1 in 4 people will do more of their Christmas shopping online this year

Two thirds of online shoppers plan to buy at least half of their Christmas gifts via the internet this year, reveals Citizens Advice.

Over a quarter said they will do more of their shopping online this festive season than they did last year. Just four per cent said that they don’t plan to buy any Christmas shopping via the internet.

As shoppers get ready for the busiest retail weekend of the year, Citizens Advice is reminding people to be aware of their rights.

Earlier this year, new distance selling rules came into force to protect online shoppers from being stung by hidden costs, late delivery and rip-off charges. New findings, released by the national charity and consumer champion today, show some consumers are in the dark about some of the new rules. Three in four people didn’t know that they could cancel an online order or return goods within 14 days to get a full refund, including delivery costs.

Citizens Advice consumer service helped with 1,456 problems with delivery, collection or repairs in December 2013 and 1,620 in January 2014, higher than any other month this year.

Citizens Advice is also urging shoppers to plan their finances in order to avoid a debt hangover in the New Year.

Based on a survey of more than 3,700 people with internet access from across the UK, the new research finds:

• Three quarters of people living in rural areas feel aware of their online shopping rights, higher than in any other community.
• Overall, 84 per cent of UK consumers who have access to the internet are online shoppers and 69 per cent said they know understand their online consumer rights.
• People living in island communities are the least confident online shoppers. Only 45 per cent regularly shop online and just 59 per cent told Citizens Advice that they feel aware of their online rights.
• Online shoppers are most likely to get their Christmas shopping delivered to a home address (91 per cent), although a third (30 per cent) will also be relying on Click and Collect during the Christmas period this year.
• Preferences for delivery methods vary by age and 40 per cent of 25-34 year olds plan to make use of drop-off points.

Citizens Advice Chief Executive Gillian Guy said:

“Planning ahead now will make sure that your Christmas delivers. Late deliveries, faulty presents and unmanageable costs risk putting a dampener on the festive season. Make sure that you know your rights and have your budget in order before you part with your hard-earned cash.

“A staggering ninety six per cent of people with internet access will shop online this Christmas. With so much money on the line retailers must do all they can to help people understand their rights. If something does go wrong, or you need advice on coping with the cost of Christmas then Citizens Advice is here to help.”

The charity is also reminding people to plan their finances to avoid a Christmas debt hangover. Last Christmas, 24,000 people got help with debt from Citizens Advice’s online guide between 26 December and 2 January, a 41% increase on the year before. Twenty thousand people came into Citizens Advice for help with a consumer debt problem in January 2014.

Citizens Advice will be holding a Q&A on the Citizens Advice Facebook page between Monday 1st December and Wednesday 3rd, to answer any questions about shopping online and people’s consumer rights. You can check your online shopping rights at www.adviceguide.org.uk and from Monday 1 December have a look at #CABXmas on Twitter for Citizens Advice’s top tips for buying and sending gifts this Christmas.

If you need help sorting out a consumer problems this Christmas, contact the Citizens Advice consumer service on 03454 04 05 06.

Top Christmas tips:

1. Think about how much you can afford to spend and stick to your budget. With presents, food, travel and parties, Christmas costs can soon mount up so managing your money is key.
2. Always check the retailer’s terms and conditions of sale, and other important pre-contract information such as returns policies before you buy your Christmas gifts online. You can get more information from www.adviceguide.org.uk
3. Online retailers must tell you about delivery costs and whether you will have to pay for returning your gift before you place an order. Advice Guide can help you argue your case if you have delivery disputes with an online seller.
4. Presents ordered from outside the EU might be liable for customs duty, excise duty or import VAT. You can contact HMRC for more information.
5. Save money by sending items using Second Class. If you send 100 cards using Letter stamps this will save you £9, and if you use Large Letter stamps this will save you £20.
6. Leave yourself enough time to send your cards. The last posting dates for Second Class is Thursday 18 December and First Class is Saturday 20 December.
7. Use a cheque or postal order instead of sending cash and send jewellery, money, vouchers and valuables by an insured service such as Royal Mail Special Delivery, in order to claim compensation if your item is lost or damaged.
8. Get the best deal for sending your Christmas gifts by shopping around through your local Post Office, online parcel brokers or high street shops which offer parcel delivery services.
9. Ask for a free Certificate of Posting at the Post Office counter when you send important items. Remember to always keep your receipts for proof of value when filing a claim if it is lost in the post.
10. Check the pricing in proportion to guidelines before you stick on a stamp. If in doubt, check at your local Post Office or see the dimensions on their website.
11. If you are considering taking out a loan, shop around and compare the interest and charges before you borrow. Only take out a loan if you know you will be able to afford the repayments and make sure you are clear about the full cost what will happen if you can't pay it back.
12. When you buy an item online, over the phone or through a catalogue you can change your mind or send it back if it is faulty. From the day it’s delivered, you have a 14 day cooling off period where you can change your mind and send it back.

Notes to editors:

1. Populus interviewed a random sample of 3,728 adults aged 18+ online between 29th August – 4th September 2014. Booster interviews were conducted within certain rural and island communities in order to reliably represent the delivery experiences of this group. The results have been weighted to the profile of all adults. Populus is a founder member of the British Polling Council and abides by its rules.
2. This year the Citizens Advice service celebrates its 75th anniversary. We’ve planned a year of activity running from January to December 2014. Contact the press office on 03000 231 080, or via email at press.office@citizensadvice.org.uk, to find out more.
3. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
4. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
5. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
6. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
7. Citizens Advice Bureaux in England and Wales advised 2.1 million clients on 6.6 million problems from April 2012 to March 2013. For full 2012/2013 service statistics see our quarterly publication Advice trends
8. Citizens Advice service staff are supported by more than 22,000 trained volunteers, working at over 3,000 service outlets across England and Wales.