Arantxa Garcia, Head of Postal Services at the Consumer Council, emphasised the importance of understanding consumer rights regarding delivery costs, problems, and returns. She said, “We know consumers across Northern Ireland do a lot of online shopping. Therefore, the importance of knowing your rights about delivery costs, delivery problems and returns is increasingly important. “
The Consumer Council has provided the following tips to help consumers navigate the online shopping landscape:
• Check delivery terms before you buy – To avoid disappointment always check delivery policies, terms and conditions, and the delivery costs before committing to a purchase.
• Do not assume that all online retailers offer free returns – You may have to cover the cost of returning items so always check before purchasing.
• Get the item delivered on time – If you need the item by a certain date, factor in enough time as there may not be a next-day or express delivery option to Northern Ireland. Goods ordered online must be delivered within the time frame specified or agreed with the retailer.
• Think ahead – Will you be there when your parcel is being delivered? If not, you may wish to consider selecting an alternative address or a safe place with the retailer. Be aware that if you give permission for your delivery to be left in a specified safe place or received by a nominated neighbour and something goes wrong, you will still be considered to have received the delivery. Think very carefully about those options when you’re making a purchase.
• Contact the retailer if the parcel has not arrived or arrives damaged – The retailer is responsible for goods up until they are delivered. This means, that in the event of non-delivery or if the item arrives damaged, contact the retailer rather than the delivery company. Check goods quickly after receiving them and raise any issues promptly.
• Always get a proof of posting if returning goods – When using the designated courier or pre-paid postage label organised by the retailer, it is important to retain a proof of posting. If any delivery problems occur after you have returned the item, the retailer is responsible for sorting this out with their appointed delivery provider.
• Include your address on the back of sent parcels – In case of problems with the return delivery.
• Be aware of sophisticated scam emails and text messages related to parcel deliveries that appear to be from legitimate sources – Stop and think, and never click on links in text messages or emails. Never disclose your bank details; delivery companies will never ask for these to release your parcel.
In the event of a postal issue, Arantxa added: “There are different processes in place for dealing with postal issues, depending on the circumstances. Visit Postal services | Consumer Council for information about your postal rights, and whether you are entitled to compensation.”