to pay any of the other time I’ve placed an order. In hindsight, I shouldn’t have bothered.

Replied to their email asking for a refund so fingers crossed that goes ok. 

Edit: I take back what I said about not paying tax before. Just checked my orders and I did. I’ve only noticed this time as the order was for a large amount. Not that it’s really relevant. 

macman

It would be bad enough if they asked you to pay for 'insurance' on top of delivery at the time of placing the order. To do it after the order is placed is ridiculous. Don't pay-the responsibility for safe delivery is theirs, and theirs alone, as they have contracted with the courier, not you. The contract is satisfied once you receive the goods, not once they despatch them.
Furthermore, the t and c's on their website flatly contradict what they have told you about insurance: 

Incorrect/Damaged Goods

We try very hard to ensure that you receive your order in pristine condition. If you do not receive your products ordered. Please contact us. In the unlikely event that the product arrives damaged or faulty, please contact Candle Wizards immediately, this will be given special priority and you can expect to receive the correct item within 72 hours. Any incorrect items received all delivery charges will be refunded back onto you credit/debit card.

Any claim for damaged goods should be made as soon as your receive the package, claims MUST be made within 24 hours of the parcel being signed for from the courier in writing via email, claims will not be accepted over the phone, we are unable to process any claims for broken or damaged parcels after the 24 hours has lapsed.  No claims will be entered into.

sparrow857

I had a response to my email this morning. 

Thanks for your message, we are a small family business and we have been absorbing the costs of losses and breakage for many years and also paying for the additional insurances ourselves. Unfortunately we are unable to carry on doing this because the main part of our business has been closed for the good majority of the year. 

Without the additional insurance we are
Not able to make a claim for reimbursement should anything go wrong with it. We are not denying anyone their statutory rights, just ensuring that you get a good safe service for your delivery as we understand the disappointment that recovering broken items can cause for both parties. 

I have cancelled your order for you and your refund has been processed. 

Last order from there. 

theonlywayisup

sparrow857 said:

I had a response to my email this morning. 

Thanks for your message, we are a small family business and we have been absorbing the costs of losses and breakage for many years and also paying for the additional insurances ourselves. Unfortunately we are unable to carry on doing this because the main part of our business has been closed for the good majority of the year. 

Without the additional insurance we are
Not able to make a claim for reimbursement should anything go wrong with it. We are not denying anyone their statutory rights, just ensuring that you get a good safe service for your delivery as we understand the disappointment that recovering broken items can cause for both parties. 

I have cancelled your order for you and your refund has been processed. 

Last order from there. 

That is exactly what they are doing.  

They need to look at their business model and factor the costs of insurance into the selling price. 

That aside, they are not a company who care for statutory rights as is evidenced by their T&C. 

mattyprice4004

That's shocking, regardless of if they're a small family business or not it's their job to make sure the order gets to you in good condition.

Unbelievable!