Underlining their commitment to responsible distance selling and in order to safeguard high standards, European distance sellers have adopted codes of conduct not only at national level with national trustmark schemes but also at European level with the EMOTA Convention on cross-border mail order and distance selling.

The EMOTA Convention on cross-border mail order and distance selling signed by EMOTA members in 2002, establishes a series of consumer-friendly principles and rules that EMOTA members must respect. The EMOTA Convention sets up a cooperation network to assist consumers should problems arise in connection with cross-border purchases.  

It is vital for European distance sellers that consumers are satisfied with the goods and services they order and this applies for cross-border trade as well as for national business.

In the case of cross border complaints consumers may ask their national distance selling association to conciliate, if they are not able to solve the dispute directly with the company involved. In such a case the national association shall forward the complaint to the association of the country of the company concerned, who shall process the complaint in accordance with its own proceedings or through the national body competent in the matter.

Company members of the national associations are entitled to use the EMOTA logo on all their business documents and on their website, thereby showing their commitment to abide by the rules as laid down in the EMOTA Convention.