I’ve been sent stuff I never ordered!

The Distance Selling Regulations are very clear on this. If you’ve been sent unsolicited goods, you are entitled to treat them as an unconditional gift and do with them as you choose. You are not required to keep them for any amount of time and you are certainly not required to pay for them. Any attempt to demand payment (by threatening means or otherwise) is unlawful.

Mail order and distance selling

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66 comments… add one
  • artist 18 April, 4:47 pm


    I bought something via eBay, and the seller sent me the wrong item. He is refusing to refund or send the correct item until I pay to post back the ‘wrong’ item that he sent. Paypal and eBay have ruled in my favour in terms of me being entitled to a refund but even so they have also stated I won’t get that refund until I pay and post back the incorrect item. Making me do this is against distance selling regulations but Paypal says they don’t comply with them as they have thier own rules which I agreed to when I joined paypal.

    Meanwhile on the sellers site he says he complies with the cselling regulations and so these were the terms of business I agreed to when I made the purchase.

    Is Paypal allowed to bypass distance selling regulations like this?

    • Red Cardinal 4 November, 12:05 am

      No, Paypal and the seller are not correct. You have statutory rights (Sale of Goods Act and the Distance Selling Regulations) and “agreeing” to their terms and conditions doesn’t override your legal rights under these two pieces of legislation. Claiming that it does may well be an offence in itself. I’d suggest contacting your local Trading Standards Office for advice.

  • jamjam173 13 May, 2:26 pm

    if i ordered an item online, and was supplied a different model to that ordered, and i gave them notice of rejection and informed seller that wrong item would not be returned or paid for, and they then sent the correct item to order, but charged for both, of which i then paid for the correct item to order and made this clear when paying. can the wrong item be classed as unsoliceted and so cannot be pursued for payment?

  • gandi 13 November, 10:06 am

    I ordered an item off of amazon and it didn’t arrive when promised. I assumed it had been stolen at the post office or lost. I waited a few days before contacting them and then i cancelled the order. I recieved a full re-fund and i thought it was all dealt with. The next day i then recieve the delivery which i had originally ordered but had since cancelled. Am i under legal obligation to return the item? And if i am, is it ME that needs to inform them that this mistake has happened OR can i wait until they contact me asking for it (i have no problem sending it back if they ask). Also, will i need to pay for the return?

    • Red Cardinal 16 January, 11:21 pm

      I imagine that your original item was delayed in the post. The short answer to your query is yes, you should contact the supplier and arrange the return of the item. If you don’t return then item you’re potentially leaving yourself open to accusations of criminal fraud as you will have received the item and also a refund for non-delivery.

      • Anoreta 8 May, 11:06 pm

        My situation is similar to gandi’s.

        Order Placed with Amazon – 13 Dec 2010 for next day am delivery.
        Not Delivered on 14 Dec 2010
        Charged for item on 14 Dec 2010
        Goods Dispatched on 16 Dec 2010
        Goods Not Delivered by 23 Dec 2010
        Full Refund given on 23 Dec 2010
        Goods returned to sender 23 Dec 2010 – As per City Link Tracking
        Goods Delivered to me on 31 Dec 2010.
        During January I tried to contact Amazon by email to return goods without success.
        On 7 March 2010 Amazon emailed me and asked me if I still wanted goods and to reply to this email if I wanted to return them
        7 March 2010 I replied saying yes please collect.
        To date heard no more.

  • jane 13 May, 11:53 am

    I ordered 2 items recently online and ended up recieving one of the items plus some items i did not order. I contacted the seller to tell them and they said, send the unordered items back and we will send you the remaining item. I have not done this yet. Am I obliged by law to send these items back as I have not paid for them? Or can they be accepted as a ‘unconditional gift’? The value of the unwanted items rather outweighs the cost of the item I didn’t recieve.

