Everything you need to know as Studio Retail calls in administrators with thousands of customers waiting for orders

STUDIO Retail Group has gone bust, leaving thousands of customers waiting for orders.

The online retailer appointed administrators today after warning last week that it was on the brink of collapse.

1

It stopped taking orders last Monday after failing to secure an emergency £25million loan to keep trading.

Restructuring firm Teneo has now been hired to oversee the administration.

Customers have been left in the dark about what will happen to orders or refunds they’re owed.

Studio allowed shoppers to open credit accounts, so there are also questions over what to do if you still owe money.

We explain everything you need to know about your consumer rights now that Studio has collapsed into administration.

What are my rights if I’m waiting for an order?

Studio previously confirmed that all outstanding orders are being stored at its warehouse.

Customers have complained that their orders are marked as “awaiting dispatch” but haven’t been sent after several weeks.

The company said Studio Pay customers will be credited if they can’t send their orders.

However, it has not said whether it will repay customers who paid in full at checkout.

If you don’t get your items, you might be able to get a refund – depending on how you paid.

Shoppers who paid with a credit card could get their money back under Section 75 of the Consumer Credit Act.

If what you bought cost more than £100 then your credit card company should cover the refund.

Write to your card provider asking for the full amount you paid. If your claim is unsuccessful you can ask the Financial Ombudsman Service to look at your case.

You could also secure a refund if you paid using a Visa or Mastercard debit card.

This is called a “chargeback” and you have to submit a claim within 120 days of your purchase.

It’s not a legal requirement, but it’s worth a go if you have been left out of pocket.

Customers who paid through a third-party should contact that payment provider first.

For example, Paypal will let you open a dispute within 180 days of making a purchase.

If these options don’t work, you’ll have to contact administrator Teneo to get your cash back.

However, consumers will be bottom of the pile for refunds, with banks and other lenders taking priority.

What are my rights if I’m waiting for a refund?

Many customers are already waiting for a refund after returning goods.

The company says it is still processing returns but customers report they’re waiting for their money back months after returning items.

We spoke to one mum who has been waiting for an £80 refund for more than a month after she sent back a faulty electric scooter.

Studio said its customer service teams are still available via email and phone on 0371 200 0378.

However, the line is likely to be very busy so you could be waiting a while for a response.

We have asked Teneo what customers who are waiting for a refund should do.

We will update this article when we have more information.

What are my rights if I have a Studio Retail credit account?

If you owe money on a Studio Retail credit account, the company’s latest advice is that you should still make payments.

Otherwise you might be hit with a £12 late payment charge.

However, some customers have reported struggling to get onto their accounts to make the payments.

We have asked Teneo for more clarity on what customers in debt should do next.

This post first appeared on thesun.co.uk