A shopper in the Scottish Highlands who has chosen a pram may reach the checkout and find an extra delivery charge that was not in the advertised “free UK delivery”. This is offered as an illustration, not a real case. Three sources speak to it: the Business Companion guide to delivery charges, written for traders by Trading Standards (reviewed April 2025 and covering England, Scotland and Wales), a Highland Council trading standards page (last modified 28 January 2026) and a Consumer Scotland report published on 18 December 2023. None of them mentions prams, so what follows is what they say about delivery charges in general. It is general information, not legal advice.
Can “free UK delivery” leave out the Highlands?
Business Companion says traders must not mislead consumers about the locations to which goods can be delivered, either for a certain price, including “free” delivery, or at all. If delivery is advertised to “the UK”, it says, a consumer is entitled to assume that means the whole of the UK, and unless the trader clearly says otherwise, that it includes the whole of Scotland, Northern Ireland and islands that are not part of mainland Great Britain.
The Highland Council page goes further in its wording. It says some online retailers advertise “free UK delivery” but apply hidden surcharges to Highlands and Islands addresses, and that this may be illegal under consumer protection law. It lists what retailers must do: state delivery costs clearly before purchase, avoid false claims such as “free UK delivery” where surcharges apply, and treat all UK addresses fairly unless there is a legitimate reason for extra charges. Whether a particular advertisement breaks the law is a question for Trading Standards or a court, and Business Companion notes that only the courts can give an authoritative interpretation.
Which place names mean what?
Business Companion sets out what common labels cover:
- UK: the whole of England, Scotland, Wales and Northern Ireland, including the mainland, all islands and the Scottish Highlands.
- Great Britain: England, Scotland and Wales, including the mainland, all islands and the Scottish Highlands.
- Mainland GB: the entire landmass of Great Britain and land connected by road or rail, such as Skye and Anglesey, but not islands accessible only by water or air transport. It adds that “Mainland UK” should not be used unless Northern Ireland is included.
- Highlands and Islands: no single definition exists, so a trader must state clearly which areas are included or excluded, by postcode for example.
When must the surcharge be shown?
Where a delivery charge applies, Business Companion says the trader must say so and state the amount. Consumers must be able to see full pricing information, including delivery charges, without taking any steps toward making a purchase, such as adding items to a basket, providing personal details or creating an account. If they have to take such steps, the guide says the pricing would be considered misleading under Part 4, Chapter 1 of the Digital Markets, Competition and Consumers Act 2024. It adds that asking for limited information, such as the country of delivery or the first part of a postcode, is acceptable if it helps to give relevant information.
Where most or all consumers will have to pay a delivery charge, the guide says the price of the goods is the price including delivery.
What if the order is cancelled or the goods are faulty?
For distance sales, Business Companion describes a 14-day cooling-off period running from delivery. When a consumer cancels in that period, the trader must refund the price paid plus the standard outward delivery charges. If the consumer had to pay a higher delivery charge than the trader’s least expensive method solely because of the delivery location, the whole of that delivery charge must be refunded. Where a consumer can reject goods because they are faulty or misdescribed, the guide says they are entitled to a full refund of all delivery charges, and to have the goods collected free of charge or to be reimbursed for the reasonable costs of returning them.
On return costs after a change of mind, the consumer pays unless the trader agreed to, and that depends on the trader having given the information before the contract was made. For bulky goods the guide says there may be no reasonable alternative to the trader arranging collection.
How common are surcharges in Scotland?
Consumer Scotland commissioned YouGov to survey 2,007 adults in Scotland between 20 February and 14 March 2023. The report says nearly one fifth (18%) of adults in Scotland experience surcharges, with those in the Highlands (72%) disproportionately more likely to have experienced additional charges for parcels. Of those who had experienced surcharging, 91% said it puts them off buying things that need to be delivered, and 79% said they sometimes or never pay the surcharge. Separately, 58% of consumers in the survey agreed that parcel delivery across Scotland should cost the same regardless of location. These are survey results from 2023 and describe Scotland only.
The bottom line
Business Companion says a delivery charge, and its amount, must be clear before purchase, that a consumer who sees delivery advertised to “the UK” is entitled to assume it means the whole of the UK unless clearly told otherwise, and that traders must not mislead about delivery locations, including for “free” delivery. The Highland Council page says hidden Highlands and Islands surcharges behind “free UK delivery” may be illegal. On a cancelled order, a surcharge charged solely because of the delivery location must be refunded in full, according to Business Companion. Consumer Scotland’s 2023 survey found 72% of those in the Highlands had experienced parcel surcharges.
Sources
- Delivery charges, Business Companion (Trading Standards guidance for England, Scotland and Wales), last reviewed or updated April 2025, read 12 November 2026 (businesscompanion.info)
- Report unfair delivery charges, Buying and selling goods online, Highland Council, page last modified 28 January 2026, read 12 November 2026 (highland.gov.uk)
- The parcels market in Scotland, Consumer Scotland, first published 18 December 2023, read 12 November 2026 (consumer.scot)