  • V O'Connor 6 June, 6:51 pm

    Hi, I purchased a bugaboo custom hood from an eBay seller. When the hood arrived it was of very poor quality and I left negative feedback for the seller. The seller wasn’t happy and offered me a refund which I accepted. I waited for the seller to arrange for collection, this didn’t happen so I returned the goods by recorded delivery royal mail. I waited two weeks and still haven’t received my refund. eBay and paypal won’t open a resolution as it was over their 45 day policy (it was 49 days). They have only said I can contact the police or their legal department. I thought that as the goods were faulty then I should be entitled to a refund despite the time frame. Where do I stand please?

  • Terrie 11 June, 12:44 pm

    I have had a pendant and a pair of earrings delivered to my address from compton & woodhouse. I signed for the packages as i did not know what they were. I dont know if someone has maliciously ordered these items or if it is a scam. Have i the right to demand that the company that supplied them has to arrange to pick them up. I certainly don’t want to pay to send them back. They were delivered on 11 june 2011. on the invoice it it says statement date 09 june 2011 and payment due by 09 june 2011. It also says that if i fail to make a payment and they or someone acting for us have to remind you they reserve the right to make a administrative charge of £12. What are my rights i dont want any debt collectors turning up on my doorstep. thanks

    • Red Cardinal 13 June, 11:16 pm

      You have the right to return the items.

      Contact the company and explain you didn’t order the items and wish to return them. Even if you had ordered the items, under the Consumer Protection (Distance Selling) Regulations 2000 you have a cooling off period of seven days where you can cancel your order within that period and return them to the supplier.

      If they refuse to take the items back once you’ve contacted them, contact your Trading Standards Office and report them. (Tell the company you are doing this.)

  • Lee 6 October, 1:31 pm

    If i order something from an online site, that say non -returnable, does this affect my distance selling rights. So under my rights would i be able to return the item even though, they are saying its non refundable


  • Red Cardinal 7 October, 8:46 am


    I’m presuming that this is a UK site? Whatever terms or conditions the compnay has stated, these cannot overide your statutory rights.

    If you’re in doubt, contact the company before buying, point this out to them and get their confirmation. Any problems, go to your Trading Standards Office.

    Important to note that the Consumer Protection (Distance Selling) Regulations 2000 don’t apply to all types of merchandise. There are a few items it doesn’t cover (e.g. jewellery).

  • Alishea 26 October, 10:16 am

    A few weeks ago a parcel was delivered to my address whilst I was at work, so my neighbours took it in (I don’t know if they had to sign for it or not). It had my address but not my name, I opened the parcel to find out where it had come from. I spoke to their fraud team to make sure no one was using my address fraudualantly and arranged for the parcel to be picked up, as I refused to waste my time going to the post office or one of their distribution centres as it was their fault that the parcel was sent to the wrong address. Nobody came on the day that had been arranged (Friday). I got home on Monday to see a card pushed through to say that they had been and to rearrange collection. Knowing that I wasn’t going to be in I left it for a couple of weeks until in I knew when I was next going to be in and arranged a new collection date. That was this Monday and nobody has been. Do i have to keep arranging times or can I just leave up to them to contact me? I don’t want them sending me any bills for these as I have never even had an account with them.

  • Poppy 21 December, 8:33 pm

    24 Nov ordered 2 Ipods from Dixons and due to a promotional offer on their site not working I rang and cancelled order 20 minutes later.

    Order cancelled and CC refunded.

    I placed order for 2 different Ipods next day.

    A few days later the two ipods from cancelled order arrived so I rang them and they were unaware they had been despatched so arranged collection. Goods collected 30 Nov. 5th December they were sent back to me. Again rang and they arranged to collect but didn’t turn up so I emailed them and they arranged to collect again today, but no one has turned up.

    Do I have to contact them again to arrange collection or can I now keep the goods and dispose of as I wish?

