Not sure if anyone can help - non ebid query

This is a non eBid query with regards to missing items and the possible legality on claims.

On 4th January 2021 I purchased some school clothes for my daughter, these items were dispatched on 6th January 2021 but never delivered, I did a follow up email in February, March, April and this month, only to be told this month due to time frame these items can not be replaced. The company ignored by previous emails asking where the items were.

What is the time frame for the company to claim against their delivery partner to claim for lost items and is the company under any legal duty to offer a refund or replacement within the 4 month period to replace the missing items? Or would this be a case of requesting a refund from debit card company?

Hi Craig

Has the company provide you with the shipping company and track number for your Item?

They haven't as yet, just informed me that they can't claim or issue a credit for the missing items from their postal service due to lack of time

I work for a large del company and if the goods have been shipped there will be an ID number of some sort.

If the issue is with the shipping the goods will be held for about 3 months( this can vary depending on company) then sent back to the shipper at there cost or they can ask to have them destroyed.

I would ask for proof of shipping from the clothing company. Then if they provide it you can communicate directly with the shipping company to find out if its held or if there was some kind of problem with delivery.

It all sounds a bit fishy to me as there is no time limit for them to make a claim for missing goods. If they can prove they shipped it with said company and prove its not arrived as per there estimated delivery date they can start a claim.

I don't know how it works in the UK but . . .

This is the company you purchased the clothing's problem, not the delivery partner.
( In a separate problem, the clothes company needs to solve their refund from their delivery partner. Does not concern you)
AND you need to get going on this.

Send an email to the company customer service with the details and that you want the tracking number from January 6th shipping by May 7th.
On May 8th, if no response, I would email them once again and state that you are filing a complaint.

Filing a refund through your payment processor (credit card, bank or ?), with copies of the order, and all the emails.
The payment processor will go to the clothing company to get their side and if they have any proof of delivery.

I think you have about 6 months for fight this dispute. You need to start getting your refund now.
(just my opinion)

Good Luck

***

I had a similar problem.
I decided to buy a book directly by the author beginning of September.
After a month, I contacted they where was the book and I would like the tracking number. (I gave plenty of time because of COVID)
I get an apology that they will ship it out the next day. (just over a month I ordered it).
I waited 3 weeks and still not book. Emailed them and no response. Email them a few days later and still no response.
I contacted the charge card company with all my emails.
Beginning of December, I received my refund.

December 29th, I received the book. THEY shipped the book on December 26th. They knew I received a refund.

Update:

After sending numerous emails, turns out they sent it first class post with royal mail, but due to covid all emails sent via their website were limited to 20 per day. They were adamant that they couldn't refund or replace due to them not seeing any emails from their contact page, so I escalated it further to trading standards, now I've been banned from using their website but am getting a replacement school uniform

Sorry I'm a little late! At this stage I'd review them on "Trustpilot"!!! A little laughable, really, as if you would wish​ to use them again!