January Advice Column
"I've ordered a vase online but it's arrived broken. Is there anything I can do to get my money back?"
It may seem logical to complain to the delivery company but it’s actually the responsibility of the retailer to ensure the item arrives in good condition.
Call or email their customer service department and explain the situation - you’ll find their contact details on the website or on your order form. You may be asked to email photos of the broken vase to prove it’s damaged.
You will then be offered either a refund or a replacement. It’s up to you which one you accept, but if you want a replacement ask for an estimated delivery date so you know when it will arrive.
Some retailers ask you to return items that arrive damaged. If that’s the case, you need to repackage the vase and stick the returns label provided on the front of the parcel. Include the returns form, specifying your reason for sending it back.
Depending on the retailer, you will either need to post the item through Royal Mail or they may offer to have it collected. You shouldn’t have to pay any postage costs.
If you asked for a refund you can expect to be reimbursed within 14 days of the retailer agreeing you’re entitled to one.
For further advice, contact the Citizens Advice consumer service on 03454 04 05 06.