  • Blueblox 19 January, 3:46 pm

    Hi All.
    I ordered an item worth about £200 from a European company, and was instead sent an item worth considerably more.
    I’ve emailed the company and informed them (twice in fact).
    I’ve also noticed that the stock/barcode sticker on the box they just sent me states that it is the item worth £200 and not the more expensive item, so I can only imagine the mistake was made by someone in the factory.
    What are my legal rights here?

  • Pamela Mo 9 April, 11:49 am

    Hi there I purchased 2 bottles of 500mls of sunscreen and have receipt and dispatch notification to confirm same although 2x125mls sunscreen arrived company unwilling to honour 2x500ml bottles and have advised to return for a refund. Are these bottles classed as unsolicited gifts? Or do they have to honour the pj base if 500s x2.

  • Joseph Saverimoutou 2 November, 6:12 pm

    I bought an ecig pack, this was on offer for £4.99. I have now been told that at the same time I signed for a monthly refill plan of £59.70, and that the money has been taken from my account. Apparently this refill plan is automatically added to your shopping basket and you have to delete it or cancel it later. There is no mention of me requesting such a plan on my account from the said company, there is no mention of the plan on the confirmation order email. Consequently in the event that I did make a mistake there was no way I could have cancelled the refill plan.

  • Lucy Taylor 4 December, 1:52 pm

    My Husband ordered a high value item from group on…well the order didn’t ever go through, so I should say he attempted to place an order, the item is £1500 in value. It states on the account the order was cancelled and never successfully placed.
    The item was however delivered, can this be classed as unsolicited item? As it was never successfully ordered?

  • Stevie 22 March, 2:09 pm

    I ordered a chainsaw from woolworths and when it arrived it was used. I returned it straight away to be told “you have returned an item we did not supply” and that I am to pay for this.What are my rights? Thanks in advance

  • Bhavana 24 May, 9:31 am


    I ordered a Pay as You Go Phone from dialapahone and they requested proof of work address and all. I have received the wrong item from them yesterday (a phone on Pay Monthly), which is of higher value than the item I ordered from them.

    I am totally frustrated as they created a lot of inconvenience with cancelling my order the first time without informing me because they could not verify my address, then for asking for proof of work address, to then send me the wrong item with someone else’s personal details such as address, bank account number (!), and log-in details for that person’s online account with them etc. I find this totally unacceptable and pretty sure this not only breaches sales laws but also data protection rights?!

    I am pretty sure they must have passed my order and personal details to someone else, and I do not know if it is just myself and the person whose order I received or whether it’s a total mess involving 10+ orders.

    Any advice on what is the best course of action to take please?


  • Charles 22 November, 9:29 pm

    My 91 year old Mother with onset dementia received a package today from the mailman. Didn’t require a signature. I happen to be home on holiday from England at the time. The package contained one (1 lb) tin of Danish Butter Cookies. Inside was also an invoice for $58.95 to be paid. We have not opened the tin just the UPS box. I called the company (Advanced Employment Solutions, LLC (Phoenix, AZ)and told them the item price was outrageous and how could they con old people, I told them to delete her phone number from their records. They hung up on me. I went on-line and put my mother on the “do-not-call” register. Question: do we have to pay return postage to send it back?
    We are both on retired pensions. Thank you.

  • Kevin 7 December, 1:50 pm


    A wrong item was sent to me from UK online store Zavvi (I’m from the Netherlands).
    They won’t send me the item I ordered, untill I return the wrongly sent package. I have now received a letter where they claim to have tried to contact me on numurous occasions (they didn’t) and sorta threatening me to send it back or else!

    Problem is, I haven’t received the package yet! (can take up to 3 weeks, sometimes 4)
    I don’t like the threatening tone of the letter AT ALL, can I use the information at the top of this page if the item does arrive and keep it?
    What if the item doesn’t arrive at all, and was lost in transit??

