Advertisment
A webpage on the advertisers’ website outlined the costs and delivery time frames for postage (A large envelope weighing up to 250g going to the Netherlands). Four options were listed with varying benefits and delivery time frames. The options were:
€4.50
2-3 working days
World-wide Delivery
Buy at your local post office and online
€11.34
3-5 working days
High Quality Post
Secure Delivery
Track your item online
Signature
Inclusive Insurance up to €150
€15
2 Working Days
Premium Express Post
Fast Delivery
Track your item online
Delivery Confirmation
Courier Service
Courier services are available at
selected post offices through our partner, REDACTED.
Complaint
The complainant considered the advertising to be misleading as they had posted 100 letters to the Netherlands via the first postal option which advertised a delivery timeframe of 2-3 days. They stated that that 20 days later, they had not yet been delivered. The complainant stated that upon contacting An Post, they were advised that the delivery times on the website were only an indication of the postage timeframe and that this was outlined in the terms and conditions on the website. The complainant considered that since these terms and conditions were not mentioned on the webpage, it was misleading.
Response
The advertisers stated that with respect to the general principle; their delivery times for standard post were estimates only and not guaranteed.
They also advised that, all foreign administrations provided a guideline for delivery and that their delivery times reflected international service.
Conclusion
Complaint Upheld.
The Complaints Committee considered the detail of the complaint and the advertisers’ response.
The Committee noted the advertisers’ comments that delivery times were estimates, however they considered that the overall impression created by the advertising was that post would be delivered within the advertised time frame. In the absence of any readily available declaration that the advertised time frame was included as a guide only, the Committee considered the advertisement was likely to mislead and was in breach of Sections 4.1 and 4.4 of the Code.
ACTION REQUIRED:
The advertisement must not reappear in its current form. The Committee recommended that an information be provided to indicate that the time frame provided were estimated delivery times.
