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Consumer advice for Dwell customers as store collapses    

21 Mehefin 2013

Citizens Advice has released advice for customers of furniture store Dwell after it ceased trading today.

  • If you paid for an order with credit, on a card or through other kinds such as finance deals, then you can claim your money back from your credit provider by contacting them directly.
  • Debit cards offer protection under the Chargeback scheme, but how much you get will depend on your card provider, so contact them directly to find out more. You have 120 days from when you paid to get in touch.
  • Unfortunately, there is no formal protection in place for people who paid in cash. You can write to the administrator and ask to be put on the list of unsecured creditors that the company owes money to. This may mean that you will get a refund but, realistically, as a customer you’re likely to be very far down the list.
  • If the store is bought then the new owner may honour orders or offer refunds, but they aren’t obliged to do so.

Notes to editors:

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.