Internet Delivery is Safe

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

• Check that the shop seems reputable before placing an order - if you haven't got any word-of-mouth recommendations from friends, IDIS and ISIS certified shops are a great way to make sure you are dealing with a shop bound by certain terms of practice.



• 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 as most credit card general policies will protect you online too.



• When you place an order, it is standard practice that you will be sent an order confirmation by email. However, while placing your order, note 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.

In order to know if a merchant on Kelkoo is IDIS certified you should look for the little IDIS logo on the dedicated merchant pages and next to the merchant info on any offer on Kelkoo

For more information on the IDIS certification please visit the IDIS section on IMRG.

Merchants with an IDIS certification agree to provide the following;

• 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

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.

If the shop is ISIS-certified, email ISIS@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.

If the shop is not ISIS-certificated, you should contact your debit/credit card provider to see what cover you have, and whether they can help contact the shop.
Please do let us know - we track complaints and will remove any shop from our site that consistently attracts customer complaints.