Consumer questions rarely come my way, but my friends constantly talk about their latest "finds" online. So I asked consumer expert Cynthia Bercowetz to write to me about the "ins" and "outs" of Internet shopping. Here's what she had to say.

Dear Cynthia:

I would like to do all my Christmas shopping on the Internet. Over the last year, I have had a few bad experiences but many good ones. Other than sticking with name brands, how can I be a smart shopper on the Internet? -- Puzzled

Dear Puzzled,

The Federal Trade Commission has guidelines for those who would like to do their Christmas and Chanukah shopping on the Internet. Certainly it beats weather problems and tangling with parking in overcrowded shopping malls.

Here are the rules from the Federal Trade Commission (FTC) and from me, your consumer expert on the Internet.

• Shop with companies you know. If you would like to try a new merchant, ask for a catalog or brochure to get an idea of the merchandise and services. Ask for the company's refund and return policies BEFORE you place an order.

• Never-never give out your Internet password.

• Be original when creating your password. Consider using a combination of numbers, letters, and symbols and then use a phrase to remember it. For example, if you choose the password UR2G$48* you can remember it with the phrase "You are to give money for eight stars."

• Avoid using established numbers for your password, such as your house number, birthdate or a portion of your telephone or Social Security numbers.

• Be cautious. If you are asked to supply personal information, such as your Social Security number to conduct a transaction, don't. It is rarely necessary and should raise a red flag. The Internet provides a valuable information service for consumers. But some con artists who have used telemarketing infomercials, newspapers, magazines and the mail to attract consumers are turning to the Internet and online services to promote their scams.

• Pay close attention to the information you are entering when you place an order. For example: an additional keystroke could get you 10 shirts when you wanted only ONE. Has that happened to you? Check to make sure the shipping charge is acceptable to you and all charges are calculated correctly. Make a note of the company's shipping time. If you need the merchandise earlier, let the company know.

The same laws that protect you when you shop by phone apply when you shop in cyberspace. Under the law, a company should ship your order within the time stated in its ads. If no time is promised, the company should ship your order within 30 days after receiving it, or give you an "option notice." This notice gives you the choice of agreeing to the delay or canceling your order and receiving a prompt refund. In my more than 35 years as a consumer columnist, I've learned that some companies do not abide by the law. Some companies lose the order or ship merchandise that is of low quality.

If you decide to pay by credit or charge card, your transaction will be protected by the Fair Credit Billing Act. Some cards may provide additional warranty or purchase protection benefits. If you are not comfortable entering your credit or charge card account number, call it into the company's 800 number or fax it.

The FTC says that if you find a billing error on your monthly credit or charge card statement, you may dispute the charge and withhold payment in that amount while the error is in dispute. The error might be a charge for the wrong amount, or for something that wasn't delivered as agreed.

You can access the FTC Consumer Line at http://www.ftc.gov

The Consumer Information Center publishes the Consumer Information Catalog, which lists more than 200 publications from a variety of federal agencies. You can access it at http://www.pueblo.gsa.gov.

You also can contact CIC for a free catalog at Consumer Information Catalog, Pueblo,CO. 81009. Phone: 719-948-4000.

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Dear Cynthia:

What are my rights when it comes to Connecticut's Refund and Exchange Law? What if I bring my item back to the store, but the seller insists it is not his responsibility? -- Gloria

Dear Gloria:

Consumers do not like to hear two little words: "No Refund". In Connecticut, retailers can set any refund or exchange policy they choose, provided they post a notice in a conspicuous place, telling their customers what their policy is.

If there is no posted notice, the customer may, within seven calendar days, take a new, unused item back to the store with proof of purchase and get a cash refund on a cash sale or a credit to his account on a credit sale.

Here are the exceptions: Food, perishable items, live plants, custom-ordered or custom-made items, merchandise sold "as is" or "final sale," items with no proof of purchase, used items and items which, by law, cannot be resold.

Many holiday gifts are purchased well before a holiday, so it may be past seven days when you decide to return an item. In this case, the state Department of Consumer Protection says, the store is under no obligation to refund your money or exchange an item, although some stores have an extended refund policy during the holiday season. When you purchase an item for a holiday gift, you may want to ask the clerk to make such a notation on the receipt.

If you have other questions and cannot resolve a complaint, contact the Trade Practices Division, Department of Consumer Protection at 860-713-6125 or toll free at 1-800-842-2649.

Cynthia Bercowetz is a freelance writer who has been publishing regular newspaper columns for consumers since June of 1963 in The Hartford Times, The Journal Inquirer (Manchester) and, most recently, "Consumer's Eye" in the Manchester Town Extra of the Hartford Courant. Her column has received many awards, including a national award from the Major Appliance Consumer Action Panel for dissemination of consumer education to the public. In 1993 she was named "Woman of the Year" by the Greater Hartford Professional and Business Women's Club. She has also received awards from the CT Better Business Bureau. Cynthia's columns have helped thousands of consumers solve their problems.