UK dispatch changed to China after payment?
Save the original UK dispatch and delivery promises, then ask the seller to pause shipment. Request the agreed UK dispatch or written confirmation of any proposed change, including who pays import charges. If you do not accept the change, seek cancellation and a refund. For help checking the China dispatch evidence, contact Cambridge China Bridge.
Save what you agreed before payment
Keep screenshots of the listing, selected delivery option, checkout terms and order confirmation, together with the payment receipt and the seller's change notification. Record the exact wording about UK dispatch, dispatch timing and arrival. Distinguish a promise to send the goods from a promise to deliver them by an agreed date.
This guide concerns personal purchases from a trader where UK consumer rules apply. A consumer acts mostly outside their trade or profession; owning a business does not make every purchase a business order. For identifying the seller and checking warehouse claims, use our UK warehouse seller checks.
Ask the seller to correct the dispatch route
Write to the contracting seller through a channel that preserves the conversation. Ask them to pause dispatch, explain why the route changed and confirm whether the goods have actually been handed to a carrier. Request fulfilment of the original UK dispatch and delivery promises. If shipment has started, ask for the collection location and carrier acceptance records.
If the seller cites a clause allowing changes, ask for the wording supplied before payment. Official guidance says a variation term is unlikely to be fair if it forces higher costs, new requirements or reduced benefits on a consumer without consent. Explain which changes affect your order and request a written resolution.
Resolve import charges before accepting a change
Ask the seller to confirm the named importer and who bears import VAT, customs duty and carrier clearance or handling charges. Request confirmation that the agreed total covers delivery to your address, or an itemised explanation of exclusions. Ask how any VAT already collected at checkout will be reconciled. Our personal import tax guide covers the tax checks.
If a carrier requests payment, obtain its breakdown and send it to the seller with the original delivered-price promise. Ask whether the seller will pay the carrier directly or reimburse you, and obtain written arrangements. Check the carrier's holding and return arrangements while the dispute is investigated; leaving a payment request unanswered does not document your complaint to the seller.
Choose correction or cancellation explicitly
You can write: “My order was advertised as dispatching from the UK, with the delivery promise shown in the attached confirmation. I do not agree to China dispatch or additional import charges. Please confirm fulfilment on the agreed terms, or arrange cancellation and a refund. Please pause shipment while you respond.” If you have decided to cancel, say that clearly instead of leaving correction as an alternative.
For goods covered by UK distance-selling cancellation rights, you can cancel up to 14 days after delivery without giving a reason. A qualifying cancellation also includes a refund of paid standard delivery costs; an enhanced delivery premium need not be refunded. Check our online cancellation exceptions guide, especially for personalised goods. Ask for written refund and return instructions.
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Keep the dispute open until it is resolved
If the seller refuses or avoids answering, submit the evidence through the marketplace's dispute channel and ask your payment provider about its available dispute process and deadlines. Describe the original promise, the change after payment and the remedy requested. Check the requirements of each process rather than assuming that refusing delivery will secure a refund.
If the parcel arrives while cancellation is unresolved, preserve the packaging and tracking records and ask for authorised return or collection instructions before sending it anywhere. Keep any refund confirmation and check that the payment arrives. Cambridge China Bridge is a UK company with its own staff in China; agree the scope of any help checking supplier or dispatch evidence.
Frequently asked questions
What should I do if UK dispatch changes to China?
Save the listing and order confirmation. Ask the seller to pause shipment and honour the agreed route and delivery promise, or arrange cancellation. Request written confirmation of who pays any import charges.
Who pays customs charges after the seller changes dispatch?
Ask the seller to reconcile the new charges with your agreed delivered price. Confirm the named importer and who pays VAT, duty and carrier fees. Get written payment or reimbursement arrangements before accepting the change.
Can I cancel after the seller says it ships from China?
For goods covered by UK distance-selling cancellation rights, you can cancel up to 14 days after delivery without a reason. Check exceptions and send a clear cancellation notice. Ask the seller to stop dispatch and confirm the refund.
Should I refuse delivery to get a refund?
Contact the seller and carrier first. Ask for written cancellation, return or collection instructions and clarify charges. Refusal alone leaves you without a clear record of the remedy agreed with the seller.