Showing delivery expectations before the buying decision

Before shoppers commit to buying, show where an item can be delivered, its likely delivery cost and when it may arrive. Give the most precise answer the retailer can support, including conditions that could change it. Never present an estimate as a guaranteed arrival date.

Put delivery information near the decision

On the product page, show delivery options and charges near the price or buying action. Where an estimate depends on postcode, let shoppers enter one before checkout if the store can support that calculation.

If a charge cannot yet be calculated, explain what information is needed and show the total before the order is placed. Disclose applicable fee types upfront.

The ACCC can require businesses to substantiate claims about their products or services. For delivery details, show what current information supports and make any conditions clear.

Base the estimate on real conditions

Check stock location, order preparation time, delivery service, destination and cut-off times. Distinguish dispatch from arrival. If an item is made to order, bulky or restricted to certain destinations, show that condition with the relevant estimate rather than relying on a general delivery page.

Use an arrival date only when the inputs support it. Otherwise, give a qualified range or explain when a destination-specific estimate will become available. Review the wording when stock, service areas or peak-period conditions change.

Keep the message consistent

Compare delivery claims in the social post, product page, cart and checkout. A post promising arrival this week can mislead if the page shows a longer window for the shopper's postcode.

Correct the earliest inaccurate message as well as the checkout wording. Recheck active offers when delivery conditions change.