SHOPS Consumers

Making a Claim

Current Claims

Useful Links

Consumer FAQs

Member Database

FAQs

SHOPS receives hundreds of enquiries from advertisers and from the general public. Here are the most frequently asked questions, and the appropriate answers. If you cannot find the answer to your question here, email enquiries@shops-uk.org.uk for more information.

Frequently Asked Questions

1. What protection do I have as a reader shopping at home from a National Newspaper?
2. How do I know if an advertiser is a SHOPS member?
3. Who should I contact if I have a problem with an advertiser?
4. How long should it take for my goods to be delivered?
5. What happens if the advertiser cannot deliver within 30 days?
6. What about returned goods?
7. I have noticed that some Newspapers run their own Readers Offers. Are they covered by SHOPS?

1. What protection do I have as a reader shopping at home from a National Newspaper?

In addition to your statutory rights SHOPS undertakes to protect your money in relation to home shopping advertisements and catalogues in National Newspapers.

Industry guidelines include CAP guidelines for distance selling and the DMA codes of practice. Click Useful Links for more information.

2. How do I know if an advertiser is a SHOPS member?

Look for the SHOPS sign (as seen at the top left of this page) in the advertisement or catalogue. You can also search our Member Database to confirm their membership status. This also shows contact details in case you have lost or forgotten to take these down when placing your order!

3. Who should I contact if I have a problem with an advertiser?

If you have a problem with delivery or return of goods, first contact the advertiser. If you click onto the SHOPS Member Database the advertiser details should include a number to call for customer queries.

If you cannot resolve your problem with the advertiser direct, then you should contact the Customer Services representative from the National Newspaper where the advertisement appeared.

Top

4. How long should it take for my goods to be delivered?

Unless the advertisement states otherwise, goods should be delivered within 30 days from the day after you sent your order.

5. What happens if the advertiser cannot deliver within 30 days?

The advertiser must inform you if there is a problem with delivery times. In this case you have the option of cancelling the order and obtaining a full refund.

6. What about returned goods?

You have the legal right to return most goods (excluding personalised items) for any reason within 7 days of receiving them. If the goods delivered are not those which you ordered e.g. the wrong size or colour etc then the advertiser is obliged to refund you the cost of return postage. If you simply decide that you do not like the goods then the cost of returning them is usually the responsibility of the reader. However a number of advertisers have their own ‘no quibble return policy’ and facilities for pick up of unwanted goods.

7. I have noticed that some Newspapers run their own Readers Offers. Are they covered by SHOPS?

They are not covered by SHOPS as each newspaper takes responsibility for its own Readers Offers. Contact the Readers Offer representative by clicking on to National Newspapers

Top

Email enquiries@shops-uk.org.uk with questions or comments about this web site.
Copyright © 2010 The National Newspapers' Safe Home Ordering Protection Scheme Limited,
18a King St Maidenhead SL6 1EF. Registered in England 2044222
Terms & Conditions Privacy Policy Last modified: 2010