In case your package does not arrive, so what are you able to do? We describe your rights.
Have you ever shopped online simply to discover your package left out in the rain dropped in the recycle bin or thrown over a fence? if so, you are not by yourself.
Here at courier point HQ, we are inundated with letters from disappointed readers who’ve been caught out by delivery businesses. Things damaged in transit many reports of a parcel to Germany from UK failing to turn up, or packages left in dangerous areas. In addition, we learn about difficulties sending an item – through eBay sales, for example – and confusion about the raft of courier and package companies eager to win your organization.
Either way, getting hold of firms when things go wrong can prove frustrating, with readers reporting package businesses that retailers and third party agents often attribute each other.
Have you ever had an issue using a parcel delivery? Let courier point fight for your rights.
The rise of online shopping has resulted in a rise in the amount of parcel delivery firms. But crucially, unlike the courier point, these firms are unregulated.
Courier Point is what is called the ‘designated universal service provider’. This means it is subject to stringent conditions set down by Ofcom, the regulator. Included in these are delivering to every UK address six days at a uniform and affordable costs. The rules mean courier point is typically undercut by private parcel delivery and courier companies, which have no such states to stick to.
Receiving a package:
You are usually stuck with the package business the retailer uses in the event you purchase something online. There are plenty for the retailer to pick from including Yodel, Hermes, TNT, DHL, and Parcelforce.
Most large retailers will use a few businesses that are different but there is no authoritative listing of which retailers use which businesses. Most retailers do not even tell you which business is delivering the package – a card arrives through your door or you only find out when the package turns up.
So what exactly are your rights?
In case your package is late or does not turn up, your first port of call should be the retailer as this is who has the relationship with the package or courier business. Law should, goods delivered within a ‘reasonable time’. What is fair will is determined by the initial estimate for delivery as well as the sort of goods?
As it pertains to issues with deliveries – say a package has gone missing or the contents are damaged – you’ll have rights under the Consumer Rights Act 2015 as well as the Consumer Contracts Regulations, which replaced the Distance Selling Regulations and came into force in June 2013.
Under the Consumer Rights Act, when you get goods via an online retailer, they can be liable for the goods until they are received by you. So in the event the goods you purchased or they may be damaged are lost by the courier, the retailer accounts for setting things right, not the courier.
In the event that you paid for a timed delivery – for the following day – instance and your package are late, you are absolutely eligible to request a refund of the cash you paid for quicker delivery.
In the same way, in the event the retailer was told by the consumer before the contract was entered into that delivery within an agreed timeframe was crucial, then the consumer can cancel the order and request a refund.