Online shopping
Buying from an online store means trusting a seller you cannot see, so the worry is whether your order arrives as promised and whether a problem gets sorted without a fight.
Online shopping companies
3,045 companies
About Online shopping
Online shopping in the United Kingdom covers any retail purchase made through a website or app rather than in a physical store. Companies in this category sell an enormous range of goods, from household items and beauty products to clothing, electronics, toys, pet supplies and tools, and many also sell digital content and subscriptions.
The businesses range from large multi-channel retailers that also trade on the high street, to marketplaces that host independent sellers, to specialist web-only shops and small brands selling direct to consumers. Most reach customers through their own sites, mobile apps, social media advertising and third-party marketplaces, and deliver through couriers or their own warehouses.
Consumers buying online in the UK are protected by the Consumer Rights Act 2015, which requires goods to be as described and of satisfactory quality, and by the Consumer Contracts Regulations 2013, which give most buyers a 14-day right to cancel distance purchases. Trading standards departments enforce consumer law locally, the Competition and Markets Authority oversees competition and online consumer protection, and the Advertising Standards Authority regulates advertising claims.
Questions about Online shopping
How do I check if an online shop is legitimate?
Check that the trader gives its full legal name, a geographic postal address and a company registration number, which you can verify on Companies House. Look for a clear returns policy and contact details that go beyond a contact form, and confirm the site uses https with a valid padlock before you enter payment details.
What should I compare before buying from an online retailer?
Compare the total price including delivery and any charges at checkout, the delivery times and cost, and the returns window and who pays return postage. Also check the warranty terms, the payment methods accepted and whether the retailer is a member of a recognised trade body or payment protection scheme.
Do I have a right to cancel an online order in the UK?
Under the Consumer Contracts Regulations 2013 you have 14 days from the day goods arrive to cancel an online purchase and receive a full refund, including standard delivery costs. For services, the 14-day cooling-off period starts when you enter the contract, but you may lose the right if the service has begun with your express request and you have acknowledged the loss of your cancellation right.
How do I cancel a subscription bought from a website?
Read the terms at sign-up to find the cancellation route and notice period, then cancel using the method the trader specifies, keeping a dated record of your request. Under the Digital Markets, Competition and Consumers Act 2024, businesses must offer a straightforward way to cancel that is as easy as signing up, and you should check your bank statement afterwards to confirm no further payments are taken.
What are my rights if goods arrive damaged or faulty?
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they are not, you can ask for a repair or replacement, or a refund if the fault is serious or the retailer cannot fix it within a reasonable time, and the retailer must meet these rights for the first 30 days without you proving the fault was there at purchase.
Who is responsible if a parcel is lost or delayed?
The seller remains responsible to you for goods until they are delivered to you, even when a third-party courier is used. Contact the retailer first with your order number and tracking details, and if they do not resolve it you can raise a claim with your card issuer under Section 75 of the Consumer Credit Act 1974 for purchases between £100 and £30,000, or use a chargeback request for debit card payments.
How do I make a complaint to an online retailer?
Write to the retailer with your order number, a clear description of the problem and the outcome you want, and give them a reasonable deadline such as 14 days to respond. Keep copies of all correspondence, and if you get no satisfactory reply, you can escalate through an alternative dispute resolution scheme the retailer belongs to or the ADR body listed in its terms.
Which regulators oversee online shopping in the UK?
The Competition and Markets Authority enforces consumer protection law for online traders and gained direct fining powers under the Digital Markets, Competition and Consumers Act 2024. Trading Standards services in local councils enforce the Consumer Rights Act, and the Information Commissioner's Office regulates how retailers handle your personal data under UK GDPR.
Is it safer to pay by card or by bank transfer when shopping online?
Paying by credit card gives you Section 75 protection on purchases between £100 and £30,000, and debit card payments carry chargeback rights that the card issuer can pursue on your behalf. Bank transfers offer no equivalent protection once the money has left your account, so they are a poor choice for buying from a retailer you have not dealt with before.
How can I tell if online reviews of a shop are genuine?
Read a spread of reviews rather than only the highest-rated ones, and look for specific detail about the order, the delivery date and how any problem was handled. Be cautious where reviews share similar wording, arrive in sudden bursts or appear only on one day, and compare the same retailer across several independent platforms.
Can I return a product bought from an online shop if I simply changed my mind?
Yes, under the Consumer Contracts Regulations 2013 you can return most goods bought online within 14 days of receiving them for any reason, and the retailer must refund you within 14 days of receiving the goods back. You must pay the return postage unless the retailer agreed to cover it, and you remain responsible for the goods' value if they are damaged through handling beyond what is needed to inspect them.
What should I do if a retailer goes out of business before delivering my order?
Contact your card issuer straight away, since Section 75 protection and chargeback apply if the goods or services are not delivered. If you paid by another method, register your claim with the official insolvency practitioner handling the business, and keep a record of your payment and order confirmation to support any claim.