A consultation seeking the views of business, retailers and shop workers on New Year’s Day trading has been published by the Scottish Government.Union leaders have welcomed the announcement – but say it’s 14 years late!
The move follows an Usdaw petition to the Scottish Parliament, which was supported by the Public Petitions Committee who pressed Ministers to commit to a consultation.
Running for 10 weeks until 24 August, the consultation aims to determine whether the current law should change and restrict large retailers from trading on New Year’s Day as is the case on Christmas Day.
Affected stakeholders, including large retailers and their staff, are strongly encouraged to participate in the consultation which follows a parliamentary petition calling for trading on 1 January to be prohibited.
Public Finance Minister Tom Arthur said: “The last year has shown how much we all rely on retailers and their staff who have supported the country during the pandemic. As we look at recovery and building a sustainable economy we need to consider what will support businesses and their staff in the future.
“Following a petition to the Scottish Parliament’s Public Petitions Committee calling for trading to be banned on New Year’s Day, the Scottish Government has been engaging with business groups, trades unions and others to understand what impact this would have on business and staff.
“This consultation will help us to determine whether the current law should change and restrict large retailers from trading on New Year’s Day, as they currently do on Christmas Day.
“The Scottish Government encourages everybody with an interest to complete this consultation to ensure their views are considered.
“As we recover from the COVID pandemic we are committed to building on the £3.6 billion in support we have delivered to businesses since March 2020 and ensure we seize Scotland’s economic potential, creating secure, sustainable and satisfying jobs.”
Tracy Gilbert, Usdaw Regional Secretary for Scotland, said: “Today’s launch of a consultation on large stores closing on New Year’s Day, after an unnecessary 14 year delay, is a step forward in our campaign to get a proper break for shopworkers over the festive period.
“As key workers delivering the essential service of keeping the nation fed, shopworkers deserve a decent break over the festive period. They have worked long hours in difficult circumstances throughout the pandemic, faced unprecedented levels of abuse and worried every working day about catching the virus and taking it home to their families.
“However this is not just a campaign for the pandemic, our members have for many years demanded a proper break after the extremely busy and stressful shopping period in the run-up to Christmas. 98% say that large stores should be closed and only 4% are happy to work on New Year’s Day or 2 January.
“Hogmanay and New Year is a special holiday, but this is not reflected in the experience of many retail workers, with three-quarters saying they spend too little time with friends and family.
“We will be encouraging our members to engage with the consultation, to ensure the voices of shopworkers are heard. If we can secure a positive outcome, Usdaw will be calling for the necessary legislative processes to be completed in time for 1 January 2022.”
The Kooples, Aeronautica Militare and Nordic Outdoor are the latest international fashion brands to sign to St James Quarter
Scottish watch designer Kartel will open its second city centre shop
St James Quarter, the 1.7 million sq ft city centre development in Edinburgh, has added The Kooples, Aeronautica Militare and Nordic Outdoor to its fashion line-up as it prepares to welcome visitors to the opening of its first phase. In addition, Kartel will extend St James Quarter’s jewellery offer.
The Kooples, Aeronautica Militare and Nordic Outdoor, which have taken 1400 sq ft, 1350 sq. ft and 900 sq ft respectively, will be situated on level 3 of St James Quarter, alongside Kate Spade, Calvin Klein, Tommy Hilfiger, Kurt Geiger, Carvella and Russell & Bromley. Scottish designer Kartel has taken 760 sq. ft on level 3.
Founded in 2008, famous French premium brand, The Kooples, will be offering their rock-chic and contemporary apparel, while Aeronautica Militare will bring its comprehensive Italian wardrobe for men, women and children to cater for formal and more casual styles under the emblems and logos of the Italian Air Force and Frecce Tricolori.
Scandinavian and British outlet, Nordic Outdoor, will be hosting some of the best in modern Scandinavian outdoor clothing & equipment labels with a focus on style, function and sustainability.
Local Scottish watch designer Kartel will be providing St James Quarter’s customers with durable, high-performing timepieces combining handcrafted materials with contemporary high-precision timekeeping.
Chris Pyne, head of leasing for St James Quarter, commented: “These latest retailer signings are another major boost to the mix of international shops alongside popular local brands that we have brought together.
“We look forward to welcoming them all as we prepare to open the first phase this month.”
