Amazon rapped by watchdog over 'misleading' delivery charges

The Advertising Standards Authority (ASA) has rapped Amazon for misleading delivery charges to customers and ordered the e-commerce giant to clarify them.

The advertising watchdog upheld a complaint from a customer who complained Amazon’s delivery information was misleading after they tried to order an AmazonBasics electrical product for £18.49 thinking it was “eligible for free UK delivery”, while the product page itself said the customer would only get “free delivery in the UK on orders over £20”.

The customer was then charged a delivery fee at the checkout despite their combined order totalling more than £20.

The ASA said: “We concluded the ads did not make sufficiently clear which items were eligible for free delivery, and under what terms, and that they were therefore misleading.”

Amazon now has to include the delivery charge alongside the price of a product if one applied, and has been told by the ASA not to mislead consumers on the terms under which their order would qualify for free delivery.

An Amazon spokesman said: “We offer a wide range of delivery options and ensure that any charges are clearly visible so our customers can make an informed choice before they decide to make a purchase.”