  • wendy 9 October, 7:18 pm

    Hi, iv ordered clothes in June from.Freemans online mail order. I had some items arrive but not all plus I retired some. They have charged me for items I havnt recievef and for items I returned. Have sent at least 8 emails and several phone calls trying to sort this out. At one point they told me they had added ‘ lost in transit on the good then still charged me !!! . I am now paying monthly for goods I didn’t buy. They keep saying they will resolve but don’t. Will I incur bad credit if I just don’t pay ?

  • Lesley Atkinson 10 October, 10:29 am

    I ordered a 14 day trail period of slimming products online, when I ordered online all I was asked for was my name, address and card numberm, I was not asked to read terms and condidtions or asked if I agreed with terms and condition so assumed it would be just a one off payment of £3.95.
    The good arrived after a couple of days, and I never gave it another thought, untill 14 dasy later when I checked my online banking and notice that I had been debited for £95 but the same company, I had not recieved any additional products as I only signed up for the trail period.
    I rang my bank and they gave me details of the company as I had not recieved any information with the trail products and had not recieved a confirmation email from the company.
    I gave them a call and was told that when I confirmation payment for the trail goods I had signed up to to recieved more goods but as the normal price, and i was out of the 14 day cooling off period.
    I was told to return the goods once i had recieved them and I would get a refund but it would be £20 less as they would charge me for re-stocking.
    Do I have any rights to claim the full amount back as I have recieved no information from them regarding the cooling off period or that I had signed into recieving more products.
    Also the money was debited on the 30th Sept and it now the 10th Ocotber and I haven’t even recieved the goods to send back to them.
    Any help would great.

  • Sheila 22 October, 5:57 pm

    I came home and found a parcel hanging out off my letterbox. It was delivered by Yodel but it’s not for me. I e mailed them asking them to collect it, I have had no reply. What is the legal position.

  • Martin Brown 26 October, 12:25 pm

    Order a car scanner from a Ebayer in China with 768 positive feed backs, they sent the tracking number and a item arrived i ordered a £200 scanner of a particular make and model i was sent a £5 cloned / fake interface, the issue i have i have filed a wrong item received claim but i know they are going to say return it before i get a refund, but for me to return the item would be illegal as i know its a copy of course as Ebay have hardly any ways of notifying them outside the pull down menu options so how do i move forward.

  • Laura 13 November, 10:06 am

    I bought some perfume from Groupon and they have sent me the wrong perfume instead of DKNY NIGHT they sent me DKNY Red delicious not what I ordered. I have contacted them regarding this however this was the response I got and they are still advertising the item which I purchased but not received.

    Thanks for getting in touch and I’m very sorry for the trouble you’ve experienced with your Groupon Goods purchase.
    Unfortunately, we aren’t able to resend the product you originally ordered due to limited inventory. I apologise for any inconvenience this may cause.
    Of course, because you received an incorrect product, we are happy to accept a return of the order and issue you a full refund. If you decide that you’d prefer to keep the product instead, you’re more than welcome to do so.
    If you wish to proceed with a return and refund, please let me know. Please note that all refunds are issued after the product has been returned and processed, which may take up to 14 days.
    My sincerest apologies again for the error and I look forward to hearing from you. If there’s anything else I can do for you in the meantime, please don’t hesitate to let me know.
    Kind regards,
    Ramya Jeganathan

  • Emma 17 November, 8:24 am

    I recently ordered 2pink coast dresses from an American site, (can’t the the sizes I need in the uk) exactly same picture & description as on a coast site. my order came bck as to grey netted dresses with tags cut out from china with no returns information just Chinese shipping information in Chinese, (can’t understand Chinese ) been emailing for a few days & their saying their simlar (nothing is simular not even colour) told them want a return & refund & they only email me bck early hours in the mornin offering me compensation & to keep the dresses, they are unwanted not ordered & cost my £181, plus £5 conversion (did not realise they would charge conversion) who can I report this to to get a refund?? The site is using genuine names of stores & pictures & sending whatever they want .. Please can you help me??

