Why is my receiver being asked to pay Duty & Tax?
We understand unexpected charges can be frustrating, but all international shipments are subject to customs inspection and possible import fees.
These are not delivery charges and are set by the destination country’s customs authority.
Why this happens
When you book your shipment, the customs invoice you complete explains what you’re sending and why
Customs use this information to decide whether duties or taxes apply, and how much should be paid
The courier cannot deliver the parcel until these charges have been settled
What you or your recipient can do
If your receiver believes the amount is too high, they can contact the delivering carrier to begin a customs charge dispute.
If your receiver cannot complete clearance, you have three options:
Request the shipment’s return (return shipping fees apply)
Ask us to settle the charges on your behalf — we’ll invoice you for the duties and taxes plus a £25 + VAT admin fee
Abandon the shipment, though this is not recommended, as customs may destroy it
For a breakdown of how customs fees are calculated, see How much will the duty and tax for my shipment be?.