We’ve all been there – scrolling through our Facebook feed and seeing an ad for a too-good-to-be-true deal on designer shoes or a new piece of jewellery. It’s tempting to click the link and purchase the item, especially when shipping is free.
But before you hit “add to cart,” there are a few things you should keep in mind to stay safe – especially if the retailer is based outside of the UK.
In this article, we will share tips on ordering items safely from international retailers. We will also show you how to get a refund of import charges on items you return abroad in three to six weeks.
11 tips on ordering items safely from abroad
When you order something from abroad, it can be a bit nerve-wracking. Will the item arrive safely? Will it be exactly what you wanted? How much will I have to pay for shipping? How much will customs duty be? Is it safe?
Here are a few tips to help make the process go smoothly:
- Always check the vendor
There are numerous horror stories of online shoppers getting scammed – and fake shops from abroad top the list.
One way to avoid online scams is to check the vendor thoroughly.
Do an in-depth Google search and check if the retailer’s products are quality. You should also check how they handle any issues that may arise. Make sure the address of the business checks out, and you know exactly what country you’re buying from.
- Learn how to spot fake reviews
Online retailers offer to send free products for 5-star reviews. Some even generate these reviews themselves. So, learning how to spot these bought and paid-for fake reviews is essential.
Here are a few tips:
- Always look at a selection of positive, negative and neutral reviews.
- Check what the bad reviews are about: damaged goods, falling apart over a short period, people not receiving what they ordered…
- Look for verified purchases.
- Watch out for biased reviews because many people will leave positive comments even though they have never seen or used the product they purchased. They will often say that they will change their reply once they have tried out the products, but never do.
- Use an online tool to check for scams and fake reviews, such as Fakespot.
- Check whether the item is authentic
Scam retailers will sell fake designer products for a heavily discounted price on the original. If the price seems too good to be true, it probably is.
That’s why it’s important to shop from reputable retailers like MyTheresa, Coltorti, and Net-a-Porter. Their designer items are always authentic.
If it’s a second-hand shop, check if they offer an authentication service to make sure you’re not caught out. Vestiaire Collective does this really well, so you can shop knowing you’re protected against knock-offs.
- Pay safely with a credit card
Your credit card can end up in the wrong hands in just a few minutes. Check your credit card statements if your financial information does not match your receipts. This will help you see whether there are any suspicious charges.
Don’t forget that you can apply for a chargeback with credit card companies under the consumer credit act if you spot any fraudulent activity.
- Secure your account
Use strong passwords for your online accounts whenever you shop online and change them once or twice throughout the year. Also, avoid using the same password for all websites.
If you are using Google Chrome, you should be able to see which of your passwords have been compromised and which are still good. This will allow you to keep your accounts safe and ensure that your credit or debit card information will not be misused if you save it.
If your other accounts are compromised, a way to ensure more protection is using multi-factor authentication. This can be done through additional questions or text messages.
- Shop from secure websites
Secure Socket Layer is a standard encryption method used to authenticate users. Encryption scrambles the information that is sent.
Not all shopping websites are secured, so how can you recognise those that are?
The website that offers safe online shopping will have HTTPS in the URL or a little locked padlock next to the URL.
Many websites have pop-up windows telling you that you’re leaving the unsecured part of the website and entering the secured part. They may also use separate payment interfaces to keep your bank account, contact details, and other information safe and separate.
- Make sure your Wi-Fi is secure
If you are not at home and cannot use your own secure internet connection, you may want to avoid using public Wi-Fi for online shopping. If the impulse to do so is too strong (we get it!), you could install a VPN on your mobile device.
Your credit card information could be jeopardised if you buy online through Wi-Fi that is not secured.
If you are using public computers, log out of all accounts you signed into – especially your email or anything with saved credit card information. You don’t want to make it easy for someone to acquire your credit card information. If you lose access to your email, contact the email provider to get it back.
- Always read terms and conditions
Terms and conditions are there to protect you and the retailer. While most people usually tick the box below the Terms and Conditions without reading it, it’s really important to understand your rights. So read them! Or at the very least, have a very good skim.
- Know the returns policy
Every retailer has its return policy, so make sure to check it before placing an order. Usually, there’s a 14 or 28-day deadline you have to return something. Life gets busy, don’t get caught out.
Some companies extended their policies during the pandemic, but we expect these to return to normal if they haven’t already.
Check out our guides for returning items for some of the biggest marketplaces, like eBay or Amazon Return Policy.
- Look for a seal of approval
Different countries have their own way of proving a business’s legitimacy. For American retailers, it’s the Better Business Bureau. For the UK, a business needs to be registered with Companies House.
Being registered, you know that the business is real and that their accounts are in good standing.
The next time you shop online, check whether the retailer is registered in its trading country.
- Know where to file a complaint
We hope you will never have to file a complaint of any kind, but if you do, you should know where to go and who to contact.
Contacting customer service should be your first step. It’s a best practice to resolve any disputes and issues with the retailer directly since it is the fastest way.
What if I want to return an item?
If you wish to return an item to a retailer abroad, here’s what you will need:
- A receipt – Ensure that you have your receipt with you. Keep it with you, just in case, whether it is an email or a PDF. You will also get it as a part of the invoice you receive once the items have been delivered to you.
- The card you paid with – If you paid for an item with a debit or credit card, make sure it didn’t expire. The fastest way to get a refund would be on the card you paid with.
- The original packaging – Some retailers ask for original packaging, so keep the packaging until the moment you’re sure you aren’t sending the items back.
