Ordering Goods for shipment into the EU

IMPORTANT INFORMATION, READ CAREFULLY PRIOR TO ORDERING GOODS FOR SHIPMENT INTO THE EU.

As of the 1st January 2021, the United Kingdom is no longer part of the European Union. TORRO is a brand based in the United Kingdom and important changes have been made in order to ship to our valued customers within the European Union.

Customs charges and taxes are now payable locally, prior to delivery and are the responsibility of the customer.

As of January 1st 2021, VAT, customs and brokerage fees are to be paid prior to delivery locally, what does this mean?

Due to new Brexit regulations, when shipping into the EU, we are now legally obliged to ensure the consignee or importer of record is the customer. For this reason, we are unable to pre-pay and pre-clear customs and duties for our customers prior to receipt.

What does this mean for our customers in the EU?

We are still accepting orders which will be shipped using either DHL or UPS. Now that the UK is no longer part of the European Union, the goods must clear customs when they enter the destination country.

A charge will be raised by customs which must be paid prior to release of the goods to you, the customer.

How much can I expect to pay?

You will be charged your local ‘value added tax’ equivalent which ranges between 19-25% of the cost of the goods depending on your country of import. 

VAT is charged on the total package value, including:

- the value of the goods
- Postage, packaging and insurance
- any duty you owe

Check your local VAT rates

In addition to this, Customs Import Duty will be charged at 3% of the total package value. The courier will also charge you a £14.00  brokerage fee for facilitating this transaction which is entirely out of our control.

This fee is subject to change but is correct as of Feb 2021.

Example

2 x iPhone cases = £59.98
Shipping = £0.00 (This order would qualify for free UPS standard shipping).

VAT = £9.60 (19% VAT for DE deducted)
Import Duties = £1.80
Brokerage Fee = £14 (fixed fee regardless of basket value)

Additional charges payable at destination = £25.40

Total order cost

Payable to TORRO on order £59.98
Payable to UPS on behalf of local customs office £25.40

Total £85.38

I don’t agree with the amount of VAT and Customs Duty charged, what should I do?

Our couriers cannot hand over any items until all the charges have been paid, nor can they enter into disputes on charges raised by your Border Force or Customs Authority.

If you don’t agree with the amount of VAT and Customs Duty charged you should appeal directly to your local customs authority.

How will DHL or UPS contact me?

Prior to delivery, UPS or DHL will contact you directly and request the payment of outstanding charges.

Please ensure your email address and phone number is correct at the point of ordering and this data will be passed to the courier to contact you and arrange payment. 

If the courier cannot reach you, they will contact us to ensure they have the correct contact details for you. We will attempt to contact you to confirm these details. 

If your details are incorrect or you cannot be contacted within a 14 day period to confirm this information, the courier will abandon the goods and you will not receive the goods or a refund.

Can I claim any of the costs back?

If you are a registered VAT business within the EU, you are eligible to reclaim the VAT charged against your local VAT return.

What happens if I refuse to pay?

If the outstanding import charges are not paid then the courier will abandon the goods and you will not receive delivery of the goods.

We will not refund customers who cause the abandoning of goods. 

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