Buying from abroad

laurakatemarshall

I bought a Stand Up Paddle board from a company that I thought were based in the UK, their name was xxxxxx uk. I looked at postage and it said 2-3 days Royal Mail. I looked at the reviews and the people were saying that they bought before Christmas, it took longer than it should but they were happy with the product. I thought it was a Christmas Issue. I bought the SUP on 23rd Jan for my husband’s 40th birthday (2nd March). When it hadn’t arrived nearer the time. I emailed them and was told it would be posted out the 1st week of March and it said it on the information, I’ve since had a look and it was at the bottom of the page near the SUP spec. I have since found out that the company is based in Denmark so I’ll have shipping fees to pay for. I was told it was coming at the end of Feb by FedEx, it didn’t turn up. On the 5th March it was in Germany and on the 12th March it’s still in Germany. I paid by PayPal. I have asked the company for a refund but they said because it has been posted, I can’t have one. I have escalated this through PayPal and they have until the 20th March to make a decision. Do I have any rights? What can I do? I was disappointed for my husband that it hasn’t turned up in time but how long do I have to wait? 

JJ_Egan

Rights not UK rights .

Your rights will be Danish laws .

David713

Do the T&C's for the company concerned state where they are based or where the goods will be shipped from?
What is the website that you purchased from?

JJ_Egan

OP says from a Denmark based company .

David713

JJ_Egan said:

OP says from a Denmark based company .

I know but what they actually stated was:

laurakatemarshall said:

I have since found out that the company is based in Denmark

so it's possible that this wasn't stated on the actual website which is why a link to the website used could be useful.

laurakatemarshall

it’s Cool Snow. It wasn’t clear when I was buying the SUP as it calls itself Cool Snow uk. 

laurakatemarshall

I can’t post the link 

Caz3121

laurakatemarshall said:

I’ve since had a look and it was at the bottom of the page near the SUP spec. I have since found out that the company is based in Denmark so I’ll have shipping fees to pay for. 

Are the terms and conditions you agreed to changed since your order or did you accept them without reading them?
https://cool-snow.co.uk/pages/terms-and-conditions
"When you shop at cool-snow.co.uk you shop with CoolSnow ApS. All prices are exclusive of VAT. As CoolSnow ApS is a Danish company, you risk having to pay a customs fee and VAT on imports to UK."
Many companies purchase domain names for countries that they want to market to and it is not an indication of them being resident in that country

Bradden

Sneaky gits are using a uk domain but the business is all danish.

laurakatemarshall

I didn’t read the terms and conditions (this is something I will be doing in future!!!)

cycleenthusiast

@laurakatemarshall Did you ever receive your SUPs? 

I foolishly brought 2 SUP from this company without checking Trustpilot (on their website they were showing 4.5 stars, when in reality they have 1 star). I have been waiting over 2.5 months with no email to even prove it's been dispatched. They've switched their phone line off and online customer service is non-existant.

Started a charge back process via Mastercard. They have told me CoolSnow have until 18th December to respond to the charge back claims. Maybe I'll get my money back in time for Xmas lol