Caspar Odqvist, Owner of Nordic Outdoor said:“Being an Edinburgh based business, we are delighted to be a part of the next chapter in the city’s journey to become a world class retail destination.
“Our new store has been designed with the modern ‘outdoors’ consumer in mind who value style, functionality and sustainability equally. As an independent we can’t wait to bring our own blend of Scandinavian Outdoors to the most exciting urban development in Edinburgh and encourage everyone to live a little more outdoors every day.”
Bobby Morrison, owner of Kartel, said: “As a Scottish brand Kartel is proud to be part of the St James Quarter opening in Edinburgh. Experiential retail is at the heart of our offering, bringing a new level of customer interaction within our store.
“The quality of retailers in the new development will make the St James Quarter a landmark destination and we look forward to welcoming our existing and new customers alike.”
A game-changing mixed-use development being delivered by Nuveen Real Estate, St James Quarter will complete the distinctive offer of Edinburgh with over 80 new brands, an enticing mix of restaurants and bars, a W Edinburgh hotel, a boutique Everyman Cinema, a Roomzzz Aparthotel, 152 New Eidyn residential apartments, and an unrivalled guest experience providing customers with an enviable events programme in a range of new and attractive public spaces.
Development managers Bankfoot APAM have announced a consultation on plans to transform The Gyle shopping centre into a new ‘town centre’.The proposals are a radical departure from previous plans to extend the centre.
The Gyle was originally opened in 1993 after an investment of £68million. It quickly became one of the most successful shopping destinations in the east of Scotland and was extended soon after.
Previous owners had brought forward plans for small extensions for new retail units and a cinema, but these were rejected last year by the City Council.
Options now include a fully refreshed and enhanced retail offer, major new housing and office space on a site that has some of the best public transport links in Scotland and in an area (west Edinburgh) where up to 18,000 new homes are already planned.
The concept is to create a new town centre where people will live, work, shop and enjoy their leisure time in one of the most sustainable communities in Scotland.
The initial ideas reflect the fact that whilst The Gyle was once at the fringe of Edinburgh, it is now at the heart of one of Scotland’s fastest growing residential and commercial districts.
The options being consulted on include:
A new community in which people can live, work, shop, rest and play within easy reach of the city centre and countryside
A renewed and revitalised retail offer with enhanced facilities for click and collect, home delivery and other services
New homes for families and professionals that bring people to live more closely to their jobs to encourage more public transport use, cycling, and walking
A new east/west ‘green link’ that provides better and safer walking and cycling facilities and new public green space
Improved access to the existing Tram, Bus and Rail services that run through and around The Gyle
Chris Moore, Managing Director at Bankfoot APAM, said: “When the Gyle was built it was a leading modern shopping destination. However, we are now looking at a new normal that is very different for shopping and living.
“The creation of a new urban city district will help transform the visitor experience and bring many more new residents, workers and customers to the shops and facilities.
“Increasingly people will travel by public transport and the facilities need to reflect that new normal. We have seen the changes that the new St James development in the city centre is making to people’s shopping experience and our aim is to deliver better and higher quality shopping, rather than just increasing floorspace. We have also studied the quality of the proposals for new homes and offices at the nearby Edinburgh Park.
“Edinburgh is changing, and west Edinburgh is changing faster than almost anywhere in Scotland and our plans must reflect sustainability issues and respond positively to those changes. Looking ahead we should consider how best to serve our customers and meet their growing concerns about the environment. A more balanced community is what is proving to work best.
“We will be consulting local residents and communities on our new vision in the near future, and we look forward to starting the regeneration and revitalisation of The Gyle in a way that makes it an even more special place for many more people. The Gyle can again be one of the finest shopping destinations in the country, but our ambition is to make it one of the finest places to live, work and play as well.”
The concept is to create a new town centre where people will live, work, shop and enjoy leisure time, all in one of the most sustainable communities in Scotland.
The plans also include a new east and west ‘green link’ for safer walking and cycling facilities, along with more public green space, as well as improved access to the tram, bus and rail services that run through and around The Gyle.
Popular eyewear brand IOLLA are bringing local centre stage in the new St James Quarter, launching a new experiential showroom and standing shoulder to shoulder with some of the biggest names in retail.