  • chelsee 11 December, 7:34 pm

    hi i made a order and they sent me a wrong item. it has my name and address on it. i called them and told them and they said they would deliver the correct item and collect the wrong item. well two days later they havent turned up to collect the wrong item what are my rights on keeping the item ?
    thank you

  • Fran 12 December, 8:19 pm

    I ordered a toy for my five year old son for Christmas. After being sent a completely useless item which was not what I ordered I have had nothing but hassle and rudeness from their *customer service team* I have also had to wait 24 hours after every single email for a reply.

    I was told to return an item (that was Completely not what I had ordered) at my own expense. When I refuted this I was told it was in their terms and conditions. When I pointed out that it was not actually in their terms and conditions, one of their team told me they had issued a full refund and that I did not have to return the useless item that they had sent to me.
    After waiting a further day for this I contacted them again to say I had not received it. Their reply (a day later again) was for me to supply them with my PayPal details so they could refund me, which I did.

    I was then contacted the following day to be told that the other lady had made a mistake. That apparently she thought I had already returned the useless item (this is the lie, as she told me not to bother returning it) and that until I returned the item at my own expense that I would not receive my refund.

    I explained once again that I did not have the money to return the item as I had used all my money to buy from them in the first place and asked them for pre paid returns label or a refund and then I would return it. I also pointed out that I had been told that a refund had been issued and for me to keep the item. I pointed out again that I did not want to item just my refund and a way to return it to them.

    Their reply (yet again a day later) was telling me I was a liar and that I was not to email again, that any other emails from me would be deleted and that they would not reply to anymore emails from me.

    I am unsure how this is an acceptable way to conduct a business and am thoroughly dismayed. It was my first and last dealing with them. I now have goods that are of no use to me and no funds to replace them to get what my son has asked for from Santa.

  • Feline friend 29 January, 12:50 pm

    I was sent 3 pairs of slippers I didn’t order and know nothing about from an address via Hermes.I tried to get the name of the sender from Hermes but due to the data protection act they were no help at all,so I wrote to the address saying I would return the box of slippers if they would send me a returns label for the cost.To date I have heard nothing and I am not sure what I do now,the slippers are no use to my family,wrong size,and I do not seem to have been charged for them through Paypal so I don’t know how they got my name and address.What do I do now?

  • Suzanne McKenna 10 March, 3:36 pm

    I purchased a wooden ring online from the usa, my order never arrived so i contacted the seller, who apologised and said they hadn’t received my order so I put another order through, when it arrived I didn’t like it, I informed the seller who said as it was custom made she would only give me a 50% refund less shipping… I ordered the ring from sizes on the website so surely this means it is not custom made?? Anyway, another ring exactly the same arrived in the post which I have also been charged for! I contacted the seller and suggested that if I pay one both rings she could give me 50% refund on one and 100% on the other, she did not respond and has not respond to the two further emails I have sent…. What can I do??

  • Owen 16 March, 10:59 pm

    I recently bought a bike and originally they sent me a bike frame (just the frame). I called them that day and they said I had to arrange postage back and they may reimburse my the postage costs before they send me the bike. The next day the bike arrived as a second part of the delivery to the frame. Do I need to send the frame back as I’m yet to hear off them and this was over 3 months ago?
    Thanks, Owen

  • Elizabeth Wailes 28 April, 4:00 pm

    I have received today from Stemologica company based in ? they have taken payment from my account of £149.93 which I have not ordered, it is face cream which I did have sample some time ago but never agreed to further purchases what can I do I have e-mailed them also tried to phone an 080 number which just keeps you holding at a great cost please what can I do

  • Iant 20 July, 3:53 pm

    Purchased a Canon camera from Isme catalogue company along with a 32gb memory card, imagine our shock when a parcel arrived the next day with an invoice saying it was the Canon camera but the item was an £8.00 soap dish, which was not ordered, only took the parcel in because thought it could of been the memory card as it was that small, we have returned it back to isme how it was recieved same packaging etc how do we stand as still waiting to here from Isme. The Canon camera was nearly 700.00

  • RB Wardle 12 October, 9:13 pm

    I belong to a heating oil syndicate and ordered 300 litres of oil which is all I can afford. The oil company delivered 1001 litres while I was out . I really cannot afford more than I ordered but the oil company want me to pay for the excess within 3 months . what can I do to avoid having to pay this?

