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Shoppers are being hit by unclear extra charges when buying goods from EU-based retailers.
The add-on costs when buying goods from the bloc should be more transparent so that shoppers are not hit with surprise fees or scammed, consumer group Which? said.
Research by Which? found two-fifths (42 per cent) of people who ordered products online between the end of the Brexit transition period on 1 January and mid-February experienced some issues.
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Delays were the most common issue experienced by those who ordered products online, but one in 10 people (11 per cent) were asked to pay additional handling or delivery fees.
The average charge was £41 but some people paid up to £300 on up-market goods.
Some shoppers also experienced difficulties when returning items to the EU.
Nine in 10 (87 per cent) people who returned items between 1 January and 16 February experienced issues such as delays, unexpected paperwork or extra charges, the survey of 2,000 people found.
Which? said that for many people, import charges and confusing returns policies have made shopping with EU retailers after Brexit much more difficult than it used to be.
It argued that a lack of clear, accessible and well-signposted information on how online shopping has been affected since the end of the Brexit transition period means many new charges and processes have not been communicated clearly and have come as a shock to consumers.
The Government has been urged to make the processes for how these costs are charged as simple as possible for both businesses and consumers – and companies must also be up-front about any charges.
In some cases, additional customs duties may apply if an online shopper is buying goods from the EU which originated from further afield, for example, from a seller based in China on an EU platform.
Adding to the confusion, couriers’ policies around charges and how they are applied can also vary.
The confusion over charges means people could be misled or scammed into paying extra costs, Which? warned.
It highlighted a recent surge in scam texts purporting to be from the Royal Mail and claiming that a parcel is being held due to an unpaid shipping fee.
Adam French, Which? consumer rights expert, said: “Many consumers across the UK could have been surprised to learn how often they buy from EU-based retailers.
“After Brexit, many were caught off-guard by the new delivery charges and returns policies for parcels from the EU – and left footing unexpected bills.
“Which? is calling on the Government to make these charges clear for consumers so they are not surprised by the costs or, more concerningly, misled or scammed into paying extra charges.
“Businesses must also be up-front about any extra charges so consumers can continue to shop across the border without any unnecessary complications.”
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