IOLLA launched in 2015, introducing a better way to buy eyewear with their offering of complete prescription glasses and sunglasses for £75. Their mission is to help people look and feel great, empowering glasses wearers to build an eyewear wardrobe thanks to their diverse range of unique frame designs and affordable price point.
The Scotland-born local business is the latest retailer to confirm its opening in Edinburgh’s new £1.7bn city centre development St James Quarter set to open at the end of June.
IOLLA will be opening its fourth location across Edinburgh and Glasgow which will feature a new style of plug-and-play shelving stations, digital screens and modular podiums, brought to life with the help of local Edinburgh design studio Splintr.
Their new showroom design will feature a 360º interactive window display and movable podiums, designed to bring the experience to the customer, replacing traditional ‘checkout’ desks.
By putting technology, adaptability, and the customer at the centre of the new design, IOLLA hope to create a customer journey within their St James Quarter showroom that is unique, fun and memorable.
Stefan Hunter, IOLLA Founder, said: “Our new St James Quarter showroom will be the most enriched customer experience we’ve ever created. Visitors can discover and journey through our brand by using our new creative touchpoints like material and manufacturing displays and an interactive try on garden.
“The St James Quarter showroom is also our biggest yet, and will give us the opportunity to truly showcase our passion for great customer service, great products and a fair price.”
Martin Perry, Director of Development for St James Quarter added: “With the first phase opening of St James Quarter just weeks away, the addition of IOLLA will help further bolster the already formidable array of local and international brands St James Quarter has to offer as we look to build a diverse offering, including some national and city ‘firsts’, that will help create a one of a kind destination.”
Since opening its doors in 2015, IOLLA have been one to watch, paving the way for local retailers and shaking up the traditional optical industry with a direct to consumer approach and designing and manufacturing in their Glasgow headquarters. Despite a challenging year for retail, the brand continued to focus on its growth by; investing in its digital strategy, expanding its design and technology teams and this year will push to increase its overall workforce by 100%.
The opening of the new showroom is a landmark moment for IOLLA, allowing the brand to branch into new territory when it comes to retail expansion and in high footfall locations.
This is the first step in an ambitious growth plan over the next 5 years for the innovative eyewear retailer, and it’s set to bring more eyes than ever to the IOLLA brand. Visit IOLLA in the St James Quarter from June 24th.
Apply now to be part of the IOLLA team at St James Quarter at jobs.iolla.com.
Usdaw welcomes Scottish legislation and urges UK Government to follow suit
Retail trade union Usdaw has welcomed yesterday’s announcement by the Scottish Government, confirming that a new law to protect shopworkers from violence, threats and abuse will come into force on 24 August 2021.
The ground-breaking legislation was supported by MSPs after Usdaw’s long-running campaign led to the Protection of Workers (Retail and Age-restricted Goods and Services) (Scotland) Bill, which was successfully steered through the Scottish Parliament by Daniel Johnson MSP (Labour, Edinburgh Southern).
Tracy Gilbert, Usdaw’s Scottish Regional Secretary, said:“We welcome today’s confirmation that ground-breaking legislation to protect shopworkers from violence, threats and abuse will come in to force on 24 August. We again thank Daniel Johnson MSP and all MSPs for listening to the pleas of our members and giving them the legislative support they so desperately need.
“Retail staff have been on the frontline throughout the coronavirus crisis, helping to keep our communities fed, despite the risks of contracting the virus. Our 2020 survey showed that 9 in 10 shopworkers had been abused last year. This new law firmly backs up Usdaw’s clear message that abuse is not part of the job.
“We are now looking to work with the Scottish Government, police and retailers to promote the new law. We want criminals to understand that assaulting and abusing shopworkers is unacceptable and will land them with a stiffer sentence. Our hope is that this new legislation will result in retail staff getting the respect they deserve.”
Paddy Lillis, Usdaw General Secretary, said: “The Scottish Parliament is leading the way on protection of shopworkers. Today our petition for similar legislation in the UK Parliament is being debated in the House of Commons (see below).
“We urge MPs to support the aims of our petition and persuade the Government to back legislation to protect shopworkers. They have the perfect opportunity by accepting an amendment from Sarah Jones MP to the Police, Crime, Sentencing and Courts Bill, which we hope will be supported in the bill committee.
