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If they have admitted that it was their error then they cannot refuse a replacement or refund.

Also the fact that they delivered 7 of the 8 items to the correct address proves that they had the correct address.

On the facts given in this thread the OP is in the right.  The seller is in breach of contract because it was required to deliver to the present address.No delivery as per the contract so the OP can canel the contract and is entitled to a refund. It is then up to the seller to find the goods to get them back.

The difficulty here is that proof does not seem to be available that the OP did notify the new address for item number 8. If the others arrived at the new address that's pretty convincing evidence that the OP did give the new address. Problem seems to be their IT and their intransigence in accepting the situation. If they remain intransigent then its down to litigation to get the money back. Silly to have to do that and the seller should consider customer service for someone who has bought 7 other items and appears to be a regular customer.

This advice assumes that the goods bought over the internet are subject to the laws of England. The web site may be one based overseees and the Ts and Cs may say that the law of some other country applies. If that is outside the EU then the Disctance Selling Regs will not apply. In any event the OP should just check the sites Ts and Cs

Phil

Options:-

If the goods cost more than £100.........

Section 75 of the Consumer Credit Act 1974 states that the lender of money for a purchase is jointly responsible with the seller for the purchaser getting the goods  purchased, or receiving a full refund if they do not receive the goods. What this means in practice is that if you paid more than £100 by a UK issued personal credit card (but not a debit or charge card), then you can claim from the card company ALL the money you paid (irrespective of how you paid it) provided that the maximum contract value does not exceed £30,000 

For non-delivery the claim is made under breach of contract. You will need to prove (1) that you paid more than £100 by credit card. (2) You will also need to provide evidence of any other payments made (for cheques, copy bank statements). (3) Formal evidence that the company did not deliver your goods.

It's important when you write to the credit card company that you head the letter:

"Claim under S75 of the Consumer Credit Act 1974"

and you should include the following paragraphs:

- a statement of what you bought, where and when, enclosing any relevant copies.
- A list of all payments with copies of supporting evidence.
- A statement that you have not received or cannot obtain the goods and that it is breach of contract. Enclose any relevant copies to support this statement.
- A request that the credit card company refund the whole amount paid.

As the goods did not arrive (and it is their fault) you’re entitled to a full refund. The refund should be made as quickly as possible and in any case within 30 days. Remind them of their legal obligations in this respect under the Distance Selling Regs and tell them that you propose to report the company to the Trading Standards Authority in the location where their HQ are. Don’t expect too much assistance from TS but they may just contact the company.

If all of this fails its a case of suing them in the County Court but just check their Ts and Cs first to make sure that they have not included a term which says its your fault if the goods go to the wrong address. Such a clause is not enforceable but you need to cover the point in your pleadings. The Unfair Terms in Consumer Contracts regs applies to such a clause.

Also just check that, as they had your previous address, you were not responsible for updating your details. It may be that it is not enough to put your new address on the order but that you have to update.

Phil