I was chatting on BBC Radio Norfolk this morning sharing advice on where you stand if parcels arrive damaged or go missing.
Bet we probably all have our fair share of horror stories when it comes to parcel deliveries, whether you’ve come home to find a parcel hurled over your back gate, dumped on your doorstep for hours, or just no sign despite the courier company claiming it’s been delivered.
And just this week, residents from several Norfolk villages have found themselves having to search around their village to track down missing parcels.
So here’s my top tips on how to get things sorted and fast!
Tackle the retailer not the the courier company
If something you’ve ordered arrives damaged or goes missing, forget about tackling the courier company, you should go always go straight back to the retailer. Under consumer law, your contract is with the retailer, as you placed order with them, which means it’s their responsibility to arrange to get your goods to you safely and in one piece.
If the item is damaged, you should get a refund or replacement. And even if it’s only the outer packaging that’s damaged, say as a result of the item being thrown over your garden fence or left out in the rain, ask for the delivery charge back at the very least.
Never suggest a ‘safe place’
You may be offered the chance to suggest a ‘safe place’ where you’d like your parcel left if you’re not in.
Never do this, as if you do, and your parcel is then pinched from your porch, garage or front garden, you may be out of pocket, as the retailer may try to wriggle out of their responsibility claiming you suggested where to leave it.
You may have to wait 30 days for ‘missing parcels’
If your delivery arrives later than promised, you should get a refund under the Consumer Contracts Regulations.
So if say you pay for delivery on a certain day, or you’re promised a specific delivery date, and the delivery is a ‘no show’ then you should go straight back to the retailer.
However if you’re not given a specific delivery date, under consumer law, retailers do have up to 30 days to get parcels to you. Seems a crazy long time I know, but that’s just the way it is.
Check who’s doing the delivery
You can’t usually choose the courier company when ordering online, that’s often the retailer’s choice, but if you’ve had problems in the past with one particular firm, worth asking the store which delivery company they use.
That way you can decide whether to take a chance or make a stand and order from someone else.
Watch for scammers!
If you’re expecting a parcel and you’re out when it arrives, you might get one of those ‘sorry we missed you’ cards in your letter box.
But be very wary if you get a text claiming you’ve missed a delivery and asking for payment in order to rearrange a new delivery slot. If you do get one of these texts, forward it to ‘7726’ sharpish! This flags up the message as a potential scam and means your mobile company can investigate.