“Retail employers, leading retail bodies and the shopworkers’ trade union are jointly calling for legislation, so it is time for the Government and MPs to listen.
“We are now looking for MPs to support key workers across the retail sector and help turn around the UK Government’s opposition and follow Scotland’s lead.”
A survey of over 12,000 retail workers has found that only 1 in 5 shopworkers who reported incidents of abuse or violence were satisfied with the official response from the police or their employer.
Westminster’s Home Affairs Committee has published the findings of its survey, which asked retail and other shopworkers to share their experiences of incidents of violence and abuse. Two thirds of those who reported incidents suggested no help was given to them after receiving an initial response from their employer or the police.
The Committee asked retail workers about the frequency of incidents, how these were reported, what action was taken by the police or employers and what should be done to prevent abuse in future. The majority of respondents had both witnessed and experienced verbal or physical abuse at work.
The survey found that 87% of respondents had reported incidents to their employer but, in 45% of these cases, no further action was taken. Half of respondents reported incidents to the police, of which only 12% led to an arrest.
A third of respondents did not report incidents to their employer because they believed nothing would be done or it was ‘just part of the job’. Over a quarter did not report incidents because they believed the police would not do anything about it.
Respondents felt that better security at retail premises and more severe punishments for offenders would help prevent incidents in the future.
The public survey was held as part of the committee’s inquiry into ‘Violence and abuse towards retail workers’. The findings are published ahead of today’s Westminster Hall debate on an e-petition calling for more protection for retail workers.
The Committee’s Chair, Yvette Cooper MP, said: “During the Covid crisis, we’ve seen an appalling and unacceptable increase in reported attacks and abuse against shop workers.
“No one should feel unsafe at their place of work and there are no circumstances where such behaviour should be tolerated. Thank you to everyone who took the time to share their experiences with the Committee.
“The sheer number of responses we have received shows just how widespread this problem is. In far too many cases retail workers don’t report incidents as they feel nothing will be done or that they’re expected to deal with such appalling incidents as part of their job. That’s simply not the case and it’s clear that action is needed to change this.
“The Committee is currently assessing the wider evidence we’ve received – I hope the Government responds constructively to the serious issues we have identified.”
Following five years of construction, 17,378 tonnes of steel, and an estimated 2.835m working hours completed – the final crane at St James Quarter has officially been removed, revealing Edinburgh’s skyline to the public.
Since construction began, 13 cranes have shaped the city skyline and played a key role in the construction of the £1bn project. The removal of the final crane marks another celebratory milestone for St James Quarter, which is working towards opening at the end of June.
Reaching peaks of over 88m, the St James Quarter cranes grows almost as tall as the Capital’s iconic Calton Hill and, over the years, became a much-loved fixture of the Edinburgh skyline. The cranes became a local talking point within the city and lit up the sky at night – a permanent lightshow visible from far and wide.
As the final crane is lowered, it signifies another step forward for the long-anticipated opening of one of the most significant UK city centre transformations undertaken in the last decade.
The phase one opening will bring together brands from global to local, combining convenience and luxury with an offering that includes; Zara, Mango, Pull & Bear, Rituals, H&M, Kurt Geiger, Tommy Hilfiger, Calvin Klein, as well as Dune, Bonnie & Wild, Bross Bagels and Salerno Pizza, ensuring there is something for everyone to enjoy.
Still to come in the latter phases of the development over the next 18 months will be an enticing mix of more shops, restaurants and bars, a W Edinburgh, a boutique Everyman Cinema, a Roomzzz Aparthotel, New Eidyn residences that will provide 152 premium apartments with exceptional amenities, by developers Native Land, and an unrivalled guest experience providing customers with an enviable events programme in a range of new and attractive public spaces.
Martin Perry, Director of Development at St James Quarter, said: “The removal of our final crane is another monumental moment not only for the team at St James Quarter, but for the City of Edinburgh.
“Our cranes have become a significant addition to Edinburgh’s iconic viewpoints for many years and although many will be sad to see them go, it does mean we’re one step closer to opening our doors next month.
“Our phase one opening is a significant moment in Edinburgh’s history, and we can’t wait to share what lies behind the quarter with the people of Edinburgh and beyond.”
