Missing parcel

arose123

I placed an order from Boux Avenue, paid through Klarna and delivered by Royal Mail. On the delivery photo from royal mail the photo was at the wrong door. I live in a big block of flats and checked all doors on my floor and also spoke to my neighbours but its no where to be found. I contacted Royal Mail who originally said they'd sort within 10 days. I then rang up after this time asking for an update which they confirmed it would be another 10 days but they would send a letter to Boux Avenue to confirm my refund and raise a case with them. I still haven't received this letter and have now been told to contact Boux Avenue directly. However whenever i contact them they tell me to contact Klarna. I just keep getting passed around with no one taking the blame and I'm stuck where to go next. My parcel was over £300 so its worrying i am still missing this parcel and money.

RFW

Your contract is with Boux Avenue so they should be dealing with it.
I've never had a dispute when paying via Klarna so I'm not sure how their process works.
Presumably Klarna have a dispute process so try that but have a look at pushing it up the chain in Boux Avenue. Try their social media or have a look for a CEO email.

savergrant

"If you paid with Klarna online but you have not received your goods, or what you received is not what you ordered (significant deviation), you may be eligible for a refund for your order under Klarna’s Buyer Protection Policy if you have exercised all your abilities to recover from the store (don’t worry, we will help you)."

It may well be worth advising klarna that the retailer is refusing to honour their obligations.