Disagree with the customs clearance costs? You can file an objection. In this case, you must first pay the customs clearance costs and accept the package. Also, make sure to keep the packaging in good condition. If there is a customs form on the package, keep that as well, or take a photo of it.
If the customs clearance costs are calculated based on the wrong value and you can prove it, you are allowed to file an objection. This can be done within 6 weeks of receiving your package. If you are claiming back customs clearance costs for a return shipment, you have up to 6 weeks after sending it to file an objection.
EU import duties are € 3 per product category. However, it is important to know that when we submit the customs declaration for your parcel, we must count the rules (lines) provided by the sender as product categories. This means that if you order three pairs of trousers, you may have to pay € 9 import duties. In that case, the sender has listed each pair of trousers separately on the customs form (CN22 or CN23).
For gifts with a value up to € 45,- no VAT is applicable. This applies only if the package is from a private sender. In this context, 'gift' refers to items received as a gift from someone abroad. If you purchase something from abroad to give as a gift to someone else, it is not considered a gift.
If you have returned the package, you can request a refund of the customs clearance costs, but only if the package has been returned to the country of origin (outside the EU).
Customs clearance costs may seem relatively high for low-value items. However, this is not a valid reason to file an objection.
The VAT exemption up to € 45,- only applies to gifts from private senders.
Requesting a refund of customs clearance costs is only possible if you have returned the package to the country of origin (outside the EU).
If you have paid VAT during your purchase, you can request a VAT refund for purchases up to € 150,- from the webshop or sender. If you have already paid VAT, the sender must inform us that you no longer need to pay VAT. This doesn't always go smoothly, and sometimes you may be required to pay customs clearance costs even after paying VAT. If the value of your purchase exceeds € 150,-, you may still need to pay customs duties and handling fees.
That's unfortunate. In this case, you can request a refund using our form.
You can choose not to accept the package and return it to the sender. You can easily arrange this through the track & trace page on our website.