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I’ve ordered something that’s not arrived

When buying goods from a trader either online, by telephone or in your home, unless the trader specifies a timescale or date for delivery then you should expect the goods to be delivered to you within 30 days of the order being placed.

If you haven’t received delivery within 30 days, then you are entitled to cancel the order and be fully refunded. You should be refunded within 14 days of cancelling and using the same method of payment.

What should I do next?

If you haven’t already done so then you should try to speak with the trader about your problem to see if you can to come to an agreement. You can then follow this up with a more formal letter of complaint. It’s best to send this by signed for mail which will allow you to check that it’s been received, alternatively you could send an email with a read receipt. You should also give the trader a reasonable timescale to reply.

Last updated: 29 March 2019

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