Paying for parcel protection

AppleGrape

I just bought clothing worth £18 online from boo-hoo. At the checkout they automatically added parcel protection insurance for approximately £1.50. I didn’t notice this had been added until after I paid. I’ve complained to them by email but haven’t received a reply. Is it legal to automatically add this cover, requiring clients to opt out rather than opt in?

the_lunatic_is_in_my_head

Is this for the outward journey, i.e to cover the goods on their way to you? 

If so risk doesn’t pass until physical possession and this is liability that can not be excluded.

Any suggestion of paying extra to secure against risk that is the trader’s would very likely fall under the DMCC prohibited practices regarding misleading actions that alter, or are likely to alter, the transactional decision of the average consumer.

Boo Hoo aren’t famed for customer services, I would report your experience to Trading Standards via Citizen’s Advice. 

PHK

the_lunatic_is_in_my_head said:

Is this for the outward journey, i.e to cover the goods on their way to you? 

If so risk doesn’t pass until physical possession and this is liability that can not be excluded.

Any suggestion of paying extra to secure against risk that is the trader’s would very likely fall under the DMCC prohibited practices regarding misleading actions that alter, or are likely to alter, the transactional decision of the average consumer.

Boo Hoo aren’t famed for customer services, I would report your experience to Trading Standards via Citizen’s Advice. 

Boohoo's terms and conditions explicitly say that they are responsible for the goods until they are received by the customer. 

So this Parcel Protection must be something else?

(Not that I can find anything about Parcel Protection insurance on their website) 

MyRealNameToo

It's an optional extra that comes up as preselected when you chose the delivery method. According to the link next to it it states:

Delivery Protection

Swap Protect offers package protection that gives you peace of mind.

• Coverage against loss, theft, or damage in transit.
• Quick resolution of delivery issues with just a few clicks.
• Rapid item refund, pending availability.
• 24/7 claim support with Swap Protect.

Swap offers tracking services and shipping protection extending coverage to online purchases that are lost or damaged in transit, or stolen immediately after the carrier's proof of delivery where Swap Protect traces the delivery status of the shipment.With respect to goods purchased on a subscription basis, adding Swap Protect to an initial subscription purchase will automatically add protection to all subsequent purchases of said subscription.

Whilst payment is unrequired for loss, theft or damage whilst in transit the other three items are elements which in principle you could pay a premium to have accelerated or access to. 

the_lunatic_is_in_my_head

MyRealNameToo said:

It's an optional extra that comes up as preselected when you chose the delivery method. According to the link next to it it states:

Delivery Protection

Swap Protect offers package protection that gives you peace of mind.

• Coverage against loss, theft, or damage in transit.
• Quick resolution of delivery issues with just a few clicks.
• Rapid item refund, pending availability.
• 24/7 claim support with Swap Protect.

Swap offers tracking services and shipping protection extending coverage to online purchases that are lost or damaged in transit, or stolen immediately after the carrier's proof of delivery where Swap Protect traces the delivery status of the shipment.With respect to goods purchased on a subscription basis, adding Swap Protect to an initial subscription purchase will automatically add protection to all subsequent purchases of said subscription.

Whilst payment is unrequired for loss, theft or damage whilst in transit the other three items are elements which in principle you could pay a premium to have accelerated or access to. 

Still don't think it would fly

Coverage against loss, theft, or damage in transit.

Implies without it you aren't covered, even the name of Delivery Protection or Parcel Protection implies such. 

They are sailing close to the wind until someone (with authority) says to stop. 

Okell

Yeah

Getting people to pay extra just to get their legitimate claims dealt with more quickly seems a bit dodgy to me...