While we always do our best to make every part of your ordering experience simple and cost-effective there are some things out of our control such as Customs Fees and Duties.
Since Brexit took hold and the UK left the EU unfortunately this means a lot of our international customers now have to pay import/ Customs Fees on the orders sent to them from the UK.
While this is something completely out of our control we have some tips to make the whole situation a little bit easier to handle so read ahead and make sure to follow these tips for the best service we can provide with minimal issues.
1) Check the import rates for your country and make sure they are correct for the price of your order so that customs does not get confused by incorrect transaction amounts and has your order shipped back to us.
2) Make sure all contact and address details are correct including phone number and area code so that customs can reach out to you when your order has reached your country and the Fees need to be paid
3) Choose the correct service for your delivery and know the rough timeframe your delivery will take so that you know when to expect contact from customs regarding your order. Bear in mind that Royal Mail International will always be the slowest of these services and while it may be the cheapest of the options at times they have a weight limit of 2 kg and can take over 30 working days to reach their destination.
4) If you are at all worried about your order please reach out to our Support team at [email protected] and they will do everything they can to get you the information you require regarding your order.
We know how inconvenient this all is and we want to make sure each and every customer has the 5* experience that they deserve when ordering from us. This extends way beyond the point when your order has left us. We are always happy to help so please don't hesitate to ask any questions you may have.
Keep an eye on your emails and telephone around when you expect your order to have arrived so that customs can get in touch