Checklist

When you're shopping on-line think about these key things:

1. Who is the business and how can you reach it?

• Does the Web site give the name and real address of the business?
• Is there a way to reach the business by email or phone?
• Have you heard of this company? If not, have you checked it out?
• Does the business belong to any schemes that make it meet good standards? (See our page 'your rights'.)

2. What are you buying?

• Can you tell exactly what you will get by looking at the website?
• Are the pictures, list of contents, measurements or other information you may need there?
• Do you understand how the product or service works?

3. How much does it cost?

• Are all costs given , including the price, postage, taxes, or other costs you may have to pay?
• Do you understand what's in the price and what might be extra?
• Is the cost in your own currency, (euros, pounds, for example?

4. How should you pay?

• What choices do you have for how to pay?
• Sometimes a credit card gives you extra rights when things go wrong. (See also our advice to parents if your child uses your credit card to buy something without you knowing.)
• But make sure you are using a secure site before giving details on-line. To see if a website is secure, check that the website's address begins with "https" and that a lock icon appears at the bottom of the screen or in the window's title bar. This means that your browser has checked that the site has been given a certificate by a trusted organisation. You can click on the lock to view this security certificate.
• Always confirm your order before you pay.
• Does your credit or debit card give you extra protection when you use it to buy online?

5. When will you get it?

• Does the website tell you when the goods will be sent or services provided?
• Are you sure they post to your country?
• Can you choose how goods will be sent and who pays the cost?
• What does the website say about insurance?

6. Keep all records

• Hold on to all receipts and correspondence and note any reference numbers you are given in case a problem arises.

7. What if you don't want it? (For more information see 'your rights' on this website.)

• Can you cancel on-line before reaching the end?
• After making an order, how can you cancel it?
• How long have you got to change your mind and send it back? Do you have to pay?

8. Is it guaranteed?

• Are there warranties or guarantees on the products or services?
• What do they cover?
• What do they not cover?
• How long do they last?
• Can you easily get your rights under the warranty or guarantee?

9. How do you get service?

• How can you reach customer service?
• Is there an easy way to get repairs or service that you may need later?

10. How do you prove what the company promised?

• How does the business confirm your order?
• Can you print out the information about the transaction in case you need it later?
• Does that information include an order number just for your purchase?

11. What can you do if something goes wrong? (See more about this on 'your rights')

• How to make complaints?
• What does the company do with complaints?
• Can you use you own country's laws?

12. Is your information safe?

• Does the website say how your credit card details etc are kept secret?
• Will the company keep your information?

13. Is your privacy protected? (See also our page on 'Privacy')

• Does the website let you visit it without giving your name?
• If it collects information about you, does it tell you what information it collects and how it is used?
• Does it make you to provide personal information that is not really needed?
• What control do you have over their use of your personal information?
• If you don't want adverts, is it easy to tell them?
• Beware of scams. See our page on fraud.