What can you expect when returning an item?
There are a few other things you should bear in mind. First, let’s talk about the cost of return.
Under UK law, the seller is under no obligation to repay the shipping costs. You usually have to pay for the shipping unless the retailer offers to pay for it.
In most cases, you can choose which courier will be returning the items. Some online retailers, such as Coltorti, specify that you must use the same courier they used for sending the package.
Once you have returned your items, the retailer will process the return and issue you the refund in up to 14 days. Sometimes, the retailer will also refund the shipping costs, apart from the items, but this depends solely on their return policy.
What about a refund of customs charges?
Anyone who returns the ordered items to a seller abroad might be eligible for a refund of customs charges.
However, bear in mind that not all customs fees are refundable; only import duty and VAT are.
Import duty (or customs duty) is charged on items imported from abroad into the UK worth over £135. You won’t pay the same rate of import duty every time you order something from abroad.
Customs authorities will determine the rate based on the type, value, and origin of your items.
The second refundable fee is import VAT. You’ll always have to pay a 20% import VAT rate on orders from abroad if the value of your order exceeds £135.
Non-refundable fees
Another fee you’ll be charged on international orders is the handling fee. Courier companies handle the customs clearance process for you so you can get your items as soon as possible, and for that, they charge a small handling fee that is not refundable.
The exact rate will depend on the courier company that delivers the parcel.
Excise duty is also non-refundable. It applies to goods such as alcohol and tobacco. These items are taxed at different rates to discourage people from buying them.
Even if you are able to return excise goods to a retailer abroad, you won’t be eligible for a refund of import charges.
Who can claim back customs charges?
If you’re a UK citizen or permanent resident who has purchased items worth £135 or more from abroad and returned them to the retailer, you’re probably eligible for a refund of import charges. The claim must be within 365 days of the return.
There are a few more situations in which you can apply for a refund:
- If you returned one item from your order, you could get a partial refund of customs charges
- If the seller refunded you the money and told you to keep the items
- If the seller issued you a partial refund for your order
- If you’ve paid the charges, but your parcel got lost, you never received your items, and the seller issued you a refund anyhow
Do any of these situations ring a bell? If you still have doubts about whether you’re eligible for a refund of customs fees, don’t hesitate to message us. We’ve helped hundreds of people in your situation.
How much money can you reclaim?
You’ll receive a full import duty and VAT refund if you return the entire order to the retailer. However, if you wish to return just one item and keep the rest, you are entitled to reclaim customs charges paid only for that item.
Use our import duty calculator to get a breakdown of customs charges and check how much you can reclaim. Enter the type and value of the goods, and select the courier company that delivered them. In just a few seconds, you’ll see the result on your screen.
Now, you can initiate the claim. There are two ways – on your own from HMRC or with Duty Refunds.
Reclaim customs charges with Duty Refunds
Duty Refunds is here to make international online shopping and returns easier. We sort customs fees and import VAT refunds quickly and accurately. Our experts make the entire process simple and time-saving.
All you need to do to start the process with us is to fill out our eligibility form. If you qualify, we’ll contact you and ask for more details.
First, we’ll ask for your tracking or waybill number. You’ll also have the option to upload any of the courier documents you might have to your profile. We understand that some courier companies don’t even send these documents with parcels. If you don’t have them, no worries – we’ll sort it.
Once we have the needed paperwork, we’ll fill out and file the claim. You can sit back and relax instead of spending hours filling out forms and ensuring all the information is correct.
In about three to six weeks, you’ll know whether your claim is approved. Duty Refunds charges a 15% fee for its services, and it will be automatically subtracted from your refund.
If your claim gets denied, we won’t take any money from you.
Reclaim customs charges with HMRC
There is another way to get your money back – you can claim back money from HMRC yourself.
But, before you begin the process, there’re a few things we would like to highlight. First, the process can get quite time-consuming. A lot of paperwork must be gathered, and you have to understand what is written in those documents to fill out the claim correctly.
Also, the website doesn’t verify the information you put in. You can easily complete the form incorrectly and lose your shot at reclaiming customs charges. HMRC won’t give a reason for denying your claim, so you can only wonder what went wrong.
With that being said, if you still wish to go through the process on your own, here is what you’ll need:
- Return confirmation
You will have to contact the retailer and ask for return confirmation. The retailer will also include a proforma invoice and states that you’re the exporter and that goods have been returned in the right condition.
- Courier documents
You may already have these as some courier companies send them along with the parcel. But they didn’t deliver them, just contact the company. Send your tracking number and they’ll forward the paperwork.
These documents should list how much you have paid customs charges. Usually, the total amount is listed, so you have to do the breakdown yourself.
- HMRC form
Lastly, you’ll need to complete the right HMRC form or CHIEF claim. Find the C285 form on the gov.uk website or BOR 286 form if your parcel was delivered by Royal Mail or Parcelforce.
C285 form consists of several pages and questions. You’ll need to provide your contact details, personal information, information on your goods, courier company, payment method, and reason for a return. Once you complete the form, print it and mail it to HMRC with the rest of the documents.
As you can see, submitting the claim is quite a lot of work. But it doesn’t have to be, and you have a time-saving alternative – Duty Refunds!
Key takeaways
We hope this article made you feel safer and more confident in online shopping. Remember that if you return item an item back to a retailer abroad, you might be eligible for a refund of your customs charges.
We can assist you in that process.
You can initiate the claim in just a few seconds, and we’ll take care of the rest. You’ll get your money back in three to six weeks.