Ordering a wide range of goods by Mail Order can often mean wide choice, quick delivery and keen prices. Mail Order as such can mean sending in orders by post, but far more are telephoned in or placed via Internet web sites.

Payment for Mail order purchase varies from cheque, credit and debit card, but more often or not on credit through the stores own facilities or traditional agency account, to many easy credit of this type can be a life blood in securing goods without having to pay immediately.

An increasing number of stores operate a mail order service and/or an internet web site, aimed at not only capturing a wider audience but also giving existing customers a wider range of options as to where and when they can place orders. As we turn into more of a 24hr society the need to be able to order goods 24 x 7 is more and more attractive for both buyers and sellers alike.

Much mail order is conducted by companies without physical retail premises, but an increasing number provide a service via the internet to support traditional postal and telephone sales.

Sales promotion is often through a catalogue, which provides a wide choice, many such catalogues running to over 1,000 pages, and readily available free to existing and potential customers being collected from stores, or delivered to the door by traditional mail, local agent or carrier.

Orders are often placed following some study of catalogues, web pages,  leaflets, press advertisement and special offers and this is the key description to rely on when considering purchase or dealing with refund problems later on.

Where the telephone is used as a mode of enquiry, order or payment there is often the opportunity to be sold additional goods where there has been limited chance to review. The buyer may also buy something on impulse, which they later regret due to cost or other factors.

Buying by this methods needs to offer some form of return policy within a time scale if the buyer receives same and is not happy with it. They need do no more than return it and write "not required", lack of such an option is rare with most mail order suppliers are keen to recruit regular paying customers and provide this type of "return for a full refund within 14 days" as a customer confidence booster.

One off sales may have some returns policy but as the is often a "one off" this could be time or condition limited. Many "special offers" are loss leaders to encourage new customers to order, with a view to capturing longer term custom.

The large Mail Order suppliers have huge buying power and influence with their own suppliers and can command high quality in supplies with heavy penalties. Often goods returns by customers are sent back to the supplier for credit, although an increasing number are sold through "ex catalogue shops" owned by the Mail Order companies themselves or independents.

Returns for a refund, credit or replacement may include other factors than "I changed my mind" common in such a high speed sales environment also include;

• Wrong item sent (ordered a dress got a shirt)
• Wrong colours
• Damaged
• Wrong size
• Billed for, never delivered

Most mail order companies will pay for returns, more so for established customers, however one off purchases from newspaper and magazine adverts may well exclude this benefit and take upwards of 28 days to make a refund. Having to pay several pounds to return a single item costing just a few times postage may induce the buyer to retain the goods.

Delivery of goods ordered by these methods varies from own vans, Royal Mail, to independent carriers and local delivery agents. Whilst all deliveries should be signed for, with more families out all day at work a proportion of goods are dumped on doorsteps and thus at risk. Unless signed for the seller continues to be responsible for non delivery.

Key points to remember to ensure you receive maximum benefit from buying via Mail Order methods

• Make sure you retain leaflets or page numbers of catalogues to prove what your ordered against what you received
• Keep email confirmations of orders
• Make a note of peoples names you spoke to by telephone
• Ask for an order number issued by the supplier
• Check deliveries against orders and notes
• Check our other pages for more info on specifics which can also be bought via Mail Order Companies
  • Clothes & Footwear
  • Electrical Goods
  • Food and Drink
  • General Goods
  • Holidays
  • Insurance
  • Internet Trading

Problems with getting refunds

Overall most Mail Order firms have a good reputation for customer satisfaction, the biggest cause for complaint is one of delays and mistakes, the industry is very cut throat and high volume, so intense competition highlights the value of a regular customer and the mistake of letting that customer down.

A regular customer of a Mail Order is highly desired and valuable and this element is your biggest strength when complaining over shoddy goods. Since you lack normal face to face contact the TELEPHONE is the easiest and fastest way of sorting a problem out - mail and email can be slow, check you are a 0800 (free phone) or local rate as making National peak rate calls to complain over a £20 item may eat costs, and the chances of being credited for telephone calls is remote.

Tell the supplier, and often get an extra discount or credit for

• Delays in sending replacements

• Delays in crediting your account

• Delays in refunding money