Lost parcel - evri (obviously!)

[henchhen]

I order a parcel a week ago on next day delivery. It's got to Evri's hub where it has stayed ever since. The seller (a house of Fraser) have refunded the delivery cost but are saying I can't cancel or get a refund before 30 days is up under the distance selling regulations. Does anyone know if this is correct? I've googled but it's confusing. I just want my parcel!

I think house of Fraser is owned by Mike Ashley. I’m not sure that name is commonly associated with good customer service and easy refunds.

I'm not sure about HoF but you can dispute the cost with your bank after 30 days without having to formally go through HoF, if you don't receive a product that you paid for within 30days the payment can be disputed and refunded back to you. If the bank has any queries they can then contact you afterwards. I find it a lot simpler and quicker doing this nowadays then dealing with poor customer service from online retailers.

I think it is correct in the sense that they have 30 days to perform the contract. However if you expressly agreed something else then I would say that overrides the regulations. You’ll probably spend the 30 days arguing with them about it though…

The reason HoF aren't refunding you is because there is a good chance Evri will deliver the parcel, or return it to them within 30 days.

Before Christmas I ordered something to be delivered by Evri from a smaller retailer. The parcel didn't turn up within 10 days. The smaller retailer emailed Evri to ask where my parcel was. Evri responded that they had it and needed a further 7 days to deliver it. I was sent the email chain and the parcel was delivered within those 7 days.

I had an Evri parcel take SIX WEEKS to be delivered recently. I was the seller and Evri still had it in their system so they wouldn’t issue me with a claim form

If you paid for next day delivery and it didn’t arrive the next day, you are entitled to a refund as the seller has failed to meet the contract agreement.

distance selling regulations are gone. They need to get up to date.

If #evri delivery dates given by the seller have passed or you paid extra for next day delivery or similar, you are entitled to a replacement or refund without undue delay. It’s the law. www.legislation.gov.uk/ukpga/2015/15/section/28/enacted