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Old 06.02.2016, 14:37
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Online purchase, not arrived

I ordered something online and paid the extra to have it delivered within 1-2 work days. It's not arrived yet, I ordered it on Tuesday. I calculate that I should have received it on Friday at the latest.

I'll have an orange slip to pay when it finally does arrive, but I want to dispute the delivery fee because of late arrival, how do I go about doing this?

I have in the meantime messaged the company to tell them it has not arrived yet but I'm not expecting to hear back because it's the weekend.
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Old 06.02.2016, 14:40
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Re: Online purchase, not arrived

Did they give you a tracking number!?

Are you sure you don't need to pay before they send it!?
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Old 06.02.2016, 14:44
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Re: Online purchase, not arrived

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Did they give you a tracking number!?

Are you sure you don't need to pay before they send it!?
Good question, I chose the option that sends a bill to me, but I will double check that - I've done it before and got the items and the orange slip but maybe I made an error this time. If s, shame on me!
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Old 06.02.2016, 14:56
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Re: Online purchase, not arrived

It's pay on arrival and just an order number.
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Old 06.02.2016, 15:07
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Re: Online purchase, not arrived

It might still arrive in 1-2 work days from dispatch. Ordering and having it processed to be sent out are 2 differnt things
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Old 06.02.2016, 15:13
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Re: Online purchase, not arrived

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I'll have an orange slip to pay when it finally does arrive, but I want to dispute the delivery fee because of late arrival, how do I go about doing this?
Umm, contact the company you bought it from?

You will have to pay the orange slip, your only hope of getting delivery refunded is after you receive it.
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Old 07.02.2016, 10:44
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Re: Online purchase, not arrived

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Umm, contact the company you bought it from?

You will have to pay the orange slip, your only hope of getting delivery refunded is after you receive it.
Gee thanks, why didn't I think to contact them!

I have already contacted them, no response.

I guess i figured there would be a process to deal with late deliveries. But I guess here we just accept these things and move on. well we can all afford it can't we!
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Old 07.02.2016, 10:47
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Re: Online purchase, not arrived

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You will have to pay the orange slip, your only hope of getting delivery refunded is after you receive it.
But she won't get the orange slip before she receives it so I guess she still has time to dispute the delivery charge before she pays it.
I disputed something once and they just sent me a new orange slip with the amended (lower) amount on.
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Old 07.02.2016, 10:49
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Re: Online purchase, not arrived

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But she won't get the orange slip before she receives it so I guess she still has time to dispute the delivery charge before she pays it.
I disputed something once and they just sent me a new orange slip with the amended (lower) amount on.
Thanks that's good to hear. I'm hoping they do that in this case.
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Old 07.02.2016, 10:49
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Re: Online purchase, not arrived

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Gee thanks, why didn't I think to contact them!

I have already contacted them, no response.

I guess i figured there would be a process to deal with late deliveries. But I guess here we just accept these things and move on. well we can all afford it can't we!
You didn't state that you had contacted them and asked such a general question as "what is the process" that why should you be given the benefit of the doubt? What recourse do you think there is other than contacting the company... get a lawyer? If you don't get an amended payslip by the time you receive the goods then you will have to pay up and sort out the delivery refund afterwards, or turn away the goods (presuming you have to pay for the postman to hand them over).

As for the "we can all afford it comment" that is just, well, lame.
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Old 07.02.2016, 11:08
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Re: Online purchase, not arrived

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You didn't state that you had contacted them and asked such a general question as "what is the process" that why should you be given the benefit of the doubt? What recourse do you think there is other than contacting the company... get a lawyer? If you don't get an amended payslip by the time you receive the goods then you will have to pay up and sort out the delivery refund afterwards, or turn away the goods (presuming you have to pay for the postman to hand them over).

As for the "we can all afford it comment" that is just, well, lame.
I DID say I contacted them. You didn't read my post correctly.

If I knew what other recourse there was I wouldn't have asked for advice.

I don't know if I can refuse to pay the orange slip that arrives. I don't know if I have to pay it first and then request a refund. I don't know if I am supposed to send the item back and not pay at all. That's why I asked.

you, richdog, would be a hoot at a party.
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Old 07.02.2016, 11:12
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Re: Online purchase, not arrived

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I have in the meantime messaged the company to tell them it has not arrived yet but I'm not expecting to hear back because it's the weekend.
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You didn't state that you had contacted them and asked such a general question as "what is the process" that why should you be given the benefit of the doubt? What recourse do you think there is other than contacting the company... get a lawyer? If you don't get an amended payslip by the time you receive the goods then you will have to pay up and sort out the delivery refund afterwards, or turn away the goods (presuming you have to pay for the postman to hand them over).
Ermm did you not read the OP? The last line clearly says that she's contacted them but wasn't expecting a reply since it's the weekend.

In my experience the orange payslip comes along with the goods or afterwards. I have never had the payslip before receiving them or had the pay the postman whenever I've chosen the Orange slip option.
She can presumably dispute the charge before paying it but whether they offer a refund or not will depend on their t&c. As other have said it may be the time from dispatch and not the time from the order being placed/acknowledged which counts.

Last edited by Belgianmum; 07.02.2016 at 11:25.
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Old 07.02.2016, 11:19
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Re: Online purchase, not arrived

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It might still arrive in 1-2 work days from dispatch. Ordering and having it processed to be sent out are 2 differnt things
Indeed.

