e-Commerce rules in the EU

The EU’s wants to make e-commerce is safe, sustainable and competitive. The EU has made it easier and safer for European consumers to shop online no matter where they are in the EU, with rules such as

• the revised Payment Services Directive
• rules on cross-border parcel delivery services
• rules to stop unjustified geo-blocking
• revised consumer protection rules
• the Digital Services Act package
• rules to facilitate access to audiovisual services

e-Commerce Communication

The Commission published an e-Commerce Communication in February 2025. This Communication outlines the tools the EU has at its disposal to tackle the surge in low-value imports to the EU market. These imports not only pose a risk to the health and safety of consumers, but also raise challenges for the environment, and create an unfair playing field for businesses. By using current tools and updating others, the Commission hopes to coordinate a holistic approach to e-commerce imports, with checks and guarantees at each stage of the value chain. 

Making cross-border parcel deliveries cheaper

Cross-border parcel delivery prices are on average 3 to 5 times higher than domestic delivery prices for all products. Around 62 % of companies that wish to sell online identify high delivery costs as a problem. This is an obstacle for the development of cross border e-commerce.

EU rules on online cross-border parcel delivery services make it easier to find the cheapest way of sending a parcel from one Member State to another. There is no cap on delivery prices, but businesses now have to disclose their prices clearly, so the consumer can easily compare options. Consumers are able to consult parcel delivery prices on this webpage.

National authorities will collect information every year from parcel delivery companies. Where parcel delivery is subject to a universal service obligation, national regulatory authorities will be required to assess where tariffs are unreasonably high.

Rules to end unjustified geoblocking in the EU

Geo-blocking prevents us buying from a website based in another EU Member State. This creates barriers for consumers in cross-border shopping.

What is the Commission doing about it?

The Commission announced EU-wide rules to end online discrimination on the basis of nationality or place of residence. It also introduced rules to ensure we no longer face unjustified barriers such as being re-routed back to country-specific websites, or having to pay with debit or credit cards from a certain country.

These rules will help ensure that online sellers treat all EU consumers equally regardless of where they choose to shop.

Find out more about geo-blocking by reading through the Q&A, available in the following languages: 

BG, CS, DA, DE, EL, EN, ES, ET, FI, FR, HR, HU, IT, LT, LV, MT, NL, PL, PT, RO, SK, SL, SV

Protecting your rights as an online consumer

EU-wide rules make it easier for Member States to protect consumers online. These rules enable the removal of sites or social media accounts where scams have been identified. They also make it possible to request information from internet service providers or banks, in order to trace the identity of rogue online traders.

When shopping online within the EU, consumers have several rights:

• Right to Information: Online sellers must provide clear information about the product or service, including its price, shipping costs, and delivery time.
• Right to Cancel: online shoppers have the right to cancel online purchases within 14 days of receiving the goods, for any reason, and get a full refund.
• Transparency: Online marketplaces must indicate whether a seller is a trader or a private individual, as consumer protection laws apply only when buying from traders.

The Commission introduced rules for digital contracts to create clearer rights for consumers when accessing digital content and digital services. For example, if the digital content users receive is not as agreed or as they reasonably expected, they have specific contractual rights. These rights also apply when the consumer has provided personal data to the trader without paying a price.

More information on consumer rights is available in all EU languages.

The Digital Services Act Package

The Digital Services Act (DSA) and Digital Markets Act, create a safer and fairer digital space for all users and ensure a level playing field for businesses.

The DSA has 3 specific goals:

1. to protect consumers and their fundamental rights online more effectively;
2. to establish a powerful transparency and accountability framework for online platforms;
3. to foster innovation, growth and competitiveness within the single market.

While the e-Commerce Directive remains the cornerstone of digital regulation, much has changed since its adoption 20 years ago. The DSA addresses these changes and the challenges that have come with them, specifically in relation to online intermediaries.

In particular, for e-commerce this means online marketplaces have to take actions against unlawful products sold on their service, including performing random checks. Online marketplaces must also put in place user-friendly complaint mechanisms, cooperate with trusted flaggers, follow rules on advertising and transparency, and comply with a ban on dark patterns. They also have a ‘know your business customer’ obligation and should ensure ‘compliance by design’ to enable traders to communicate properly and effectively with consumers.

Besides, under the Digital Markets Act, platforms designated as ‘gatekeepers’ must comply with a series of ‘dos and don’ts’ for their market behaviour. 

Facilitating access to audiovisual services

Europeans are able to use their online subscriptions to films, sports events, e-books, video games or music when travelling in the EU. The Commission is working to create a modern framework for copyright in the EU which will allow more cross-border access to content online by making licensing for online transmissions simpler. 

Find out more about the audiovisual and media services rules in the EU.