Distance sellers are offering an unparalleled and competitive range of goods and services tailored to the changing lifestyle of today’s Europeans.

The customer is king, and never more so than in the internet era where customers expect ‘24/7’ service via e-commerce and mobile (m-commerce) channels.

We are happy to say that distance selling provides a series of benefits to consumers. They may consider offers at home, at any time, without any pressure; they may easily compare the various offers, e.g. on the internet; today’s means of communication allow for easy access to information about the availability of products and services and about delivery; consumers are free to choose how they wish to place an order, how to pay and where and when they want the goods to be delivered or the service performed. They have a right to return the goods or refrain from the services ordered, within the period and under the conditions specified by law and by the company.

Underlining their commitment to responsible e-commerce and in order to safeguard high standards, European distance sellers have adopted codes of conduct, at both national and European level. The EMOTA Convention On Cross-Border Mail Order and Distance Selling of 2002 establishes a series of consumer-friendly principles and rules to be respected by EMOTA members.  Many of EMOTA’s member associations have also introduced trustmark schemes which enhance consumer confidence by guaranteeing appropriate behaviour regarding data confidentiality and safeguarding against unfair commercial practices.

It is important for distance sellers hat consumers are satisfied with what they ordered. Should problems arise in connection with cross-border purchases, EMOTA members offer, in the European Convention, a cooperation network to assist consumers: