• If I order from Amazon Japan to the UK, will I have to pay VAT and import duty?

  If your order exceeds £135, you will have to pay import duty and VAT, as well as the courier handling fee.Some readers

• Will I receive the full amount of money?

  Delivery services charge the administration fee for delivering your parcel and managing customs duty payments. The administration fee is not refundable, so you can't receive the total amount you've paid. To get an accurate breakdown of customs charges, check our Import duty calculator to calculate how much money you will receive.Few readers

• Can I obtain a refund if the parcel is lost?

  Yes. If the import duty has been paid, then you are eligible for the refund.Few readers

• Why do you need the tracking number?

  We’ll need the tracking number in order to obtain the import courier documents from the service provider to proceed with the claim.Few readers

• How long does response from HMRC take?

  Usually, HMRC responds in approximately 3-7 weeks.Few readers

• My refund was processed a long time ago, can I still get a refund?

  You can make a claim for unwanted items within 90 days of the refund date and up to a year from the return date for returned damaged and/or defective items.Few readers

• Can I claim a refund if I purchased my order with a buy now pay later service, Klarna / Paypal?

  Yes you can. However you would only be refunded the import duty on the amount currently paid at the time the order was returnedFew readers

• What information is required?

  We’ll need proof of refund or return obtained from the seller to proceed with the claim. This could be an email from the seller or a bank statement clearly indicating a refund (including the amount) has been received from the seller.Few readers

• Does my refund include both VAT and customs duty?

  Yes, the refund will include both the VAT and import Duty minus 15% service fee.Few readers

• What tracking number is required?

  This is the original number provided by the seller when the purchased item first enters the UK.Few readers

• Are there any alternative refund documents I can provide instead?

  Yes! If you don’t have an email confirmation, we’ll accept a bank statement. However, this must clearly show that the refunded amount was credited to your bank account from the seller. You’ll want to cross out any unrelated transactions.Few readers

• Can I obtain a refund if the item was exchanged and not refunded?

  If you exchange an international item instead of refunding it, you may have to pay import duty twice. In this case, you will be able to submit a refund claim.Few readers

• Can I have multiple claims?

  Of course - you can submit as many claims as you like! However, you’ll have to submit the required documents individually as each case will be treated individually.Few readers

• If the claim is rejected, do I still have to pay?

  No! Duty Refunds operate on a no win, no fee basis. So you’ll only pay if your claim is successful and once HMRC have credited the refunded.Few readers

• Can I obtain a refund if the parcel is not returned?

  Unfortunately, you cannot claim an import duty refund if the item has not been returned to the seller.Few readers

• Can I obtain a refund if the parcel is overcharged?

  Although this is quite not within our bandwidth, we can give it a try! However, we cannot guarantee the success rate of the claim.Few readers

• Can I start a claim if I don’t have the courier documents?

  Absolutely! You can start your claim and return to it later to upload the documents. If your parcel is delivered by UPS, DHL or FedEx, we can obtain courier documents on your behalf.Few readers

• I don't have proof of refund, can my claim go ahead?

  If you don’t have any proof of refund, all is not lost! You’ll simply need to contact the retailer to get a confirmation sent to you.Few readers

• What documents are required?

  In order to proceed with the refund, we will need to see proof of return or refund obtained from the seller and a valid import tracking number.Few readers

• Do you deal with duty refunds relating to goods purchased from outside the EU?

  Absolutely! Items purchased from outside the EU usually incur duty and VAT taxes. We can handle this claim on your behalf.Few readers

• How much do you charge for your service?

  We charge 15% commission per claim. This will be deducted from your full refund amount.Few readers

• What is proof of refund?

  Proof of return is a clear indication that the seller has received the item and credited a refund to your account. This must be either: An email which clearly states that the seller has received the returned item A bank statement which clearly shows that the refund has been creditedFew readers

• How do I submit a claim?

  You can get started with your claim on our Duty Refunds website. You’ll need proof of return/refund from the seller and import tracking number to get started. You can also send us these documents to our inbox - [email protected] and we we’ll happily proceed with the claim on your behalf!Few readers

• How will I receive the refund?

  Once your refund is approved, we will ask you to provide your bank account details. You will receive a bank transaction in the amount of a refund, minus the 15% commission for our services. The commission is calculated as 15% of the refunded money.Few readers

• Can I claim a refund of customs duty on orders from eBay?

  Yes, you can reclaim customs duty on orders from eBay.Some readers

• How long does the process take?

  The entire claim process takes around 3-7 weeks.Few readers

• Who is responsible for paying customs duty?

  The customer is responsible for paying customs duty on all goods ordered from abroad. In many cases, the delivery service will pay customs duties on your behalf and then charge reimbursement and administration fee.Few readers

• When do I pay customs duty?

  Once your order arrives in the UK, the HMRC will calculate customs duties and fees. Your courier will send you the information about the customs fees and the payment link. After that, your parcel will be delivered to you.Few readers

• How to get an import tax refund?

  To claim an import tax refund, all you have to do is give us your tracking/waybill number and sign the letter of authorisation. We will liaise with your courier and HMRC, to obtain all the documents and claim a refund successfully.Few readers

• Which goods are exempted from customs duty?

  Goods worth under £135 and that are not excise goods, such as alcohol or tobacco, are exempt from customs duty.Few readers

• How do customs work when I order something online? How do I have to pay the custom duty fees?

  The HMRC will calculate the customs duties and fees when your parcel arrives in the UK. Your courier service will send you a breakdown of customs charges alongside a payment link. You can expect to be contacted either through SMS or email.Few readers

• Who will pay the customs duty, a sender or receiver?

  The receiver pays the customs duty if not stated otherwise.Few readers

• How to apply for a repayment of import duty and VAT if you've overpaid?

  You might apply for import duty and VAT repayment if you overpaid customs duty. You can either apply through HMRC's new service (if the declaration was made on CHIEF) or form C285 (if the declaration was made on Customs Declaration Service). If you want to simplify the process, you can initiate the claim in three easy steps on our website and get your refund in three weeks.Few readers

• What will happen if customs duty is not paid?

  If you don't pay the customs duty, the parcel will be returned to the sender.Few readers

• What is the period of limitation for claiming a customs duty refund?

  You can claim a customs duty refund within the year of purchasing and returning the goods.Few readers