Report unfair delivery charges
Some online retailers advertise 'free UK delivery' but apply hidden surcharges to addresses in the Highlands and Islands. This may be illegal under consumer protection law.
If you have experienced this, you can get further advice at Delivery Law UK. This service helps consumers challenge unfair delivery practices. You can report the matter to Consumer Advice Scotland.
What the law says
Retailers must:
- clearly state delivery costs before you buy
- not mislead customers with false claims like 'free UK delivery' if surcharges apply
- treat all UK addresses fairly, unless there’s a legitimate reason for extra charges
These rules are enforced under UK consumer protection law.
Key guidance and resources for business
Businesses selling online must follow UK consumer law when setting delivery charges. This includes being transparent and fair to customers in the Highlands and Islands.
- Legal guidance and best practice: Delivery Law UK
- Official guidance for businesses: Business Companion
- UK Government: Delivery charges legal guidance
- UK best practice principles for parcel deliveries
- Scottish Government: Parcel delivery charges
- Highland Council: Delivery charges guidance – local advice for businesses
- Evidence to the House of Commons Scottish Affairs Committee (Feb 2018)
- Prime Minister’s Questions (17 October 2018)