Buying from overseas sellers: What are your rights?

Disclaimer: The information in this article is for educational purposes only. Wise does not offer any consumer rights and/or legal advice. If you wish to enforce your Consumer rights or get advice related to a potential overseas purchase, please contact a qualified legal advisor.

Online shopping makes it easy to buy from sellers outside the UK. Whether you’re after a bargain, a hard-to-find product or a taste of home. But before you fill your cart with goodies, it’s worth knowing your consumer rights when ordering from abroad.

This article explains how to spot international sellers, navigate refunds and replacements, and get help if an order goes wrong - so you can shop globally with confidence.

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Key takeaways

• A .co.uk site or prices in pounds doesn’t guarantee you’re dealing with a UK seller
• UK consumer law offers certain protections if you change your mind about an online order or it’s faulty, not as described or late
• Your rights are similar in the EU, but often weaker outside the UK/EU
• Buying online from abroad can come with extra charges like VAT and duty
• The UK International Consumer Centre (UKICC) offers free support if you’re having trouble with an international seller

Before you buy online: Is the seller based in the UK?

Seeing prices in pounds or a “.co.uk” website doesn’t guarantee the seller is based in the UK. Many overseas retailers create UK-friendly sites to feel local — so it’s possible to buy stuff from abroad without even realising.

Why the seller's location matters

Your rights under the Consumer Rights Act 2015 are generally strongest when you buy from UK-based sellers. For example, you can:

• Change your mind about an online purchase within 14 days of receiving it
• Get a refund or replacement if an item is faulty or not as described
• Cancel for a full refund if your order is late to arrive

In principle, these rights also apply to international orders in certain circumstances — like when the seller is targeting UK customers. But in reality, it’s often more difficult to resolve issues with sellers that are outside the UK.

This doesn’t mean you have to give up shopping with sellers abroad. But it’s good to know the risks and minimise them where possible. For example, you can check independent reviews to see what other shoppers have experienced.

How to check a seller’s true location

Before hitting “buy”, take a few minutes to check where the business is really based:

• Look for a physical address on their contact, returns, or terms and conditions page.
• Be cautious if you only see a P.O. Box or an online form with no clear contact details.
• Check the seller’s details on Companies House to see if they’re registered with a UK address.

Your key consumer rights when buying from abroad

Your consumer rights depend on which country’s laws apply to your purchase. Working this out isn’t always straightforward — so to help you, here’s a breakdown of important rules and common scenarios.

Which country’s laws apply to your online purchase? ¹

When you buy from a business, you enter into a legal contract. It might not feel that formal! But clicking the “buy” button counts as an agreement — including about which country’s laws apply to your purchase.

Before buying online from abroad, check the seller’s terms and conditions to see if your purchase will be covered by another country’s laws. If it’s not specified, UK law should apply (assuming you live in the UK).

Your purchase is also protected by UK law if the seller is targeting UK customers — yes, even if they’ve named another country’s laws in their T’s and C’s. However, the way this rule is applied can be complex. For example, translating a website into English may count sometimes but not always.

Your key consumer rights under UK law

Here are some of the protections you get if your purchase is covered by the UK’s Consumer Rights Act 2015.

14-day cooling off period ²

UK consumer law gives you a 14-day cooling-off period to change your mind and get a refund, starting the day after your order arrives. This also includes a refund of standard delivery costs.

There are exceptions — you don’t get a cooling-off period for things like:

• Perishable goods, like food or flowers
• Bespoke items, like jewellery with a custom engraving
• Items with broken hygiene seals, like makeup
• Items bought from a private seller, like on Depop

Businesses must tell you upfront if an item isn’t covered.

When there’s a problem with your purchase ^{3, 4}

UK law says that your purchase must do what it’s supposed to do, match the seller’s description, and have no damage. If not, your rights depend on how much time has passed since you received it – and can last for up to 6 years.

Within the first 30 days, you can reject most items for a full refund. You usually have to pay the return postage. This can be costly if you’re returning items overseas. A Wise card can help keep the cost down by using the mid-market exchange rate on 40+ currencies.

Within the first 6 months, you can ask for a repair or replacement. If that doesn’t work, you can reject the goods for a full refund or price reduction.

After 6 months, you can ask for a repair or replacement if you can prove the item was faulty when you bought it.

Cancelling an order that’s late ⁵

Retailers must deliver within 30 days unless you’ve agreed on a different date, like getting presents delivered by Christmas. If your order is late, you can cancel it and ask for a full refund.

