Shipping: be specific about time and cost
State how long you take to prepare an order and how long carriers usually take, shown separately. 'Orders ship in two business days; delivery takes three to seven business days after that' is more honest than 'fast shipping.' List the methods, the areas you ship to and how cost is calculated.
If you offer free shipping above a certain order value, say so near the cart so customers can see how close they are.
Check your shipping prices against real parcels before publishing. Weigh a few typical orders and compare what the carrier charges with what you collect, so a flat rate does not quietly lose money.
Be honest about delays
Carriers have bad weeks and holidays are busy. Add a sentence on cut-off dates before major holidays and what happens when a package is delayed. Say who customers should contact and what you can do, such as tracing a parcel.
Send tracking numbers by email as soon as an order ships, and make sure the policy matches your real practice.
Returns: set the window and the conditions
Give a number of days, the condition items must be in, and whether you require the original packaging. Say who pays return postage and how a refund is issued, to the original payment method or as store credit. Be clear about when the refund arrives after you receive the item.
Consumer protection laws may give buyers rights that your policy cannot remove, and rules differ by place and product. Check your local requirements.
Keep the wording of the policy consistent with what you tell customers by phone. Staff who improvise exceptions can create expectations you then have to honor for everyone.
Exclusions and special cases
List items you cannot take back, such as custom orders, perishable goods, hygiene products or final-sale items, and mark them on the product page, not only in the policy. Explain how you handle damaged or wrong items: ask for a photo within a set time, then replace or refund.
Address international orders, including duties and taxes that the customer may owe on arrival.
Where to show the policies
Link them in the footer, on product pages, in the cart and at checkout, and repeat the main points in the order confirmation email. A short summary with a link to the full text works well. Use plain headings and short sentences.
A checkbox that confirms agreement is useful for terms of sale, but do not rely on legalese to defend an unfair practice.
Make the process easy and review it
Provide a simple return form or an email address, and respond quickly. Track why items come back. Frequent returns for size or color often mean the product page needs better photos or measurements. Review the policy once a year against your costs and customer complaints, and update the date at the top whenever you change anything.
Honor the policy that was in force when the customer bought, even if you change it later.
Common questions
Should I offer free returns?
It can increase sales but raises costs. Model the effect on margin, and consider free exchanges or free returns above a certain order size.
Do I need a lawyer for these policies?
A review is wise if you sell regulated goods or ship across borders. For simple shops, clear and fair wording goes a long way.
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