Help with consumer rights - no idea!

[mariebaby3]

Hi all,

I placed an order for a personalised cardigan for my daughter back in Feb and at the time of ordering there was a 4-5 week lead time. It’s now been a little over 7 weeks with no order updates & no replies to my email asking for an update. I’ve had 1 reply on social media saying they’ll get back to me with an eta for delivery but then radio silence again.

What are my rights here? I’m worried it’s not even going to fit my daughter by the time it gets here and it wasn’t cheap! Can I put through a credit card claim? I’m so uncertain because it’s a personalised item which I know makes things more complicated.

Any advice is really appreciated

You have 120 days from purchase to submit a chargeback / section 75 claim. Start the clock, because that may focus the seller's mind. Gather any receipts / emails you have. I'd normally wait 30 days after estimated delivery, but you're already 2 weeks over and you already have evidence they're ignoring you. It doesn't matter if it's personalised. It matters that you haven't received it in a reasonable amount of time.

You first have to request a refund from the seller. Make clear when the item was expected to arrive, and give them a timescale to respond, eg: 7 days. Also make it clear that you will be requesting a chargeback from the bank if you used a debit card, or / and a refund under section 75 if you used a credit card.

The seller may send the item, but if not at least you shouldn't be out of pocket. I've had to do this twice in the last 2 years. The first time, I got my money back via the bank, and the second time, the seller refunded me themselves after I'd started chargeback proceedings (sellers get charged a fee if the refund comes via chargeback).

Good luck.