• If a trader fails to meet the declared shipping or delivery date, they may be violating consumer rights.
• Empik.com customers reported irregularities during their purchases.
• As a result of the intervention of the President of UOKiK, the company will compensate consumers.

Empik.com is an online store offering a wide range of products, including digital items, and also serves as an e-commerce platform where external sellers present their offers. UOKiK received reports of irregularities in the fulfilment of orders – consumers were informed that their orders had been cancelled or were delayed compared to the declarations on the platform and in email communications. In a preliminary investigation, the President of UOKiK examined how Empik presented information about products on its website, including availability and shipping dates, and reviewed order fulfilment times.

– When shopping online, consumers rely on the information provided by businesses. They have the right to assume that the products they add to their virtual basket and order are actually available, and that the information about shipping and delivery times is accurate. This is not just a vague declaration by the seller, but a specific contractual obligation. There should be no situations in which an order is cancelled or the goods do not arrive on time. If this happens frequently, it may indicate that consumers are being misled – says Tomasz Chróstny, President of UOKiK.

You bought it = you will receive it on time?

According to the analysis conducted by UOKiK, orders placed on empik.com were sometimes cancelled even after the conclusion of the sales contract. The reason given was, for example, that the product was out of stock, although customers reported that the product was still available on the platform — sometimes at a higher price.

The President of UOKiK also drew attention to the way information about the shipment date was presented on the website, including phrases such as “shipped within 24 hours”, which suggested that the product would be dispatched within 24 hours of placing the order. However, this deadline only applied to the next business day after the seller had accepted the order for processing. Therefore, the President of UOKiK also examined how the company provides information about the conclusion of the sales contract, and about the shipment and delivery of products, and requested that the company explain and amend practices that raised concerns.

Compensation for Empik customers

During the investigation, UOKiK worked with the company to develop solutions that enhance consumer protection. The company proposed changes to the way information about the shipping date on the product page and the time of conclusion of the contract is presented, so that this information is clear before an order is placed. These changes apply to both Empik’s own sales model and its marketplace model. The company also introduced measures to reduce the risk of order cancellations and delays in shipping and delivery. Some of these changes have already been implemented, which has reduced the number of cancelled and delayed orders. As a result of the intervention by the President of UOKiK, Empik will also grant compensation to eligible consumers. The compensation applies to orders placed as part of Empik’s own sales.

Empik customers who made purchases on the empik.com website between 2022 and 2024 and whose orders were cancelled after being accepted for processing will be offered three compensation options to choose from: a PLN 30 cash refund, a PLN 40 discount code for purchases at Empik, or three freely selected digital products from a specific pool.

Consumers whose orders were delivered late between 2022 and 2023 will be entitled to a PLN 10 cash refund, a PLN 15 discount code, or two digital products from the same pool.

The third group consists of people whose orders in 2022–2023 were shipped later than stated on the product page but were nevertheless delivered on time; they will be able to choose a digital product from the same pool.

Empik has informed eligible consumers about the compensation by email or text message. It is worth checking whether the message has ended up in your SPAM or Offers folder. Information about the compensation is also displayed on the empik.com website and in the mobile application.

Only after receiving correspondence from the company can consumers complete the form sent by the trader, which contains information about the contact details used when placing the order and allows them to choose the form of compensation. Once these steps have been completed, Empik will have 21 days to refund the money to the account and 14 days to deliver discount codes or digital products.