I bought my mum a Christmas present from an online store. I paid extra for next day delivery but it hasn't arrived. I tried to contact the delivery company but wasn't able to speak with anyone. The online store has said my parcel is with the delivery company and should arrive soon.  If it doesn't arrive soon, I won't be able to send it to Spain in time for Christmas. What can I do?

 You paid for next day delivery so your goods should be delivered on the agreed date.

Because you bought something from a business to be delivered to you, it’s the seller’s responsibility to make sure the item is delivered.

As the seller used a courier, they should chase the courier to find out what’s happened to your order - it’s not your responsibility.

If you want the item:

Under the Consumer Rights Act, you can ask the seller to deliver the item again if the item wasn’t delivered by the agreed date.

Other steps to take if you want the item could be:

  • Cancel your original order and reorder it again from the same or a new online store
  • Check if a local store stocks the item(s)
  •     Keep trying to contact the delivery company via tracking tools/phone/email

If you want to cancel your order:

You can cancel and ask for your money back because you haven't received your goods on the agreed date. Tell the seller that what has happened to your order is "a breach of contract under the Consumer Rights Act 2015" - as the delivery date was essential and they didn’t meet it.

You can find useful template letters and your rights on the Citizens Advice website.

Alternatively you can call 03454 040506, or 03454 040505 for a Welsh-speaking adviser. It’s open Monday to Friday, 9am to 5pm, and provides advice on consumer issues.

You can also get free confidential advice from Citizens Advice Cheshire West  by visiting your local office in Northwich, Chester or Winsford Monday to Friday between 9am and 12 noon and 1pm and 4pm.  Please note that we are closed for lunch between 12 noon and 1 pm.  In Ellesmere Port we are open Monday to Friday 9am - 2pm.  No appointment is necessary.  Or, phone 03445 76 61 11 Monday to Friday between 10am-12.30pm and 1pm - 4pm. 

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