EMOTA European Trustmark Merchant Charter

The EMOTA European Trustmark Merchant Charter ("the Merchants Charter") adopted by the EMOTA members and approved by the Board of Directors of EMOTA establishes the following:

"As an online shopper with an EMOTA‐accredited merchant, you have the right to:

  • Clear, comprehensive and accurate product description and merchant information before you place your order
  • Convenient, reliable, safe and legally compliant service
  • Notification of all costs and any limitations / conditions prior to checkout
  • Charges that are complete and simple to understand – including any tax and delivery and surcharges
  • Access information on your order progress / history
  • Delivery as specified at the time of order
  • Your purchases arriving in good condition
  • Helpful support with damaged / failed / late / attempted deliveries
  • A clear returns process, with any limitations/conditions notified at the beginning of the ordering process
  • Your personal data and rights being properly protected and managed."