International Delivery Query FAQs

Question 1

Does the price I pay include customs charges?

Accepted Answer

For information and support in understanding customs charges, please contact the sender of your item. The retailer or sender will be able to advise whether customs charges will apply.

Question 2

How long will my parcel be held in customs?

Accepted Answer

The courier will attempt to clear your parcel as quickly as possible through customs; however there are occasions where customs in the delivery country shall require additional information to assist in the clearing of the goods.

Generally customs will contact you directly and for this reason. You may wish to contact the sender of your item if it is showing as held in customs as they could require additional information from you to provide the customs authority.

Question 3

I do not wish to pay customs charges, what should I do?

Accepted Answer

Please contact the sender of the parcel who will be able to assist you further.

Question 4

My item has received no tracking for several days, is there a problem?

Accepted Answer

Most often when a parcel’s tracking has stopped updating, it is simply due to a small delay in the delivery, or a delay in the tracking system registering the parcel’s progress. However, if your parcel tracking has stopped for more than two or three days, there could be complications with the delivery itself. To check whether there has been any issues with your delivery, please contact the retailer who will be able to investigate further.

Question 5

Will I be able to track my parcel to its destination?

Accepted Answer

You will be able to track your items from receipt through to delivery. The level of tracking information available will depend upon the service used and the destination country.

Please note that delivery confirmation will not always be provided for items sent to USA, Canada and Australia - this will depend upon the service used by the sender.

If you would like to query this further, please contact the sender of your item direct.

Question 6

Will my parcel be subject to customs charges?

Accepted Answer

If you are located outside of the European Union, you may incur customs charges (for example Duty) which must be paid before our carriers can affect delivery. For more information on customs charges, please contact the retailer from whom you purchased the item.

Question 7

How do I track my parcel?

Accepted Answer

Please enter your tracking ID and delivery postcode to track your item. If you experience a problem or do not have a tracking ID, please contact the retailer from whom you are expecting an item to be delivered for more information.

Question 8

I am unable to track my item, why?

Accepted Answer

When searching for items please ensure you enter the full tracking ID in addition to the delivery postcode for the item. When entering the postcode, you must ensure it is entered exactly as supplied when originally placing your order.

Should you still be unable to track an item, the retailer from whom you purchased the item may not yet have manifested their items to trigger tracking. Please contact the retailer direct to query this further.

Help & Support