Imagine this scenario. You’ve bought a Christmas present from an online store and paid extra for next day delivery. However it’s not arrived. If it doesn’t arrive soon, there will be no present to give at Christmas. What can you 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, the opening hours are Monday to Friday, 9am to 5pm, and provides advice on consumer issues.