Thanks guys - really helpful and useful info. I'll take a look at the customer services guide and start a s75 process. I never call on the phone and always email or write, but yes I know if I do call then I need to record it
I'm pretty certain it's a credit card, but that's a good heads-up so will check that too.
I guess I'll see when I look into the s75 process with Amex, but I ordered more than just the one item so it would be for only a part of the transaction (the other was returned and refunded), I assume this shouldn't pose any additional problem?
(Yeah Manxman, I was disappointed with Rapha too. I won't go through the entire story, but in the end of over a dozen items I've recently tried, none have justified the price tag and I've only kept one item. They've also given me £35 then another £50 in credit in the past due to a poor quality item and a customer service mistake - that's all before this issue! I guess I *could* have just been unlucky, but in comparison I bought an Assos item for the first time recently directly from them and my experience couldn't be more different; real quality item and expeditious in delivery!).