Internet Delivery is Safe

• Clear delivery information before you place your order;
• Convenient and reliable delivery service;
• Notification of any delivery limitations / conditions;
• Charges that are complete and simple to understand;
• Access to information on your order progress / history;
• Delivery within the agreed time frame;
• Helpful support with failed / late / attempted deliveries;
• Your goods arriving in good condition;
• A clear returns process, with any limitations / conditions notified prior to purchase.
  

Further Information

1. How do I know which shops have IDIS certification on Kelkoo?
2. What should I bear in mind when shopping online?
3. What if something goes wrong once I place my order?
4. What if I'm still not happy with an IDIS-certified shop?
5. What if I'm getting nowhere with a shop not certified by IDIS?

How do I know which shops have IDIS certification on Kelkoo?

We put an IDIS icon next to any search results from shops with an IDIS certification, which looks like this:

IDIS (Internet Delivery is Safe) is run by the e-retail industry body, IMRG and backed by the UK Government.

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What should I bear in mind when shopping online?

When you buy anything online, there are a number of things you can do to make it a trouble-free experience.

1. Check that you are happy that the shop seems reputable before placing an order - if you haven't got any word-of-mouth recommendations from friends, IDIS certified shops are a great way to make sure you are dealing with a shop bound by certain terms of practice.
2. Protect yourself - think about how you want to pay - it is always recommended you make online purchases with Visa or Mastercard - you are generally afforded a lot more protection for problems like failure to deliver goods purchased or bankruptcy than you would be with a debit card. Check with your card provider to see how you are protected. Specific internet policies are not always important, most credit card general policies will protect you online too.
3. When you place an order, it is standard practice that you will be sent an order confirmation by email. However, while placing your order, jot down which site you are placing your order with, what you are ordering, prices and any other information that is presented to you such as order numbers. If there's a problem receiving your confirmation email, you still have some record of your transaction.

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What if something goes wrong after I place my order?

When you buy anything online, there are a number of things you can do to make it a trouble-free experience.

First things first, get in touch with the shop you ordered from and ask them to clarify matters. If the only contact details available are an email address, give their customer services 5 working days to reply. They may be inundated with emails and need time to get to your enquiry.

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What if I'm still not happy with an IDIS-certified shop?

If the shop is IDIS-certificated, email IDIS@imrg.org - IMRG will forward your message to the merchant, asking them to respond quickly. Please ensure that your message contains enough information to enable the merchant and IMRG to take action:

• your name, contact details and a telephone number;
• the merchant's name and URL;
• the problem: product / service name and details; any order / enquiry number; dates, etc.

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What if I'm still getting nowhere with a shop not certified by IDIS?

If the shop is not IDIS-certificated, you should contact your debit/credit card provider to see what cover you have, and whether they can help contact the shop.

Do let us know - we track complaints and will remove any shop from our site that consistently attracts customer complaints.

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