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Ordering Goods for shipment into the EU

As of 1st July 2021, our EU shipping fees now INCLUDE all local customs charges and taxes.

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.

Prior to the 1st of July 2021, all orders were placed using a shipping service which clearly stated that the Local Customs fees and Taxes would be payable by the customer at the destination by the recipient as a consequence of BREXIT related operational changes.

The below information applies to orders place prior to the 1st July 2021

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.

We have updated our shipping fees to include all local customs duties and taxes.

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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