· M&S stores across Edinburgh, including M&S Gyle and M&S Princes Street, get ready to welcome more shoppers back in store as customers look ahead to brighter days
· New services launched to help customers Shop Their Way – from contact free bra fit to easier payment options
· Sparks to boost rewards for customers for two weeks from 26th April – one customer every day in every store will win their shopping for free
With retail reopening across Scotland this week, M&S is sharing how stores across Edinburgh, including M&S Gyle and M&S Princes Street, are set up to offer customers the inspiration and flexibility to Shop Your Way.
M&S has been continually adapting its store experience, offering products and services that local customers want after a year of significant change.
M&S stores across Edinburgh are offering a range of exciting new products and services to make shopping with M&S easier, convenient and more rewarding – from digital payment options to rewards and treats for shopping through our Sparks loyalty programme. All of this supported by standout M&S customer service in a safe and clean store.
M&S Scotland Central and East Regional Manager, Scott Munro, said:“We’re excited to welcome more customers back into our stores and look forward to continuing to serve our local community.
“Whether you’re looking for our latest Dine-In family feast or those must-have wardrobe staples to see you into summer, we have everything to help you Shop Your Way.
“With exciting new services like our contact-free bra fitting and the Scan & Shop service on our Sparks mobile app, we’re supporting customers however they choose to shop. Whether that’s browsing in store or using our click & collect service, our local team is ready to help.”
Shop Your Way: Easy and Rewarding Ways to Pay
Following the relaunch of the M&S Sparks loyalty scheme in July last year, M&S stores across Edinburgh are marking the return of retail by offering one Sparks customer every single day for two weeks from 26th April, in every store, their whole basket or trolley of shopping for free.
As well as offering regular rewards and treats for shopping through Sparks with M&S, the mobile App also allows customers to shop in store with their phones with the Scan & Shop with Sparks service offering a quick way to pay without using the till. This follows the recent extension of Sparks Book & Shop to help customer plan ahead and book a slot to shop at a time that suits them.
Shop Your Way: Great new services and stand out service
Outstanding customer service remains and will always be a defining feature of the M&S experience and is a key reason why customers choose to shop with M&S – from the welcoming host on the door and the brilliant operations teams behind the scenes, to the valuable in-store services offered in-store.
Bra Fit
Bra fit is back at M&S including at M&S Princes Street, the Gyle and Fort Kinnaird, allowing customers to choose between a contact-free bra fit from M&S’s expert colleague by appointment or the new option of accessing M&S’s expert service from home via a virtual appointment. M&S virtual bra fit appointments are available for any customers across Scotland.
M&S Gyle is also improving its Bra Fit service by offering customers on-the-spot payment service Pay With Me – so customers can purchase lingerie straight after their appointment from M&S’s expert Bra Fit colleagues without visiting a till.
Click and Collect
More and more customers are looking to take advantage of the flexibility and convenience of shopping with M&S across both its website and their local store. M&S is making this easier by blending these services and offering local customers free next day collection when ordered by 8pm.
M&S Cafés
M&S Cafés, including at M&S Gyle, Fort Kinnaird and Ocean Terminal, are now open as of 26th April.
All customer toilets will also be back open, with strict cleaning protocols in place to ensure the highest levels of hygiene.
FUSE aims to help inspire the next generation of retail and hospitality
Future leaders of retail and hospitality can broaden their skills and knowledge as St James Quarter and FUSE team up to create their first ever virtual training academy – open to anyone currently out of work or looking for a job in retail and hospitality.
Throughout May, The FUSE Academy will host the top names in retail and hospitality, who will share the secrets of carving out a successful career in the industry. Each inspiring and informative session is free to attend and will give expert insight as well as providing valuable training tips for interviewing and creating the perfect CV.
Working with partners across Edinburgh, St James Quarter launched FUSE to provide a high-quality recruitment and training service for the 3,000 jobs it will bring to Scotland when its doors open in June. As well as finding the suitable candidates for each role, FUSE focuses on developing careers by offering training and providing people with opportunities to achieve accredited qualifications.
St James Quarter Managing Director Nick Peel (above) and Retail Director Gill Moore (below) will kick off the virtual FUSE Academy with an inspiring and in-depth look at their careers and previous roles, which include senior positions at Arsenal Football Club, Rangers Football Club and Harvey Nichols Middle East.
FUSE Manager Calum Nicol, who will co-host the CV workshop session, said: “FUSE is about more than filling roles, it’s about finding the right job for the right person and allowing people to carve out successful careers.
