Broken delivery appointments are a common cause of complaint. For example, you buy some furniture and arrange with the shop to have it delivered on a particular morning. You take time off work on the delivery day, but nobody appears.

One way to give yourself some rights is to make time of the essence when you are buying the goods. When you make the initial contract with the shop, specify that they must be delivered on or by a certain date. Write this date on your receipt and on the order form in the shop. If the time or date is broken you can cancel the contract and claim back the money you have paid.

Even if you have not done this, you are not expected to wait forever for delivery. If your goods do not arrive on the specified day, write to the shop immediately to inform the manager that unless he arranges delivery within a specified period of time, you will cancel the contract.

Just like buying from normal ‘bricks and mortar’ shops, if something goes wrong first complain to whoever sold you the product, and with whom you have a legal contract.

If you paid by credit card, and the goods never arrived, contact your credit card company. They may be able to intervene with the seller and resolve the dispute.

The European Consumer Centre (ECC) may be able to help if you have a dispute with a retailer in the EU. Econsumer.gov may be able to assist if you have a problem with a retailer outside the EU. It is a worldwide venture to gather and share cross-border ecommerce complaints and provide information to consumers shopping online.

If you buy goods through mail order, your rights are the same as when buying from a shop. If goods are faulty, send a letter by recorded delivery to the firm before returning the goods. In the letter, describe the defect and say you are returning the goods within the next few days and would like the postage reimbursed. Say what you want the firm to do about the goods (refund, replace or repair). You should alway keep a copy of the letter. Writing in advance covers you in case the company later claims that the defect was caused when you sent the goods back. Pack the goods carefully and send them also by recorded delivery.