Be A Safe Online Shopper

We want you to feel safe when shopping online. Because of this, we support the Department of Trade and Industry's Safe Internet Shopping Campaign.

Follow the guidelines below to make your shopping experience convenient, simple and safe.

• Your Safeguards
• Buying from Abroad
• Safe Payment
• Privacy
• Problems?

Your Safeguards

Whenever you shop on UK-based retail sites, there are nine safeguards protecting you:

1. Payment: If your credit or debit card is used fraudulently in the EU, the card company must refund you.
2. Websites: Use ones you know or which are recommended - or look for the TrustUK logo. Get the supplier's phone number and postal address.
3. Records: Keep a copy of what you've ordered, plus the supplier's confirmation message.
4. Quality: Your high street consumer rights apply online.
5. Cooling off: In many cases in the EU the law lets you change your mind and get a refund within 7 working days of the delivery.
6. Check first: You should use sites you know or which have been recommended to you. For a list of recommended sites go to TrustUK or the Interactive Media in Retail Group (IMRG) websites.
7. Online protection: Don't forget that you must be given key details before you buy such as the supplier's postal address. Also, items must be delivered within 30 days unless otherwise agreed. The eShopping page on the Consumer Gateway site contains further details.
8. Technology helps: Look for a closed padlock sign at the bottom of the screen. It shows that your details are protected when you submit them.

Buying from Abroad

If you buy from traders in EU countries you have many of the rights you have in the UK. Be aware that in the USA and elsewhere problems could be more difficult to sort out - so check the small print. Any international complaints can be directed to Econsumer.gov, or alternatively the Office of Fair Trading website provides helpful information. Your local Citizens Advice Bureau can help with EU complaints.

Duties and Taxes

In the EU, VAT is handled by the supplier but in the USA and the rest of the world you may need to pay customs, excise duties and VAT. HM Customs and Excise has useful advice.

Safe Payment

If you use your credit card to buy online and the goods fail to arrive or are faulty, the card company should refund you for any single item costing over £100. For further information visit the Association for Payment Clearing Services or the Office of Fair Trading websites.

Privacy

Remember, if you do not want your personal details to be used for direct marketing, you have the right to object. Your internet service provider or the Direct Marketing Association's e-mail preference service may be able to help. The Information Commissioner's website also has more information.

Problems?

First, ask the supplier to put things right. Many suppliers are covered by schemes aimed at sorting out disputes without having to go to court. Your local Citizens Advice Bureau, Trading Standards Department or the Community Legal Service can advise further. If you are concerned about fake goods, you can find helpful advice on the Government's Intellectual Property (IP) portal.

The ICSTIS website might be helpful if you have problems with premium rate services. If you have concerns about you and your children seeing unsuitable material on the internet whilst shopping or surfing, the Internet Watch Foundation and Home Office websites have some useful advice.