“At FUSE we pride ourselves on helping job seekers not only find work but expand their career prospects by connecting them to courses and accredited qualifications. The FUSE Academy is the perfect way to discover career opportunities and expand your own skillset by learning from some of the biggest names in Scottish retail and hospitality.”
As well as featuring speakers from FUSE and Fair Start Scotland, The FUSE Academy will also welcome experts from some of the biggest brands opening at St James Quarter, including Bross Bagels, Bonnie and Wild and the PVH Group, who represent Calvin Klein and Tommy Hilfiger.
St James Quarter Marketing and Brand Director, Rochelle Burgess, who will be part of The FUSE Academy’s Expert Panel discussion, is delighted to be involved in the virtual training sessions.
She said: “As someone who started out working on the shopfloor, I am so pleased to be able to share my experiences from my career so far.
“There is a common misconception that there are limited career opportunities within retail and hospitality, but The FUSE Academy will dispel those myths, while allowing those who attend to gain valuable CV and interview skills.
“The jobs that St James Quarter brings will have a positive impact on Edinburgh and could also be the first step in a new career for someone, that legacy is something that really excites me.”
The FUSE Academy begins on 6 May, with each 45-minute session covering a different topic each Thursday, throughout the month.
Over a third of Britons have tried a local small restaurant or shop for the first time by ordering online during the Coronavirus lockdowns, new research prepared by Public First on behalf of Internet Association (IA) has revealed.
And with 71 percent of small and medium sized businesses (SMEs) surveyed planning to continue selling products online after the end of lockdown, the research highlights how changing consumer habits have opened new revenue streams – both during the pandemic and into the future – for small businesses in the UK.
As non-essential retail in England opened its doors on Monday, the findings – which include new public opinion research and a survey of 250 SMEs in the wholesale, retail and food sectors – show how shopping behaviours have changed during the pandemic and will continue after lockdown eases, as well as highlighting the vital role the internet has played in helping SMEs continue selling products throughout the pandemic.
The extent to which the internet has given SMEs the opportunity to continue selling products throughout the pandemic is clear – with 30 percent offering a delivery function for the first time and 20 percent offering online sales for the first time in order to continue being able to earn revenue while their shops were shut.
The figures also highlight how the public used the internet to try local small shops and restaurants for the first time during the pandemic – as well as detailing the changing behaviour between online and in person shopping that will remain once the lockdown eases this week.
The new research shows:
Nearly half of the public (48%) ordered food or drinks online from local restaurants during coronavirus lockdowns.
36 percent of the public tried a local shop or food outlet for the first time by ordering online during the pandemic, with three quarters (76 percent) of those people now planning on visiting the outlet physically for the first time once restrictions are eased;
More people now plan on taking a blended approach to their shopping habits from next week, with 29 percent now saying they will shop half online, half in person (up from 23 percent saying the same of their habits before the coronavirus pandemic);
This blended approach from consumers is also expected by SMEs. When asked about their pre-pandemic sales, 17 percent said they had a mixture of online and in-store sales. However, a quarter (25 percent) now expect to have a mixture of online and in-store sales once retail reopens next week.
An IA spokesperson said: “This new research shows how the internet has played a vital role during the lockdowns over the last 12 months.Importantly, it also shows how the internet can help drive the UK recovery forward.
“The way people work, shop, and do business may have changed for good – it is clear that the internet sector can help ensure that those changes boost the UK economy, communities, and wider society.
The new research of SMEs also showed:
61 percent of SMEs surveyed said their business would not have been able to survive without using the internet to sell products during the lockdown;
20 percent set up a social media page for the first time, helping firms expand their reach while physical shops had to be closed;
25 percent allowed staff to work from home for the first time.
Which? is calling on the government and businesses to make the new costs of buying from EU-based retailers clear and increase the public’s awareness of these changes so consumers are not left with unexpected fees or scammed into paying unnecessary charges.
For many consumers, import charges and confusing returns policies have made shopping with EU retailers after Brexit much more difficult than it used to be.
According to a Which? survey of more than 2,000 members of the public, two in five (42%) people who ordered products online between the end of the Brexit transition period on 1 January and 16 February experienced some issues.