  • Ron smith 24 October, 12:34 pm

    I have received a parcel of books not ordered by me but I think was orderd maliciously by a third person and sent to my address. What do I do? There was an invoice with the parcel

  • Clem 11 November, 7:23 pm


    My neighbour signed today for a Royal Mail recorded package that was addressed to me. The package did not have any sender information on it. As I ordered books via Amazon I thought it could be it. However, the package contained an Avova Android tablet that I did not order. There is no invoice inside the package so I have no clue who sent it to me. I checked my Paypal, eBay and Amazon account to see if there was any order made but there was none. I checked my bank account but did not spot any suspicious transaction.

    I would like to return the item but have no clue who to send it to and how to do it. Do you have any advice for me? I am very confused.

    Many thanks for your help.

  • Andrew Smith 26 November, 10:46 pm

    I recently purchased a watch off a web site .
    How it works is ,you say you are interested in an item and the supplier sends you an offer for you to accept or decline .
    I got an offer and decided to accept it .I then got an email to transfer the monies into the companies bank which in turn send to the seller .
    I transferred the money ,they confirmed receipt of it , sent it to the seller who despatched the goods which arrived the day after.
    Now the company is saying that it was the wrong price on the invoice and I have 5 days to pay the balance ?
    Where do i stand on this please .
    Many thanks Andrew

  • karen Thorneycroft 8 December, 2:30 pm

    I have been sent an invoice for netflixs from itunes apparently and cant send an e-mail to get this cancelled and sorted. I don’t even have an account for God’s sake.

  • Damian 11 December, 7:02 am


    I’ve mistakenly & foolishly purchased two pairs of Nike trainers, that would not only appear to fake, but also, one pair is completely the wrong pair & completely unfit for my requirements.

    I am in recovery from further surgery & required more suitable training & exercise footwear. As I’m again unable to work (I’m a self employed tradesman), I was looking for the cheapest option of decent footwear available.

    I had one response from the retailer/seller offer doing 8% refund- I swiftly refused & nave not had a response since, & after many attempts to contact.

    I’m unsure where I stand with them & what my next move should be- is there anything that could intimidate them in to responding & taking things further?

    Any help much apreciated.


  • Kevin millar 13 January, 1:46 pm

    hi I ordered a pair of g-star boots from a company call thegaintslair.co.uk . I did not realise they were a Chinese company and I just knew then I wouldn’t get what I ordered but I’d already pay’d for them. So now I got the boots . Not the ones I ordered but some cheap boot that looks nothing like them. There not replying to my emails I payed £73 is there anything I can do to get my money back?

  • Zakia 17 March, 9:46 am

    Hi I’ve received a parcel under my name but I did not order the item. I’ve looked under eBay (as that’s where I shop regularly) searching for the seller but no luck. What do I do? And how did they manage to get my name and address details? I’ve tried searching for the company online but no luck it seems like the parcel has been sent from someone’s home.

  • Helen 17 May, 6:46 pm

    I ordered garden furniture from EBay which has been paid for. It was boxed and my husband took delivery of 6 boxes. 3 contained the garden furniture (1 item damaged) and the other 3 contained a 3 piece suite? I’ve never ordered or paid for this 3 piece suite. It has my name and address on the boxes. What do I do?

  • Helen 18 May, 9:00 am

    I bought and paid for garden furniture on EBay. Husband took delivery of 6 boxes all with my name and address on. 3 contained garden furniture. Other 3 boxes contained a 3 piece suite, I didn’t order or pay for. What do I do about this?

