Deliveries – Know Your Rights!


​The volume of goods being delivered to both consumers and businesses is such that the Chartered Trading Standards Institute (CTSI) has launched a new website to advise on and clarify the law concerning the delivery process. The advice is aimed at consumers, businesses and as well as practitioners.

According to the CTSI, the driving force for making such information available is to tackle parcel surcharges, a frequent frustration for many internet shoppers.Certainly this is a growing area of concern and one which led the Advertising Standards Authority to recently issue an enforcement notice and further guidance on the subject.This concentrated on advertised delivery restrictions and surcharges which might be misleading or untrue. Therefore, claims such as “Free UK Delivery” can be misleading if they fail to apply to all areas of the United Kingdom, or if there are addresses which are not covered, or subject to a delivery surcharge.

The website includes a useful consumer self-help section in the event that delivery charges are unfair or information is misleading, as well as ways to report problems.It can be accessed at

Much of the official guidance offered by the CTSI, ASA (Advertising Standards Agency) and others concentrates on having a clear policy in place and not misleading customers.If you distribute goods to consumers it is essential that your delivery policy is clear and that you have fair and appropriate terms in place. If you believe you may not be, then the commercial department at Pinney Talfourd is ideally placed to advise you about your obligations as a retailer, both online, and through traditional retail outlets.


For further information and advice on delivery policies, please contact our Corporate Law Department for more information – call us or email by using the form to the right. This article was written by Edward Garston, Senior Associate at Pinney Talfourd LLP Solicitors. The contents of this article are for the purposes of general awareness only. They do not purport to constitute legal or professional advice. Specific legal advice should be taken on each individual matter. This article is based on the law as of July 2018.​ 


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