Monday, 20 July 2026
Disabled shoppers speak out: The truth about online returns and deliveries - Which?
Nearly 16 million people in the UK live with a disability, that’s almost a quarter of the population. For many, online shopping isn't just a matter of convenience; it's an essential lifeline. However, our latest investigation reveals that major online retailers are leaving disabled shoppers behind with inaccessible return processes, unfair postage charges and ignored delivery instructions. In this episode, Erica McKoy chats with Which? Consumer Rights Editor Lauren Deitz and Research Institute for Disabled Consumers (RiDC) lead researcher Charlotte Aspland break down our mystery shopping investigation into six top UK retailers: ASOS, Next, JD Sports, Zara, Sports Direct, and H&M. We also speak with mystery shoppers Hazel and Andrew, who share their first-hand experiences navigating physical barriers and strict return policies. Learn about your legal rights under the Equality Act, what "Reasonable Adjustments" retailers are required to make and what steps major brands and delivery services must take to create an equal playing field. 00:00 - Introduction: The online shopping accessibility gap 00:31 - Which? Investigation: Testing 6 major UK online retailers 00:53 - How the RiDC mystery shopping study was conducted 01:34 - What is disability? The social model explained 02:07 - Hazel’s Story: Inaccessible returns and losing independence 03:29 - The High Street barrier: Why online shopping is essential 03:45 - Andrew’s Story: Return postage costs and delivery challenges 05:09 - What disabled shoppers want: Transparency & clear expectations 05:49 - The Purple Pound: The £446B market businesses are missing 06:21 - The Findings: Unfollowed instructions and return headaches 06:54 - Consumer Rights: Equality Act & Reasonable Adjustments 07:43 - Final Thoughts: Demanding equal access for disabled shoppers 08:15 - Retailer Responses: Evri, JD Sports, Royal Mail, and Zara Subscribe to make sure you never miss out on our reviews and advice: http://bit.ly/JoinWhichOnYouTube Looking for the latest product reviews and advice? You're in the right place. Which? has been championing the cause for consumers since 1957, asking probing questions of businesses and manufacturers, and pursuing the answers that put you in the driving seat. Reviews You Can Trust Which? has more than 1.3m members and supporters, making us the largest independent consumer body in the UK. Our commitment to providing unbiased advice to consumers is at the heart of everything we do. So from choosing a TV, mobile phone, new car, or holiday, to managing your personal financial needs, we’re always on your side. Completely Independent The unique thing about Which? is that we are completely independent. This means we work entirely on behalf of you – so you can rest assured that you're getting the very best advice available. Which? works for you reviewing products and services, so that you make the best purchase decisions for your needs. While all our public-facing work takes place under the Which? brand, technically it's carried out by a number of different legal entities. See the About Us page for more detail https://ift.tt/hGc5IS9 For more expert advice visit: https://www.which.co.uk Follow us on Twitter: https://twitter.com/whichuk Join the discussion on Facebook: https://ift.tt/I0YEUTd
Sunday, 19 July 2026
The viral kid's toy product recall - Which?
These squishy dumpling toys might look cute, but they could pose a serious safety risk Some imitation versions have failed UK toy safety checks, with concerns including hazardous chemicals, strong chemical smells and water beads inside some products A recalled Squeezy Dumpling toy was found to contain excess benzene, which can cause irritation to the eyes, nose and throat If you’re buying one, check for clear safety instructions, a CE or UKCA mark, and the name and address of a UK-based responsible person
Saturday, 18 July 2026
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