Returns and terms pages for an e-shop: what customers look for
Delivery, payment, returns and contact pages: what a customer wants to find before buying and how to present it clearly. A practical guide, not legal advice.
Before they buy from a shop they do not know, many customers look for the same few things: how long delivery takes, how to pay, what happens if they want to return something, and who to contact. If those answers are easy to find, the shop feels trustworthy. This article is about that practical side.
This is not legal advice. What an e-shop must publish, and how, is set by law, including consumer rights and the handling of complaints. Please check the exact requirements for your business with a lawyer.
Delivery page
- The available delivery methods and the price of each.
- The delivery time, and from when it counts.
- The order value above which delivery is free, if there is one.
- Who to contact if the parcel is late or damaged.
More on this in delivery options for an e-shop.
Payment page
List the accepted payment methods, explain how bank transfer works if you offer it (account details, how long you wait for the payment), and mention any extra fee for cash on delivery. Keep it consistent with what the checkout says.
Returns and complaints page
- How to start a return, step by step.
- Who pays for the return shipping.
- How and how soon the customer gets the money back.
- A form or an address for sending the request.
- Any goods that cannot be returned.
- The difference between a return and a complaint about a defect, in simple words.
The exact rights and deadlines are a legal matter, so the text should be checked by a lawyer. My job as the builder is to place it where customers will see it.
Contact and company details
Give the company name, address, registration details, an email address and a phone number if you answer calls. Say when you usually reply. A real name and a real address say more than any badge.
How to present it
- Link the pages from the footer, the cart and the product page.
- Put a short plain-language summary at the top, with the full terms below.
- Use short sentences and headings, so people can find their answer quickly.
- Update the pages whenever you change a price, a carrier or a rule.
The texts come from you and your lawyer; I build the pages and place them so they are easy to reach. Read also the product page checklist. If you are planning a shop, write to me or see e-shop development.