Advice to consumers - Internet Shopping

Information and advice about shopping on the Internet.

Advice and support for consumers in Solihull is now provided by Consumer Direct.
Consumer Direct is a telephone and online consumer advice service, which is supported by local authorities in The West Midlands and by Government.

Consumer Direct works in partnership with Local Authority Trading Standards Advice Services offering first level advice and information on a wide range of consumer issues. More complex problems, or complaints requiring further investigation or assistance are referred to Trading Standards or other advice services

To speak to a Consumer Direct adviser, please call 08454 04 05 06. Opening hours are 8.00 a.m. and 6.30p.m. Monday - Friday or 9.00a.m. to 1p.m. on Saturdays. (Minicom users should call on 08451 28 13 84). To e-mail Consumer Direct, please Contact us via the Consumer Direct website.

A wide range of consumer information and advice is also available online from the Consumer Direct website at http://www.consumerdirect.gov.uk/

Shopping on the Internet - Top Ten Tips

With the increased use of the Internet, shopping is becoming a truly global experience, with more and more consumers turning to their computers to buy things such as software, CDs and books. As with mail order, people appreciate the convenience of not having to traipse around the shops, and can browse among a huge choice of goods in their own time.

However shopping on the Internet can bring its own problems too. Check out our Top 10 Tips for safer on-line shopping.

1. Be careful when you give your credit or debit card details on the Internet. Always find out whether the company has a secure site.
2. Try to get an actual (ie postal) address and telephone number for a company, not just their email address. Telephone the phone number given make sure it is valid.
3. As with any other type of purchase, shop around for the best deals and prices.
4. Watch out for high postage rates and for other hidden costs, such as VAT and other duty payable, particularly if goods are being sent from abroad.
5. See if you can get personal recommendations for companies you have not done business with before.
6. Remember, goods being sent from abroad may take some time to be delivered. Check with the trader how long this will take, and set a delivery date that you must have them by, (if it is important).
7. Check what the company's policy is on returning goods that you don't like or have changed your mind about. Again, if they have come from abroad, you may be faced with a hefty postage bill to return them. Make sure you get proof of posting in case the goods go astray.
8. On the subject of buying from abroad, remember that if you have problems like faulty goods or non-delivery, it might be very difficult to get your complaint dealt with. Your contract will be in the country where the trader is, and it obviously isn't very practical to have to take legal action abroad.
9. For that reason, only buy very expensive items from companies outside the UK or Europe if you know them well - that way, if things do go wrong, you limit the risk.
10. Most importantly, print out the order, and keep any terms and conditions that appear on the web site, just in case of any disputes or problems later on. Do this at the time you place the order in case the web site is changed.

Shopping on the Internet - What to do if things go wrong

If something goes wrong when you're shopping from home, it can be even more frustrating than when shopping in the traditional manner. But remember you have rights and there are steps you can take.

If the price has increased

Before you placed your order, the seller should have told you in writing:

• How long the goods or services were staying at that price
• All details of other costs like postage and packaging
• Any taxes you need to pay

Even if the seller did give you all the information and the final price is still different from the one your were quoted, the seller might have broken the law.

What to do

You normally have a right to cancel for any reason within seven working days following delivery of the goods. Please note that the rules for financial services (including consumer credit) may allow a different withdrawal period.

If the written information was incorrect, you have longer to cancel.

If you don't want to cancel

Read the terms and conditions and ask the trader to justify the increase. A wide and unlimited contractual right that allows the trader to increase the price may be an unfair term.

If goods are not delivered on time

The seller must deliver your goods by the agreed date. If no date was agreed, the seller must deliver within 30 days of the order being placed.

The seller should let you know if the goods can't be delivered on time. If you don't want to give the seller more time, you should have a full refund within 30 days.

If the date for delivery has passed and you haven't received anything, treat it as though you had never placed the order. If you have already paid, demand a full refund.

If the trader goes bust

If a trader goes out of business and you haven't received your goods, but you've already paid for them, there is a risk you might lose your money. You many have extra protection if you have paid by credit card.

However, you might be able to get a refund if you bought things from a newspaper or magazine that runs an advanced payment protection scheme. There are four of these schemes. Each has different conditions, so check with the relevant scheme to see if you are covered.

Please note: before they pay up, some schemes require that traders have to be insolvent or in liquidation; its not enough that the trader has just stopped trading.

How to complain

If you have a complaint, read through the terms and conditions and:

• Contact the trader first
• Explain in as much detail as you can what the problem is
• Tell the trader what you want them to do
• Keep a record of the conversation or letter

Information to include in a complaint

You should include the following:

• Full name and address of the trader
• Any reference on your order
• Details of what you ordered
• Date of any ad and the publication it appeared in
• Date of the order
• The amount you paid
• Method of payment
• Number on your receipt
• Reason for your complaint
• Anything else you think is relevant

If the matter remains unresolved after you have followed the above advice you may have to take the matter to court, see our guidance on going to court.

For more detailed advice when buying over the internet, please see the Office of Fair Trading web site.

Contact Details

Consumer Advice and Information in Solihull, is now provided by our partners at Consumer Direct West Midlands. Consumer Direct is a telephone and online consumer advice service, which is supported by local authorities (Trading Standards) and Central Government. If you do need support or assistance from Trading Standards, you will of course be referred to them by Consumer Direct.