Online retailers have been warned to stop hiding compulsory delivery charges that leave shoppers paying more than they expected at checkout.
The Competition and Markets Authority (CMA) issued the warning on 2 November 2026, saying some businesses are still failing to show the full price clearly enough.
With Christmas shopping getting underway, the watchdog wants people to know exactly what they’ll pay before deciding where to buy their presents.
And this isn’t a new law. Retailers are already required to include unavoidable delivery charges in the prices they show customers.
What are online shops being told to do?
In an open letter to online retailers, the CMA said compulsory delivery charges must be included in the total price wherever they can reasonably be calculated.
That means shoppers should be able to see the full cost when browsing products, adding items to their basket and checking out.
The warning also applies to online marketplaces, comparison websites and search engines that display retailers’ prices.
The CMA highlighted several practices that could break the rules, including:
- Advertising a product without including a compulsory delivery charge in the total price.
- Leaving unavoidable delivery fees out of basket totals.
- Hiding information about optional delivery charges behind links or menus.
- Waiting until the final stages of checkout to explain delivery costs.
There are some exceptions. For example, if delivery costs depend on your postcode and can’t be worked out straight away, the retailer must explain clearly how the charge is calculated and include it in the total as soon as possible.
Shops can also charge extra for optional services, such as next-day delivery, provided those charges are explained clearly.
How much could hidden delivery charges cost you?
Something that looks like a Christmas bargain might not be the cheapest option once delivery is added.
Say you’re buying a toy and find these two offers:
- Shop A: £20 for the toy, plus £4 compulsory delivery. Total £24.
- Shop B: £23 for the same toy, with free delivery. Total £23.
Shop B works out £1 cheaper, despite advertising a higher price for the toy.
That might not sound much, but if you’re buying presents from several different websites, delivery charges can soon add up.
It’s something we’ve highlighted before in our Sainsbury’s toy sale coverage, where delivery and collection charges could make buying one or two discounted toys much less worthwhile.
The CMA says unexpected fees make it harder for shoppers to compare prices and work out where they’re getting the best deal.
Skint Dad says:
There’s another delivery trap worth watching out for at Christmas.
You find something for £20, but the shop wants £4 for delivery unless you spend £35.
It’s tempting to add another £15 worth of stuff just to avoid paying postage.
But if those extras weren’t already on your shopping list, you’ve spent £15 to save £4.
Sometimes paying for delivery is actually the cheaper option.
Before placing an order, look at the total cost of what you really need rather than adding things just to qualify for free delivery.
If you’re trying to cut back on unnecessary presents, our four Christmas gift rule can help you plan what to buy before shopping.
What should you do if a shop adds unexpected delivery charges?
If a retailer suddenly adds a compulsory delivery charge that wasn’t clear earlier, don’t assume you have to accept it.
Here’s what you can do:
- Check the total before paying. If the delivery charge makes the item too expensive, compare the full price with other shops.
- Save evidence. Take screenshots of the advertised price, basket and any extra charges.
- Contact the retailer. Ask why the charge wasn’t shown clearly. If you’ve already paid, explain what happened and ask the retailer to put things right.
- Report misleading prices. If you’re unhappy with the response, you can seek consumer advice and report the problem.
You can find the right service for your part of the UK through the government’s consumer advice page.
In England and Wales, Citizens Advice can pass complaints to Trading Standards. Scotland and Northern Ireland have their own consumer advice services.
Reporting a misleading price doesn’t automatically mean you’ll receive a refund, but it can help the authorities identify businesses that may be breaking the law.
Could retailers be fined?
Yes. The CMA has warned that it will continue checking online prices and could take action against businesses that fail to follow the rules.
The watchdog says it has already fined four businesses more than £5.1 million in total for breaking rules on hidden charges, while securing more than £1.35 million in refunds for affected customers.
However, the latest warning doesn’t announce new fines against individual online retailers.
The rules on compulsory charges are part of the Digital Markets, Competition and Consumers Act 2024, with the relevant consumer protections in force since April 2025.
The message for shoppers this Christmas is simple: don’t judge a deal by the first price you see. Check what you’ll actually pay before placing your order.