  • Chris Hanmer 21 June, 11:05 am

    I have enquirered about a garden bench online. I received emails from the company stating the total cost and that they required payment up front before the bench could be made and sent.

    The total cost was £760 and while I’m sure the bench was well worth the price I did not make payment.

    I have now received the bench, despite not completing the payment or request. Is this still classed as an unsolicited gift?

    Many Thanks


  • Alh 5 July, 6:17 pm

    I had a box left on my doorstep. I opened it and it was flowers and then realised they weren’t for me. The box had my address but someone else’s name. The flowers had been sat on my doorstep for three days as I was away so were wilting and dying. I tried to call the florist but they were closed so I put the package in the bin. The person who paid for them wrote to me so I told her what happened. She is now threatening me. Where do I stand?

  • Mandy 13 July, 5:32 pm

    I ordered one item but received two. Am I allowed to keep the second item?

    Thank you

  • Mrs Glenys McNee 1 October, 5:39 pm

    I opened my front door to find a small piece of furniture, looks like a storage box for childrens toys.
    I have not ordered it, there is no documentation on it at all, so I am unaware where it has come from.
    I have asked my neighbours, but none of them know anything about it.
    Will I be in my rights to keep this, I have no means of identifying it.
    Thank you.

    • Tony 1 October, 5:51 pm

      To be on the safe side you should let the police know. “Stealing by finding” is an offence

  • Curious 25 October, 4:32 pm

    Hi, I am just curious to know,if I ordered an item and more came, do I have the right to keep them or am I obliged to return the items?

  • Suzanne Raven 8 November, 9:42 am

    I clicked on an advert on Facebook to see if I could see the price of the item advertised, they wanted my address which I did not give and decided to go no further with looking into this. 3 days later a package turned up from this company with an invoice asking me to pay over £60. I have emailed the company telling them that I am unhappy about what has happened as I never ordered anything and they won’t provide me with free postage to return the item. I don’t see why I should be out of pocket for something I never ordered in the first place. If I keep the item have I got to pay for it ?

  • Sandie Briar 11 November, 6:16 pm

    I have automatic fill in on my phone but I did not press request or buy The company mailed me to say my order was on its way I immediately contacted the firm saying that I had no wish to purchase these items they told me I had requested 2 the items could not be cancelled and I would have to pay the invoice when it came. I mailed back saying that I would not be sending these back at my own expense they do not ever pay return Despite my disapproval and refusal to accept these unwanted items They arrived today. What do I do the bill is £64.85

    • Dorothy Deer 12 November, 11:06 pm

      This sounds like what happened to me

      • Leanne 12 June, 5:36 am

        I ordered and payed for a bottle of perfume from ebay over a week ago I got a email saying it’s been dispatched and tracked so other stuff I ordered on same day as the perfume arrived on Saturday but no perfume when I press on the tracking number linow it’s saying it’s been delivered to me when clearly not..it said before that a signature was required so obviously I haven’t signed anything as not got it ..what’s my rights as it’s for a friend’s birthday present on the 18th and it was £30 .I’m i entitled to a replacement surely anyone please?????

  • Dorothy Deer 12 November, 11:04 pm

    I was browsing Facebook about a product that enhanced your eyelashes I click on to find the price but before you could find the price you had to enter your name and address after doing this and showed how expensive it was i came of the site 2 days later 2 of these items turned up at my address ASAP i returned them to yhe sender which I was informed to do after sending a email now they areally saying they haven’t received them as yet i don’t have proof of postage so were do I stand thank you dot

  • Maggi Johnston 17 November, 1:43 pm

    Dear Sirs
    I recently browse a website LuxStyle International for a product and was required to enter my name and address and I marked an item I was interested in. I did not pay for the item and closed the website. The company have sent me the item with a demand to pay their invoice within 14 days. I have written to them and I can return the item at my expense to Denmark (cost of postage approximately £10). I feel this is a very unfair situation and would appreciate your advice

    • Mrs C Halls 20 November, 4:07 pm

      The exact same thing has happened to me. I have been searching the internet for answers . I think this comes under unsolicited goods act , as we didn’t order the items. I’ve been in contact and they said to do the return to sender but that is your risk to do so and they don’t send out prepaid labels or pay for return postage. I’ve told them the parcel is their responsibility and I am not paying for their return or the items as I didn’t order them. I’m still waiting for this to be resolved.
      I have found a lot of others are in the same situation because of their advert on Facebook, advice for us would be much appreciated.

