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Which? Legal Hour: buying goods online

Which Legal Hour

What questions do you have about your rights when buying goods online? The Which? Legal team may be able to answer them for you.

We’re excited to welcome back the team from Which? Legal to Which? Conversation for the next in our series of Legal Hour events.

The team is excited to hear what questions you have about your rights when buying goods online.

Our suggestion box for questions is now open, so feel free to ask questions about what your rights are when shopping online.  If they’re able to answer it, the team will explain the legal position and any difficulties you may have.

They’ll also offer guidance on how to find the best solution in the comments below.

Meet the Which? Legal Team

How to take part

Suggest and vote for questions

The Which? Legal question lounge will be open from Wednesday, 2 December through midnight (00:00) on 10 December. 

If you have a question for Which? Legal to discuss, visit the lounge and fill in the form to add it to our list. Be sure to give detail in the box as well.

If someone else has asked a question you’d like to see answered, be sure to vote for it by clicking the green up arrow next to the suggestion. We’ll prioritise which questions get answered first based on these votes, so be sure to choose wisely.

Please note, while anyone can ask a question, you will need to have a Which? Conversation account to vote on suggestions.

Which? Conversation accounts are free, and you don’t need to be a Which? member to join.  If you’d like to sign up you can do so using the Sign In/Register link in the menu.

Please note – the Legal Hour Questions lounge is now closed to new questions. Thanks to all who have submitted them!

We will do our best to answer every question, however some we may not be able to answer here as they may require bespoke legal advice specific to one’s circumstances. If we’re unable to answer a question publicly, we will let you know.

The Legal Hour will provide general information and guidance on the topics selected and shouldn’t be used as a substitute for legal advice on any specific issues you have.

Visit us again for the answers

After the question lounge closes on 10 December, the Which? Legal team will draft responses to each of your questions.

On Friday, 11 December, we’ll post their responses in the comments area below, and update this post as each question gets answered.

About Which? Legal

Which? Legal is Which?’s legal service – it’s been helping consumers find solutions to their legal challenges since 1976.

The team of legal advisers can work with members by phone or email, and offer step by step guidance through the legal process.

What legal issues can Which? Legal help with?

Which? Legal covers the following areas of law:

  • Consumer law – problems with products and services you buy
  • Parking fines
  • Holiday rights
  • Help and advice for small business on goods and services they purchase when acting as a consumer i.e. not for resale.
  • Tenancy help and advice to private residential tenants and private landlords
  • Civil neighbour disputes regarding hedges, light and boundaries
  • Wills and Probate help and advice

The team can help and advise you in respect of the above from an initial problem right to the court door (provided your claim falls within the small claims procedure – with a value of less than £10,000 in England and Wales, £5,000 in Scotland, or £3,000 in Northern Ireland).

Check if Which? Legal can help you

Find out more about Which? Legal

Need more help?

If you’d like more in-depth, affordable advice from a legal adviser, call and join Which? Legal today.

You can find out more and join by phoning 0117 405 4854.

You can also join Which? Legal online.

More information about joining Which? Legal

Which? Legal membership is £38 for the first month (this includes a £29 joining fee and the first monthly payment of £9) and £9 a month after that. You can cancel your membership at any time. 

Legal advisors are available by appointment Monday – Friday, 8:30am to 6pm, excluding bank holidays.

If you have any questions about joining the service, you can get in touch by phone or email on 0117 405 4854 or wls@which.co.uk.


@jon-stricklin-coutinho – Jon – Thanks for organising this session with staff from the legal team. I do hope that Convo will host similar sessions focussing on other consumer issues.

The key here is the direct involvement of Which? experts. Many existing Convos would benefit greatly from regular responses to questions raised rather than relying on the input from well-meaning, but not necessarily fully informed, Convo members.

It is encouraging that members of the legal team have been dropping in from time to time to answer some of the more difficult questions posted by contributors and occasionally to provide further information where responses have already been given.

We do need more input from Which? staff and it is extremely disappointing that we have Convos that seem to have been abandoned, for example the one about fire-risk Hotpoint and Indesit washing machines. In the early days of Convo, a member of the relevant team would drop in occasionally and provide additional information or answer selected questions.

Boots online delivery issues. Ordered on the 30th November, took payment and confirmed product had been dispatched on the 2nd. Product hasn’t been received. I received generalised email on the 11th explaining it would be delivered by the 14th. If no to wait 24 hours then contact. It’s now the 18th, I cannot get through to anyone via call, email, virtual chat, social media. The tracking is stating they are still waiting for it to be received to the royal mail and it hasn’t been updated since the second.

I have read so many people’s comments, no one can get through and are having the same issues.

How do I get my money back? As the time for when I needed the products has been and gone.