Do check the T and Cs, Monica.

I learned the hard way that some Swiss retailers count from dispatch, not order. As counting expedited delivery from time of order is pretty much standard practice with every other (non-Swiss) retailer I shop with, and when processing time is added this is clearly stated, I didn't think to check when ordering from this Swiss shop. Stoopid mistake, I know, I've been here long enough to know better.

So I paid a very expensive overnight delivery fee... and received my item nine MONTHS later.

(Yet another reason why I no longer shop online with Swiss stores. When purchasing online, customer-friendly practices are key to retaining my loyalty.)

You can try to dispute the delivery charge, after all nothing ventured nothing gained. But do first check the T and Cs.
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Old 07.02.2016, 11:22
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Re: Online purchase, not arrived

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I ordered something online and paid the extra to have it delivered within 1-2 work days. It's not arrived yet, I ordered it on Tuesday. I calculate that I should have received it on Friday at the latest.

I'll have an orange slip to pay when it finally does arrive, but I want to dispute the delivery fee because of late arrival, how do I go about doing this?

I have in the meantime messaged the company to tell them it has not arrived yet but I'm not expecting to hear back because it's the weekend.
- is the company you ordered from in EU or Switzerland? According to EU law you can cancel an order up tp 7-14 days after ordering online. There is no similar constraint in Switzerland, it's up to both parties to find an agreement.

- You mention that you "paid" extra to get it in 2 days....and then you mention you "will pay" once it arrives. I assume the extra will be paid together with the orange slip I guess.

- if you have the proof that you requested delivery within 2 days and the proof (by post) that they did not deliver then this a breach of contract and you can just return the package with an explanation letter. But you will have to bear the costs for sending back.
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Old 07.02.2016, 11:25
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Re: Online purchase, not arrived

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Indeed.

Do check the T and Cs, Monica.

I learned the hard way that some Swiss retailers count from dispatch, not order. As counting expedited delivery from time of order is pretty much standard practice with every other (non-Swiss) retailer I shop with, and when processing time is added this is clearly stated, I didn't think to check when ordering from this Swiss shop. Stoopid mistake, I know, I've been here long enough to know better.

So I paid a very expensive overnight delivery fee... and received my item nine MONTHS later.

(Yet another reason why I no longer shop online with Swiss stores. When purchasing online, customer-friendly practices are key to retaining my loyalty.)

You can try to dispute the delivery charge, after all nothing ventured nothing gained. But do first check the T and Cs.
I will. When I first read wallabies post I thought no way would they have a charge to get it quick but then not include processing time.

In the uk I ordered everything online and I knew the process for lots of eventualities like late deliveries, missing items etc. But here I don't order much online and I feel like I'm learning the ropes from the beginning.
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Old 07.02.2016, 11:31
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Re: Online purchase, not arrived

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I ordered something online and paid the extra to have it delivered within 1-2 work days. It's not arrived yet, I ordered it on Tuesday. I calculate that I should have received it on Friday at the latest.

I'll have an orange slip to pay when it finally does arrive, but I want to dispute the delivery fee because of late arrival, how do I go about doing this?

I have in the meantime messaged the company to tell them it has not arrived yet but I'm not expecting to hear back because it's the weekend.
Go to Geneva and find the UNHCR (United Nations High Court for Retail). They will help you.
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Old 07.02.2016, 11:33
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Re: Online purchase, not arrived

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- is the company you ordered from in EU or Switzerland? According to EU law you can cancel an order up tp 7-14 days after ordering online. There is no similar constraint in Switzerland, it's up to both parties to find an agreement.

- You mention that you "paid" extra to get it in 2 days....and then you mention you "will pay" once it arrives. I assume the extra will be paid together with the orange slip I guess.

- if you have the proof that you requested delivery within 2 days and the proof (by post) that they did not deliver then this a breach of contract and you can just return the package with an explanation letter. But you will have to bear the costs for sending back.
It's a Swiss company.

What I meant by saying I paid for fast delivery is that I chose the option from a selection. 5-6 days or 1-2 days, I went with the faster option. I will be billed for the item and delivery together.
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Old 07.02.2016, 11:38
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Re: Online purchase, not arrived

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Go to Geneva and find the UNHCR (United Nations High Court for Retail). They will help you.
Can you explain this process a bit more? Have you done it yourself? What are your tips and hints on going down this route?
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Old 07.02.2016, 11:42
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Re: Online purchase, not arrived

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Can you explain this process a bit more? Have you done it yourself? What are your tips and hints on going down this route?
I think it's a "joke" by the poster...UNHCR is UN high commission for refugees.

On a more serious note there is an ombudsmanstelle (mediator) for e-commerce. If you think it's worth going that path you can contact them. The process is described here (only in german).
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Old 07.02.2016, 12:36
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Re: Online purchase, not arrived

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I think it's a "joke" by the poster...UNHCR is UN high commission for refugees.

On a more serious note there is an ombudsmanstelle (mediator) for e-commerce. If you think it's worth going that path you can contact them. The process is described here (only in german).
Of course, I knew he was joking, as was I in my response. I didn't know it was the high commission for refugees however. I wonder if the poster is suggesting that my woes are comparable to that of a refugee. I'm struggling to find the funny side.
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