Merchandise
Buying goods online means trusting a seller with your money before you hold the item. Many shoppers want their order to arrive as described and any problem put right.
Companies in Merchandise
214 companies
About Merchandise
Online merchandise covers the retail of everyday goods sold over the internet, including clothing, homewares, electronics, beauty products, toys and gifts. Shoppers buy these items from a mix of specialist online-only stores, the websites of high street chains and marketplaces where independent sellers list their stock. Each type of seller reaches customers through its own website, mobile app or a third-party platform, and many combine several of these channels.
The market in the United Kingdom is shaped by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which set out rights to goods that match their description, the right to cancel distance purchases and the rules that govern refunds. The Competition and Markets Authority oversees fair trading and enforces consumer law, while the Advertising Standards Authority regulates the claims that retailers make in their marketing. Trade bodies such as the Association for Online Retail and the British Retail Consortium represent sellers on policy and industry standards.
Questions about Merchandise
How do I choose a reliable online retailer for merchandise?
Check that the retailer gives a registered business name, a geographic postal address and a company registration number on its website. Look for a clear returns policy and a contact route that is not just a contact form.
What should I compare before buying from an online merchandise store?
Compare the total price including delivery, the delivery times and the returns terms before you order. Check whether the store is a UK seller and whether it is covered by UK consumer law.
Do I have a right to cancel an online order in the UK?
Under the Consumer Contracts Regulations 2013 you have 14 days to cancel an online order from the day after you receive the goods. The retailer must tell you about this right clearly before you buy.
How do I cancel an order or a subscription with an online shop?
Send a clear written cancellation notice to the retailer by email or post and keep a copy with the date. Subscriptions should also be cancelled through the account settings or the route the retailer set out, and you should check the notice period.
What are my rights if my merchandise arrives late or not at all?
Under the Consumer Rights Act 2015 the retailer must deliver within the time agreed or within 30 days if no time was given. If it fails to deliver, you can ask for a refund if you have not agreed to a new date.
What can I do if the item I receive is faulty or not as described?
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. For the first 30 days you can reject faulty goods for a full refund, and after that the retailer can offer a repair or replacement.
Who do I complain to if a UK online retailer will not sort out my problem?
Raise the complaint in writing with the retailer first and give it a reasonable time to respond. If that fails, use an alternative dispute resolution scheme the retailer belongs to or the Online Dispute Resolution platform, and contact Citizens Advice or the Trading Standards service.
Which regulators and schemes protect shoppers buying merchandise online in the UK?
The Competition and Markets Authority enforces consumer law and the Digital Markets, Competition and Consumers Act 2024 gives it stronger powers over unfair online practices. Trading Standards services enforce the law locally, and card payments may be protected under Section 75 of the Consumer Credit Act 1974.
Is my payment protected when I buy from an online shop?
Paying by credit card for purchases between £100 and £30,000 gives you protection under Section 75 of the Consumer Credit Act 1974. Paying by debit card or another method may allow a chargeback claim through your bank, which is not a legal right.
What should I look for in reviews of online merchandise companies?
Look for reviews that describe specific orders, delivery dates and how problems were resolved rather than general praise or anger. Check whether the reviewer appears to have been verified as a customer and whether the company has replied to complaints.
Are there any warning signs to check before signing up with an online shop?
Be cautious if the website gives no company details, no contact address or no clear terms before you pay. Check that the payment page is secure, that the address starts with https, and that the price shown includes any delivery charges.
Do I need to pay extra taxes or charges when buying from a non-UK online seller?
Orders from outside the UK may be subject to VAT and customs duty at the point of import, and the carrier may charge a handling fee. Goods from non-UK sellers are also subject to the same Consumer Rights Act 2015 protections only if the seller trades with UK consumers.
Latest reviews in Merchandise
first order and it went smoothly
I needed a birthday present for my sister in a hurry and had never ordered from them before. Signed up in a couple of minutes, the checkout…
consolidated my credit cards
I picked a loan to combine three credit cards into one payment, and I compared four different providers before deciding. The application…
First order and it went smoothly
Got my first order from them last week and the first thing I noticed was how quickly the confirmation email came through, within a minute…
Quick order on the phone
Ordered a tote bag on the app while waiting for the bus. The bag itself is a good size and the print is sharp, got it in two days. Checkout…
The smell is so nice
Got the oil and the first thing I noticed was how light the scent is, not overpowering at all. Way nicer than the one I had from a petrol…
the packaging was so discreet
The box came with nothing on the outside to say what was in it, which I really appreciated. Customer service answered my question about…