    • Mrs C Halls 26 November, 4:57 pm

      Has anyone found out any information about Lux Style International sending out items on invoice without us not having sent an order. And then they demand you pay the invoice or send it back as return to sender at your own risk , oh then it doesn’t turn up so you still owe payment.

      • Kerry 9 June, 12:43 pm

        My Daughter experienced the same – with face peel masks – – 5 of! please advise what happened as we are also receiving repeated requests for payment.


  • Tracy 29 November, 11:26 am

    I received a box of wine I did not order, I had cancelled a contract with the company 2 months earlier for doing the same thing, which I ended up paying for, but still at that point cancelled my contract and any further possible deliveries as I no longer wished to use them.
    They now say they did not know I had cancelled as there is nothing on their system. I asked them to collect it and I would put it on my drive for them to uplift, which they have still not done. What can I do?

  • Annette 21 December, 3:35 pm

    I was online was contemplating ordering quick max lash serum …decided to not order deleted all information (as I had not sent order in ) never finished order for n did not enter credit card number .
    Many many months later I received 2 tubes .
    I emailed them and complained they said to pay up or they would take action .
    I responded saying I was not paying..did not want their product..I was told I could try to tape up package and return to sender.I did so .
    Recieve another bill with late penalty fees ?
    What can I do

  • Lynne 5 January, 2:08 pm

    I had a card in the door telling me the Royal Mail couldn’t deliver my post as I need to pay £2 postage. I’m not expecting anything and am reluctant to pay for something I don’t want. Is there anyway I can find out what it is or who it is from before I pay? And refuse the item if it’s not something I want?

  • Andy Vaile 9 February, 11:41 pm

    hi i bought a 3d scanner from ebay which i paid for but a week later i received another one and the seller has sent me an email asking me to send one back…now as i never ordered 2 do i have to send it back or pay for it ?

  • Alan 16 February, 7:34 pm


    I’m a warehouse and purchasing manager in a small company, so I order and check in goods.

    I received a consignment of 4 packages at work addressed to my company on 26th November 2016, opening them I realised they were not intended for us as it was a company we have never dealt with before.

    I thought maybe I would find a delivery note and deliver the parcels to the rightful owners but there wasn’t one.

    The goods are worth roughly £60,000 as they are hi end electronics,

    I had tried calling the company that sent them out four times over the course of a month and sent them an email through their website but it’s one of those “leave us a message and we’ll get back to you” with a drop down selection of your enquiry.

    Obviously “I received goods that weren’t meant for us” wasn’t an option.

    We have heard nothing from this company at all and it has been nearly three months, what should I do?

    I’m worried that if I send the goods back they will deny receiving them and Invoice us, but also my name is personally on the signed for and I’m more worried that if the goods disappear I will be liable.

    Thanks in advance for any info

  • Jazzy 9 June, 11:16 pm


    I was considering ordering some drinks from a German website, I added some items into the basket and clicked on the postage to see how much it would cost but then I changed my mind and closed the web page down. I had an e-mail suggesting that I complete the order but I ignored it. 5 days later I have received a package containing the drinks I was considering buying with an invoice giving me 8 days to pay. I definately didn’t order or pay for the goods. The package is very heavy as it contains 72 cans and I don’t want to hassle and cost of sending it back. Can you tell me if I’m legally obliged to pay for them please? I’m not sure what I should do next….