Tips and advice for safe online shopping, and your rights if the purchase did not go as planned.

In Norwegian

Check the contact information

A reputable trader will provide their contact information. Always check if you can find their name, e-mail address, telephone number and the organisation number.

Check the shop’s reputation

Research online to find out if the company is trustworthy. A useful tip is to search the company’s name in relation to words such as “fraud”, “complaint” and “review”. If the shop is located in the United States, you can check out Better Business Bureau.

Check the terms and conditions

Traders often operate with different terms and conditions for their procedures related to, for instance, a delay, cancellation, and return. Check the terms and conditions that is applicable in your case before you proceed. This is especially important if you are shopping outside of the European Union (EU), where your rights will vary extensively.

Check the total amount

A good idea is to compare the prices with other shops. You could potentially save a lot of money.

In addition, always check what the total amount is. Shipping, fees, and other charges are often added to the stated price. If you are importing goods, you should check the import calculator on the Norwegian Custom’s website.

NOTE! Norwegian Customs can take hold of pirated products if they suspect that you plan to resell them. You should therefore check that you are buying “authentic goods” before placing an order.

Secure payment

In most cases, we recommend that you pay with a credit card or through a payment solution, such as PayPal, when you shop online.

When using a credit card, you have a legal right to demand the money back from the bank if

  • you do not receive the goods you have ordered.
  • the service you have ordered is not delivered.
  • an event is cancelled.
  • a trip is cancelled.
  • the trader does not respect your right of withdrawal.
  • the trader has gone out of business.
  • you have been scammed.

For debit cards, the process leading up to a refund is more complicated and banks often have short deadlines. Read more about your rights on our page about chargeback.

Be smart online

Be careful about the type of information you share about yourself – for instance, your social security number. This reduces the risk of being exposed to fraud and misuse of your personal information. The shop should specify why they are asking for the information and what it will be used for.

European traders are also obliged to have a privacy policy on their pages that states what type of information they are collecting, how it will be used and how to delete information about yourself.

Check if the product is safe

All products sold in Norway or the EU, must follow European product safety rules. This means, among other things, that the products must be safe and not contain dangerous chemicals.

You are considered an importer if you are buying goods from outside Europe and will therefore be responsible for ensuring that the product complies with European regulations.

You can check if the product you want to buy has been registered with the supervisory authority at the EU Comissions website. NOTE! It can take a long time before the product is checked and declared as dangerous.

How to proceed with a claim

1. Complain to the trader

If you are dissatisfied with an item or the item is not delivered, you must first contact the trader. Feel free to use one of our complaint letters.

Complaint letters

2. Submit your case to The Consumer Authority for mediation

If you purchased an item from a Norwegian online shop, you can submit your case to The Consumer Authority (Forbrukertilsynet) for mediation. 

Submit case for mediation

If you purchased something outside Norway

  • EU – if you purchased something from an online shop in the EU/EEA, you should contact ECC Norway.
  • USA – if you purchased something from an online shop in the United States, you should contact Better Business Bureau.
  • In countries beyond those above, you must check the shop’s terms and conditions and the applicable rights.