While delays were the most common issue cited by those who ordered products online – with one in four people (24%) experiencing delays – the consumer champion’s research revealed that one in ten people (11%) have been asked to pay additional handling or delivery fees.
Which?’s survey showed the average charge was £41, with some people paying up to £300.
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 of these new charges and processes haven’t been communicated clearly and have come as a shock to consumers.
Which? is calling on the government and businesses to make these new costs clear to consumers so they are not left out of pocket.
The government must work to make the processes for how these costs are charged as simple as possible for both businesses and consumers. Businesses must also be upfront about whether the item is being imported from outside the EU and the charges consumers will have to pay if this is the case.
Which? has received multiple queries from consumers on this issue and has regularly published the most up to date information available on the charges consumers can expect when shopping from the EU.
Currently, UK shoppers are charged VAT at 20 per cent, which is applied to most goods. If the total cost of the order is more than £135 or a gift is over £39, VAT is often collected at point of delivery.
Online shoppers who buy items from the EU which originate from further afield – for example, from a seller based in China on an EU platform – and cost more than £135 will also have to pay additional customs duties. This is because the product originates from outside the EU, so the zero-tariff preference between the UK and EU does not apply.
The rules differ for shoppers in Northern Ireland due to its unique position of remaining within the EU’s Single Market, meaning it remains aligned with EU VAT rules for goods.
UK consumers can also be charged additional delivery fees for items from the EU. Each courier has a different policy on what they charge and how they ask you to pay.
Simon Potthast, a musician and producer, ordered a software and hardware package costing £603 from music production company Ableton for work. He then got an email from UPS when the parcel reached the UK port of entry saying there were import fees due for £112.55.
Ableton, who are based in Germany, added a message to the checkout on their website on 16th February 2021 warning that their physical products do not include VAT for UK consumers and that there may be a small paperwork fee on delivery. These fees would also apply to products brought from other companies in the EU.
However, when Simon placed his order on 18th March, he didn’t realise his order was being shipped from Germany or that he would incur additional charges.
He said: “I’ll be more careful now. If I’d known about the charges I would have found a UK distributor for the items so all the charges would have been included when I paid.”
There is also a risk that without clarity around the charges consumers should expect when shopping from the EU, people could be misled or scammed into paying extra costs.
A recent surge in ‘Royal Mail’ scam texts claiming that a parcel is being held due to an unpaid shipping fee shows that fraudsters are taking advantage of consumers’ uncertainty over post-Brexit import charges.
If in any doubt over texts or emails from courier services, consumers should not enter any personal details and should contact the delivery firm directly to confirm if it is genuine. Suspicious texts or emails can be reported to the courier and the National Cyber Security Centre (NCSC).
Some shoppers have also experienced difficulties when returning items to the EU. Which?’s research found an overwhelming nine in ten (87%) people who have returned items between 1 January and 16 February have experienced issues such as delays, unexpected paperwork or extra charges.
To make a return to the EU, consumers now need to complete a customs declaration form and to include the item’s description, weight and value. The customs charge is paid for by the recipient upon delivery.
However, this new process has not been made clear by all retailers, leaving some consumers unsure of how to send items back.
Daniele from Worthing had a frustrating experience with Footlocker EU, based in the Netherlands, after trying to return a pair of trainers that were initially delayed at customs.
UPS told him to fill out a returns form but he couldn’t find one on Footlocker’s website. He found a form on UPS’ website but was still unclear how to fill it out.
Eventually, he received help from UPS, but Daniele was disappointed with Footlocker’s service: “Retailers really need to have something in place to assist us – did I really need to go through all of this just to return something?”
Brexit has affected many aspects of how UK consumers interact with EU merchants. For example, if consumers have an issue with a product bought from an EU-based business – because it’s faulty or the pricing was misleading – they are very unlikely to be able to enforce their consumer rights through the UK courts as was previously the case. They may need to pursue the issue with consumer protection authorities or through the courts in the country where the business is based.
UK authorities will also no longer be able to take part in coordinated enforcement activities against companies who breach the law in multiple markets or have access to the same level of intelligence from the EU.
In Which?’s Beyond the UK-EU Trade and Cooperation Agreement: Priorities for consumers paper, the consumer champion details what the Trade and Cooperation Agreement means for UK consumers in a number of key areas and how the government should prioritise consumer interests.
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.”
