The Polish competition authority, UOKiK, has taken action against Empik.com, an online store, following numerous consumer complaints regarding order cancellations and delays. Customers reported that their orders were either canceled or delayed beyond the promised delivery times, which raised concerns about potential violations of consumer rights.

UOKiK's President, Tomasz Chróstny, emphasized that consumers rely on accurate information provided by businesses when shopping online. He stated that consumers have the right to expect that products available for purchase are indeed in stock and that delivery times are truthful commitments. The authority's investigation revealed that cancellations often occurred after sales agreements were made, with claims of stock shortages despite products still being listed on the platform.

Additionally, the authority scrutinized how Empik presented shipping information, particularly misleading phrases like 'shipping within 24 hours,' which suggested immediate dispatch when it actually referred to the next business day after order acceptance. UOKiK has urged Empik to clarify its communication regarding sales agreements and delivery timelines.

As a result of the investigation, UOKiK and Empik have reached agreements to enhance consumer protection. Empik has committed to improving how it displays shipping information and has implemented changes to reduce the risk of order cancellations and delays. The company will also provide compensation to eligible consumers affected by these issues.

Customers who placed orders on Empik.com between 2022 and 2024 that were canceled after acceptance will have three compensation options: a cash refund of 30 PLN, a 40 PLN discount code for future purchases, or three selected digital products. For orders delivered late, consumers can choose between a 10 PLN cash refund, a 15 PLN discount code, or two digital products. Those whose orders were shipped late but delivered on time can select a digital product from a specified pool.

Empik has begun notifying eligible consumers via email or SMS about the compensation options, and consumers are encouraged to check their spam folders for these messages. Once consumers receive the notification, they can fill out a form to select their compensation method, after which Empik has 21 days to process cash refunds and 14 days for delivering discount codes or digital products.