Your key consumer rights under EU law

The EU’s rules are very similar to those in the UK, including the 14-day cooling off period and protections when there’s something wrong with your order. ^{6, 7, 8, 9}

This similarity is no coincidence, as the EU Consumer Rights Directive was integrated into the UK’s Consumer Rights Act 2015. Since Brexit, the main change for UK residents is that they must go through the UK International Consumer Centre (UKICC) rather than UK courts if there’s an issue with an EU seller. ¹⁰

The EU Consumer Rights Directive sets a baseline of consumer protection in all EU countries, Iceland and Norway. Some of these countries may have additional laws that give shoppers even more rights.⁹

Your consumer rights outside the UK and EU

Consumer rights can vary greatly from country to country. Although national laws are sometimes based on frameworks set by bodies like the EU or UN. It’s worth checking whether the country you’re buying from has a consumer rights group that offers free advice and helps with disputes.

Your rights may be weaker and harder to enforce when buying online from China, the US, and other countries outside the UK and EU. International sellers often attract UK buyers with low prices and unique items.

However there are many reports of products not arriving or looking very different from the advert. You may find it tricky to get a refund or replacement in these circumstances.¹¹

Credit card and PayPal protection on international purchases

Section 75 of the Consumer Credit Act gives you extra protection on credit card purchases between £100 and £30,000. Your card provider is jointly responsible for making sure you get what you paid for — whether the seller is in the UK or overseas. ¹²

If you pay with PayPal, you won’t be covered by Section 75, but PayPal has its own buyer protection scheme. It’s worth knowing how credit cards and PayPal compare.

Hidden costs of Customs Duty & VAT ¹³

What are VAT and Customs Duty?

VAT (Value Added Tax) is a tax that applies to most goods you order from abroad, except gifts worth less than £39.

Customs Duty is another tax you may have to pay on the goods. It applies to items worth more than £135 and any “excise goods” like alcohol or tobacco.

How are VAT and Customs Duty charged?

For non-excise goods costing £135 or less, VAT should already be included in the price you pay to the seller.

If your goods cost £135 or more, you’ll have to pay VAT and Customs Duty on the total value of the goods, postage, packaging and insurance. The delivery company will send you a bill stating how much you owe. They’ll normally wait 3 weeks for you to pay — and return your order to the sender if you don’t.

You can use the UK government’s trade tariff tool to look up VAT and Custom Duty rates.

How does sending gifts work?

If someone sends you a package marked as a “gift”, you must pay VAT to the delivery company if the goods are worth over £39. Gifts over £135 may also be charged Customs Duty. It’s illegal to mark an item as a gift if it isn’t one — and doing so could lead to penalties.

Pros and cons of buying from an overseas seller

Pros	Cons
Access to unique products or brands you can’t find in the UK Sometimes lower prices Wider choice of items	Extra costs like duty, VAT, and delivery fees Longer delivery times and possible customs delays Harder to enforce your consumer rights if something goes wrong

What to do if a purchase from sellers outside the UK goes wrong

Gather evidence of your purchase and the issue — like screenshots, receipts, bank statements showing the purchase, and photos of the item.

Check the terms and conditions of the sale to work out which country’s laws apply to your purchase. This can help you know your rights.

Contact the seller to ask for a refund, replacement or repair — and make sure to state your consumer rights clearly. If you bought through a marketplace like Amazon, eBay or Etsy, look into their buyer protection or dispute tools.

Getting nowhere? You can submit a complaint to UKICC to get help enforcing your rights with an international seller.

Paid by credit card? Consider contacting your card provider, as they offer protection on most purchases between £100 and £30,000. Paypal also has its own buyer protection scheme.

Shop globally, but shop smart

Buying from sellers outside the UK can be a great way to find bargains and unique products. With a bit of extra care, you can shop confidently and avoid hidden costs. Remember to:

• Check where the seller is based and which country’s laws apply to your purchase
• Consider independent reviews before buying from an international seller
• Check whether you’ll be charged Customs Duty or VAT
• Keep a record of your receipts and correspondence with the seller
• Contact the UKICC if you need help enforcing your rights

And if you’re paying in different currencies, a Wise card can help you keep costs down. Spend in 150+ countries, with mid-market rates for low, transparent fees*.

Sources used in this article:

1. Consumer Rights Act 2015 - purchase are protected by UK law if seller is targeting UK customers
2. Citizens Advice - 14-day cooling off period
3. Which.co.uk - Sale of Goods Act
4. Which.co.uk - returning faulty goods
5. MoneyHelper.org - delivery rights
6. Europa.eu - rights on shopping EU rules changing your mind
7. Europa.eu - EU rules on faulty goods
8. Europa.eu EU rules on when an order hasn’t arrived
9. UK International Consumer Centre - consumer contracts regulations
10. Money Saving Expert - Brexit hasn’t changed consumer rights
11. Which.co.uk - buying from China or outside the UK and EU
12. Citizens Advice - getting money back if you paid via PayPal
13. Gov.uk - customs duty and tax

Sources last checked on 25-Aug-2025

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