Paid customs duties, but had to return your purchase?

We can help you get your customs duty refunded, stress-free. Easy, simple, Duty Refunds.


A brokerage or customs brokerage is a service that helps companies and individuals comply with customs regulations when importing or exporting goods. A customs broker acts as a liaison between the importer, exporter and customs authorities, ensuring that all paperwork is filed correctly and in a timely manner.

As each country has different customs rules and regulations, a brokerage also provides guidance, assists with product classification and helps to resolve any issues that may arise during the shipping process.

Customs brokers play an essential role in facilitating international trade.

For e-commerce goods, courier companies like DHL, UPS, DPD, FedEx, and Royal Mail will act as brokerages on behalf of a consumer.

Overview of the brokerage process

The process consists of three steps:

  1. Entry

The goods arrive at their country of destination. The brokerage is responsible for filling the entry documents.

  1. Documents

The importer may ask for a release form, purchase order, commercial invoice, bill of lading, or certificate of origin.

  1. Examination

The shipment is then either given clearance at which point the goods can enter the country, or not given clearance and need to be examined more thoroughly.

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Got any questions for us? We’d love to hear from you. You can get in touch with us by email on or via our live chat.
Can I get my customs duty refunded?
If you’ve returned an item to a retailer abroad worth over £135, then most likely yes! There are a few caveats though. Certain items like alcohol and tobacco aren’t eligible.

And there are time limits too.

If you returned the item because it was damaged or defective, it can’t have first entered the UK more than 365 days ago. And if you returned the item because you didn’t want it anymore, it can’t have entered the UK more than 90 days ago.
How long does it take to get my refund?
How much will I get back?
Who will handle my claim?
What is a letter of authorisation?
Who are Duty Refunds?