Internet Shopping is Safe

• Registered with the ISIS programme and undertaken to trade in a manner that is legal, decent, honest, truthful and fair;
• Had its web site and service reviewed and monitored by IMRG;
• Had its Business, VAT and Data Protection registrations checked by IMRG.

Further Information

1. How do I know which shops have ISIS certification on Kelkoo?
2. What should I bear in mind when shopping online?
3. What if something goes wrong once I place my order?
4. What if I'm still not happy with an ISIS-certified shop?
5. What if I'm getting nowhere with a shop not certified by ISIS?

How do I know which shops have ISIS certification on Kelkoo?

We put an ISIS icon next to any search results from shops with an ISIS certification, which looks like this:

ISIS (Internet Shopping is Safe) is run by the e-retail industry body, IMRG and backed by the UK Government.

Back to top

What should I bear in mind when shopping online?

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

1. Check that you are happy that the shop seems reputable before placing an order - if you haven't got any word-of-mouth recommendations from friends, ISIS certified shops are a great way to make sure you are dealing with a shop bound by certain terms of practice.
2. 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, most credit card general policies will protect you online too.
3. When you place an order, it is standard practice that you will be sent an order confirmation by email. However, while placing your order, jot down 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.

Back to top

What if something goes wrong after I place my order?

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.

Back to top

What if I'm still not happy with an ISIS-certified shop?

If the shop is ISIS-certificated, 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.

Back to top

What if I'm still getting nowhere with a shop not certified by ISIS?

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.

Do let us know - we track complaints and will remove any shop from our site that consistently attracts customer complaints.

Back to top