Customs & Import Fees

Customs charges, import duties or local taxes can apply when a parcel crosses a border. Customs authorities set these, not us, and the rules are different in every country. This page explains what to expect and what to do if your parcel is held.

What you need to know

  • Import duties, taxes (such as VAT or GST) and courier handling fees may apply to international orders. They are the recipient's responsibility unless they are shown and collected at checkout.
  • The amount depends on the value of your order, the type of product and your country's import rules.
  • Customs rules vary, so if you're unsure, check with your local customs office before ordering.

Will I be charged?

Not always. Many countries have a threshold below which parcels pass through without any fees, while others charge on every parcel. Because the rules change, we can't predict the exact amount for your order.

My parcel is being held at customs

If your tracking shows a customs hold, here is what to do:

  1. Wait for the courier to contact you by email, text or phone with the amount due and how to pay.
  2. Pay using the link or method the courier gives you. See the next section for where to pay.
  3. Once you've paid, delivery usually resumes within a few working days, depending on the country and the courier.

If your parcel has been held for more than 5 working days and you haven't received a payment request, contact the courier using the tracking link in your dispatch email. Customs releases are handled between the courier and customs, so we can't speed them up, but let us know and we'll help where we can.

Where do I pay my customs charges?

FedEx will facilitate and collect payment from you, and then remit it to customs on your behalf. There may be an admin charge for this service.

Before you refuse a parcel

Please contact us before refusing a delivery or leaving customs charges unpaid. The parcel may be sent back to us, and we'll need to work out the next step together.

Still have a question? Contact us. We're always happy to help.