Delivery information page: what to include

Key takeaways

A delivery information page should state costs, delivery times, areas covered, order cut-off times, carriers, how tracking works and what happens if an order is late or damaged. Show the cost before checkout: extra costs revealed late are a leading cause of abandoned baskets, and UK law requires delivery charges to be made clear before the order.

• Show delivery costs before checkout, not at the last step.
• Goods must arrive within 30 days unless you agree another date.
• State cut-off times, areas and any exclusions, such as Highlands.
• Explain what happens if an order is late, lost or damaged.

What should a delivery information page include?

A delivery page should include costs for each option, typical delivery times, areas covered and excluded, order cut-off times, carriers, tracking, and what happens if an order is late, lost or damaged. Global Bridge Labs (GBL) treats delivery as item 22 of the 30-item inventory for anyone shipping goods.

• What information should every business website have?
• What a UK e-commerce website needs to sell

Why show delivery costs early?

Delivery costs revealed late drive abandonment. Baymard Institute's research found about 40% of shoppers who abandon cite extra costs such as delivery and fees. The Consumer Contracts Regulations 2013 also require delivery charges to be made clear before the consumer is bound. Show costs on product pages and the basket.

• Prices with or without VAT: what your website shows

How quickly must goods be delivered?

Under the Consumer Rights Act 2015, goods must be delivered without undue delay and within 30 days unless you agree another period with the customer. If you miss an essential deadline, the customer may be able to cancel. State realistic times, and update them during peaks such as Christmas.

• Holiday and seasonal opening hours on your website

Which areas and exclusions should you list?

List where you deliver and any surcharges or exclusions, such as the Scottish Highlands, islands, Northern Ireland or overseas. Say this on the delivery page and before checkout. Buyers in excluded areas should find out before they fill a basket, not after.

• Contact details that work for overseas customers

What about service businesses with deliveries?

Businesses that deliver as part of a service, such as furniture, building materials or catering, should explain access needs, unloading, time slots and whether someone must be in. These details prevent failed deliveries, which cost both sides time and money.

• A 'what to expect' page that calms buyer nerves

When is a separate delivery page unnecessary?

A separate page is unnecessary if you offer one simple option, such as free standard delivery in 2 to 3 working days to the UK mainland. Then a line on product pages and in the basket is enough. Add a page once you have several options, areas or surcharges.

What does this look like in practice?

A pattern we see: an online shop reveals its delivery charge only after the customer enters their address, and basket abandonment spikes at that step. Showing the charge, or a free delivery threshold, on product pages and the basket usually reduces the drop-off.

• See client work
• Website Design & Development for UK businesses

Delivery information checklist

• Show costs on product pages and the basket.
• Give realistic delivery times.
• State cut-off times.
• List areas, surcharges and exclusions.
• Explain tracking and failed deliveries.
• Say what happens if goods arrive damaged.

• A returns policy page that meets UK law
• Publish a complaints procedure on your website

Next step

Place a test order on your own site and note the first moment you see the delivery cost. If it is after the basket, move it earlier.