Cancelling an online order

tinalouise69

Hi all
I have ordered some goods from a well known discount book store online on Sunday 9th November. The order totals £90 as it is Christmas presents. I haven't heard anything about my delivery as yet and they normally deliver in 5 days.
I have looked online and the company have moved warehouse so it has caused delivery issues. Looking at reviews on trustpilot there are a lot of customers not getting their orders. With Christmas not too far away I would like to cancel my order if possible get a refund so I can go instore instead.
Can I get a refund if my order has not been dispatched and am I in a cooling off period.
 Thanks in advance x

Ayr_Rage

If the website is still live you'll have to go there, look at your order status and their cancellation policy.

MSE forum members are pretty switched on but aren't psychic unfortunately.

user1977

Might help if you told us which "well known discount book store" you're talking about?

oldernonethewiser

tinalouise69 said:

Hi all
I have ordered some goods from a well known discount book store online on Sunday 9th November. The order totals £90 as it is Christmas presents. I haven't heard anything about my delivery as yet and they normally deliver in 5 days.
I have looked online and the company have moved warehouse so it has caused delivery issues. Looking at reviews on trustpilot there are a lot of customers not getting their orders. With Christmas not too far away I would like to cancel my order if possible get a refund so I can go instore instead.
Can I get a refund if my order has not been dispatched and am I in a cooling off period.
 Thanks in advance x

If that is the case and mentioned in the T&Cs then, possibly

eskbanker

tinalouise69 said:

am I in a cooling off period

If you've ordered online from a UK company then you have the legal right to cancel up to 14 days after delivery, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, so even if the company doesn't process a cancellation prior to dispatch, they'd have to accept one afterwards, although in that scenario you may have to pay return postage.

tinalouise69

user1977 said:

Might help if you told us which "well known discount book store" you're talking about?

The Works.

tinalouise69

oldernonethewiser said:

tinalouise69 said:

Hi all
I have ordered some goods from a well known discount book store online on Sunday 9th November. The order totals £90 as it is Christmas presents. I haven't heard anything about my delivery as yet and they normally deliver in 5 days.
I have looked online and the company have moved warehouse so it has caused delivery issues. Looking at reviews on trustpilot there are a lot of customers not getting their orders. With Christmas not too far away I would like to cancel my order if possible get a refund so I can go instore instead.
Can I get a refund if my order has not been dispatched and am I in a cooling off period.
 Thanks in advance x

If that is the case and mentioned in the T&Cs then, possibly

Have seen on trustpilot that people are being offered refunds as they are not getting their orders.

tinalouise69

eskbanker said:

tinalouise69 said:

am I in a cooling off period

If you've ordered online from a UK company then you have the legal right to cancel up to 14 days after delivery, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, so even if the company doesn't process a cancellation prior to dispatch, they'd have to accept one afterwards, although in that scenario you may have to pay return postage.

Haven't had the order to cancel within 14 days just placed it online.

MeteredOut

Here's the Cancellation Policy:

https://www.theworks.co.uk/page/faq.html

Unfortunately you can't cancel your order once it has been placed.

Can I cancel my order?

So it looks like let it arrive and return it under the consumer contracts regs as stated by esbanker above.

Here's the Returns Policy

https://www.theworks.co.uk/page/delivery-returns.html

The good thing is they should accept your return without any hassle (this is an excerpt from the link above), but note the 7 day clause, not 14 as per the regs (a bit naughty)

What is your returns policy?

As a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within thirty (30) working days following your receipt of the goods or the date on which we begin provision of the services. Refunds for orders cancelled under the provisions of the Consumer Protection (Distance Selling) Regulations will be processed in accordance with your legal rights. For further information about your statutory rights, contact your local authority Trading Standards department or consumer advice centre (for example the Citizen's Advice Bureau if you are in the UK). If you are considering cancelling or wish to cancel a product you have ordered from us, please be aware of the following terms that apply:

...

Other cancelled products: If you want to cancel products that are not damaged or incorrectly supplied, then you must inform us of this within seven working days following the date of receipt in accordance with the Distance Selling Regulations or otherwise as soon as possible. You must take reasonable care of the products that you wish to cancel and not use them. Products should be returned in their original packaging or promptly at your cost.

tinalouise69

MeteredOut said:

https://www.theworks.co.uk/page/faq.html

Can I cancel my order?

Unfortunately you can't cancel your order once it has been placed.

So it looks like let it arrive and return it under the consumer contracts regs as stated by esbanker above.

Here's the returns policy

https://www.theworks.co.uk/page/delivery-returns.html

Thank you. My worry is that it is not going to arrive and other people have recently had cancelled orders by The Works or have had to ask for a refund as after a month no order.

MeteredOut

tinalouise69 said:

MeteredOut said:

https://www.theworks.co.uk/page/faq.html

Can I cancel my order?

Unfortunately you can't cancel your order once it has been placed.

So it looks like let it arrive and return it under the consumer contracts regs as stated by esbanker above.

Here's the returns policy

https://www.theworks.co.uk/page/delivery-returns.html

Thank you. My worry is that it is not going to arrive and other people have recently had cancelled orders by The Works or have had to ask for a refund as after a month no order.

I suspect you'll have to wait 10 working days before you can start asking for a cancellation if not already dispatched.

When will I receive my order?

We aim to deliver orders shipped to a UK delivery address placed using our Standard Delivery or ParcelShop service within 10 working days and within 10 working days on Standard Delivery orders shipped to a Republic of Ireland address. Please note that weekends and Bank Holidays are not classed as working days. We do not deliver on Sundays or Bank Holidays and our lead times are not guaranteed.