Get help
These guides cover common online shopping problems in the UK, such as fees added at checkout, an order that never arrived or a shop that won't answer. Each one says what to keep and gives the next steps in order. For official help, the guides point you to Citizens Advice, Advice Direct Scotland, Consumerline in Northern Ireland, your card provider and the Financial Ombudsman Service. General information, not legal advice.
The price grew at checkout
First step: Screenshot the first price you saw and the final total, including every fee added along the way, before you pay.
The reviews look too good
First step: Look beyond the stars. Read the most recent and the lowest reviews, and note whether they repeat the same wording.
The countdown won't stop
First step: Note the time the offer claims to end. Check the page again later and record whether the price or timer really changed.
My order never arrived
First step: Keep the order confirmation, any delivery updates and every message with the seller in one place.
It's broken or not what I ordered
First step: Take clear photos of the item and packaging now, and compare them with the description and pictures you were shown.
I don't know who is selling
First step: Look for the seller’s business name and a geographic address. If the page doesn't say, note that as a gap.
The shop won't answer
First step: Keep a dated list of each message you sent, how you sent it and any reply. Put your request in writing.