The situation can be frustrating, especially if you’ve already parted with your money and find you can’t get through to anyone on the phone or get a response to your emails.

If the company’s gone into administration, it may still be able to fulfil outstanding orders, but if the company is already in liquidation, you’ll need to try to get your money back.  The Citizens Advice website has information on how you can find out which applies to your situation.

Is there a shop or office you can visit or write to, to get an update on your order, or request a refund?

If that isn’t possible, the next steps depend on whether it’s a limited company (it will have ltd or plc after its title) or if it’s a sole trader (someone who runs their own business) or partnership.

If it’s a limited company, you’ll need to get details of the administrator or receiver - the person dealing with settling the trader’s debts.

The names of those administrators will usually be on the website of the company that’s gone bust.

You should register your claim as a creditor on the GOV.UK website. Fill out the form with details of what you’re owed and send it to the administrator dealing with the trader’s debts.

As the order was online you probably paid with a debit or credit card, in which case you could also try getting your money back with a Section 75 claim or a chargeback claim to your card provider or bank.

Full details about both these types of claims can be found on the Citizens Advice website.

Call the Citizens Advice consumer helpline to find out exactly what your rights are on 0808 223 1133, or call our Adviceline service on 0800 144 88 48.

The service is available free to all Hertfordshire residents and open between 10am to 9pm Monday to Wednesday, 10am to 8pm Thursday to Friday and 10am to 4pm on Saturday.

Feel free to get in touch, we are here to help.