Shoppers across the Highlands and Islands are reporting excessive delivery charges, with one resident in Brora facing a £32 bill for an item originally advertised with standard UK delivery costing just £6.99.

The experiences have been shared with Highlands and Islands MSP Maree Todd following her appeal for evidence of unfair charges, delivery restrictions and difficulties ordering goods online.

Residents from Applecross, Stronsay and Brora described a familiar frustration, with delivery costs increasing dramatically at checkout or retailers refusing to send goods to their addresses altogether.

For many Highland households, the problem is not simply the additional expense but the uncertainty of discovering whether a retailer will deliver after spending time selecting and ordering goods.

An Applecross resident described the difficulty of finding suppliers willing to offer the same delivery terms available elsewhere in Scotland.

“I frequently go through the process of finding a supplier but I then get to the check out to be hit by a surcharge.

“Sometimes you cannot get the price online, you have to contact the company so they can work out the delivery fee.

“Many offer free delivery to the Scottish central belt but charge us.

“On £50 packaging we will have a £25 charge, on £350 the charge goes up to £50 but remains free for Glasgow etc.”

On Stronsay in Orkney, the difficulties extend beyond expensive delivery charges to retailers excluding island addresses entirely.

“There are UK retailers that do not even send items to the isles.

“Not small ones, not big ones. None.

“We are classed as “offshore locations”.

“Some exclude us no matter what.

“Others quote eyewatering prices for shipping.

“With couriers that claim delivery at handover to subcontractors… hence eyewatering prices for a dismal service”

The Brora resident described how an order was initially accepted before the retailer subsequently withdrew the advertised delivery arrangement.

“The order was initially accepted and payment taken from my account, so I went ahead and ordered fittings for the water butt which had quickly been dispatched before I received a message that the seller did not deliver to my area for the £6.99 p&p quoted and my money would be reimbursed automatically. (Delivery rearranged for £32.)”

The complaints reflect concerns identified by Consumer Scotland, whose research has highlighted delivery surcharges, restrictions and poorer service for consumers living in remote and island communities.

While some deliveries involve genuine additional transport costs, the accounts demonstrate the difficulties customers face when charges are not made clear before an order is placed.

Maree Todd, who has already written to UK ministers seeking action, believes existing consumer protections are insufficient.

She said:

“The experiences shared with me are deeply frustrating and, unfortunately, all too familiar for people living in the Highlands & Islands.

“Whether it is excessive delivery charges, arbitrary postcode restrictions or retailers refusing to deliver altogether, people in our communities are being treated unfairly.

“These accounts demonstrate why action is needed.

“Retailers and couriers must be held to account where charges are excessive or unjustified.

“Existing market protections clearly do not go far enough, the UK Government must take meaningful steps to deliver a fairer system for consumers.

“I have already written to UK ministers, who have the powers to intervene, and I will continue to press for action to ensure people in the Highlands & Islands are no longer disadvantaged simply because of their postcode.”

The latest accounts add to growing pressure for clearer delivery pricing and fairer treatment of customers whose postcodes can determine whether they receive an advertised service at all.