Hi Rob,
I’m sorry to hear you feel disappointed with your experience, but I’d like to clarify the situation again.
Your order was despatched on time and has been in Royal Mail’s possession throughout.
It was shipped on Wednesday 26th November with delivery expected on Friday 28th November, as outlined in earlier communications. Tracking information was sent to you (and all other members in November) on Thursday 27th November, along with a note explaining that Royal Mail were experiencing delays due to the Black Friday and Christmas period. Based on previous years, this level of delay was unexpected, but it is unfortunately outside of our control.
Royal Mail attempted delivery on Monday 1st December and left a card. A redelivery was then booked by yourself on Wednesday 3rd December via Royal Mail’s tracking system. Once an item has been handed to Royal Mail, they are solely responsible for delivery. At no point have we stated that the order “has nothing to do with us”; we simply advised you to contact your local Royal Mail depot for a more detailed update, as they are the only party able to provide this information.
This process is standard across all retailers and aligns with the guidance of both Royal Mail and Trading Standards.
- Refund Clarification -
You were charged for two renewal orders.
You requested both be refunded after we advised contacting your local depot regarding the redelivery. During this exchange, several serious accusations were made (including theft and fraud), which we take seriously and therefore feel it is important to address the situation transparently here.
Renewal 1
This renewal corresponds to the parcel currently with Royal Mail.
This cannot be refunded unless Royal Mail classify the parcel as lost. At present, it remains “in transit.” If Royal Mail update the status to lost, we will issue a refund immediately.
Renewal 2
This renewal corresponds to a future despatch and has already been refunded, minus the standard £1.98 administrative cost incurred automatically at the point of renewal. This refund has been processed and will reach your bank shortly.
This administrative fee was explained in advance and is fully detailed in our Terms & Conditions:
https://www.vinyldeli.com/terms-and-conditions/
- Administrative Cost Explanation -
You asked for a breakdown of the £1.98 fee, which we provided. It includes:
- Payment processing fees charged by our payment provider
- System handling and order-processing costs automatically generated when a renewal is created
These are genuine, non-recoverable business costs and cannot be absorbed for cancelled orders.
Again, our full refund policy is available here:
https://www.vinyldeli.com/terms-and-conditions/
- Final Note -
We understand delivery delays can be frustrating, particularly at this time of year, and we made every effort to assist within the scope of what any retailer is able to do once a parcel is with Royal Mail. We have acted in full accordance with our policies, UK consumer guidance, and our obligations as a retailer.
Vinyl Deli has operated for six years with overwhelmingly positive feedback across various platforms and publications, and it’s disappointing that this situation could not be resolved more constructively.
If Royal Mail later confirm the parcel as lost, we will immediately issue the appropriate refund.
Thanks,
Jordan
- Update 6th December 2025 -
Having checked Royal Mail’s tracking, I’m pleased to confirm that the parcel has now been delivered.
Thanks,
Jordan
