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Updated : 28/03/2017

Shipping and delivery

If you do not collect your purchase straight away or have ordered it for delivery at home the trader should deliver it to you within 30 days – unless you specifically agreed on a different delivery time.

Delivery costs

You must always be clearly informed of the total price for your purchase, including delivery and other related costs.

Different prices for delivering items to foreign countries can be justified.

You must give your explicit consent to any additional costs, for example if the trader wishes to offer you express delivery, or gift wrapping. Using a pre-ticked box on the trader's website does not constitute such consent and you would be entitled to reimbursement of any payment which has been collected in this way.

Damaged goods

The trader is responsible for any damage to the goods from the time of dispatch until you receive them.

Remember that if an item you bought anywhere in the EU turns out to be faulty or doesn't look or work as advertised you are entitled to ask for it to be repaired, replaced or, where neither is possible, a refund. Find out more on guarantees.

Missing delivery

If you don't receive the goods within 30 days, or within the mutually agreed period, you must remind the trader giving an additional, reasonable time limit to deliver. For example, if the trader has informed you that delivery is delayed by a week because of problems with his suppliers you should consider giving him an extra week.

If the trader still does not deliver within the extended deadline you're entitled to terminate the contract and be reimbursed as soon as possible.  You do not have to give the trader an extension if he refuses to deliver or when an agreed delivery period is essential, for example, if the goods in question are needed for a specific event, for example a wedding dress.

Sample story

In mid-November Andrej from Slovakia ordered a case of wine online from Italy for his family's Christmas celebrations. Christmas came and went, without the wine being delivered.

As the product was not delivered within 30 days, even though he had reminded the trader and given him some additional time to deliver, Andrej is entitled to a refund from the trader.

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