wrong address - have to pay return fees

tourist4ever

Hi,

i'm hoping someone can help. 

I ordered from online4baby and DPD could not deliver due to not finding the address. They are now resending the package back to the sender. I have just received a call as it looks like the address was wrong, however it looks like this is due to their automated address search, so when you put in a door number and postcode it came up with a different address (Slightly similar still though) as I rechecked by going to check out and entering those details again.

Now i understand I should have checked but at the same time it's just a bit annoying as they are now saying I will have to pay £40 (it's a big order so four boxes) for the delivery (this is the case whether i want a redelivery or a refund). I feel just gutted as I really feel it's partly their fault as well! 

[Deleted User]

That sounds fair enough for them to charge another delivery fee as you've effectively asked them to redeliver to a new address.

Is £40 consistent with their usual delivery fees?

Sandtree

Did you pay for an expedited delivery or just standard?

Aylesbury_Duck

I don't see that it's partly their fault at all, unless it's impossible to alter the address manually and it will only let you use a preselected address.  Was that the case?

Nevertheless, there may be something that helps you here, because the items weren't actually delivered.  I'd understand the re-charge of the delivery fee if they'd delivered to the wrong address, but from your description they didn't actually make a delivery at all, did they?

tourist4ever

The order was almost £500 so I did not pay for any delivery myself. I just feel partly this seems their fault as no matter what I'd want (pick up from depo not possible they have said, redelivery or refund they want to charge) .  It's just that I've never entered the address with the post code search and it's come up as wrong. 

biscan25

Just cancel under the CRA, you won't have to pay the delivery fee then.
Then reorder if you want to with your correct address.

TELLIT01

I don't see how it is the suppliers fault if the OP acknowledges that they input a wrong address.  If the postcode search didn't show the correct address there is generally an option to enter the address manually.  If that isn't available, the obvious decision is not to place the order.

Alderbank

biscan25 said:

Just cancel under the CRA, you won't have to pay the delivery fee then.
Then reorder if you want to with your correct address.

Not everything can be returned under CRA, although unopened nursery goods are probably OK. However the T&Cs say:

 Return of Unwanted Goods... It is the customer's responsibility for the return shipping cost...

Interestingly their T&Cs say:

If you provide us with any incorrect delivery details which results in the order being delivered to an incorrect address, Online4baby.com cannot be held responsible for any loss you may incur as a result.

Ergates

tourist4ever said:

Hi,

i'm hoping someone can help. 

I ordered from online4baby and DPD could not deliver due to not finding the address. They are now resending the package back to the sender. I have just received a call as it looks like the address was wrong, however it looks like this is due to their automated address search, so when you put in a door number and postcode it came up with a different address (Slightly similar still though) as I rechecked by going to check out and entering those details again.

Now i understand I should have checked but at the same time it's just a bit annoying as they are now saying I will have to pay £40 (it's a big order so four boxes) for the delivery (this is the case whether i want a redelivery or a refund). I feel just gutted as I really feel it's partly their fault as well! 

Companies don't build their own post-code search functions in the online shops, they buy that functionality in.  The address lookup are based on data from the post-office.   So it sounds like your address is wrong in the data from the post-office.  I don't think it is reasonable to to expect a 3rd party business to know this - they should be able to rely on this data, ergo I don't think you can hold them responsible - especially as you acknowledge you should have checked.

I expect you'll find the same issue on other sites too.

the_lunatic_is_in_my_head

The trader is to deliver the goods to the consumer, if they fail to deliver the goods within the agreed time or in any event within 30 days then the consumer may agree a period for the trader to deliver the goods and if the trader fails to do so the consumer may treat the contract at an end. Where the consumer treats the contract at an end the trader must refund in full.


www.legislation.gov.uk/uksi/2013/3134/regulation/42/made

Time for delivery of goods

42.—(1) This regulation applies to any sales contract.

(2) Unless the trader and the consumer have agreed otherwise, the contract is to be treated as including a term that the trader must deliver the goods to the consumer.

(3) Unless there is an agreed time or period, the contract is to be treated as including a term that the trader must deliver the goods—

(a)without undue delay, and

(b)in any event, not more than 30 days after the day on which the contract is entered into.

(4) In this regulation—

(a)an “agreed” time or period means a time or period agreed by the trader and the consumer for delivery of the goods, but

(b)if there is an obligation to deliver the goods at the time the contract is entered into, that time counts as the “agreed” time.

(5) Paragraphs (6) and (7) apply if the trader does not deliver the goods in accordance with paragraph (3) or at the agreed time or within the agreed period.

(6) If the circumstances are that—

(a)the trader has refused to deliver the goods,

(b)delivery of the goods at the agreed time or within the agreed period is essential taking into account all the relevant circumstances at the time the contract was entered into, or

(c)the consumer told the trader before the contract was entered into that delivery in accordance with paragraph (3), or at the agreed time or within the agreed period, was essential,

then the consumer may treat the contract as at an end.

(7) In any other circumstances, the consumer may specify a period that is appropriate in the circumstances and require the trader to deliver the goods before the end of that period.

(8) If the consumer specifies a period under paragraph (7) but the goods are not delivered within that period, then the consumer may treat the contract as at an end.

(9) If the consumer treats the contract as at an end under paragraph (6) or (8), the trader must without undue delay reimburse all payments made under the contract.

Ergates

Clearly that isn't going to apply where the consumer supplied the wrong address to the trader.