International Orders Held by Customs or Returned to Unmanned Tech by Courier.
When you place an order with UMT for delivery outside the UK, there may be instances where your package is held by customs in your country or needs to be returned to us. This guide explains what you need to know and do in these situations.
When Your Package is Held by Customs
Why This Happens
- Missing or incomplete customs documentation
- Unpaid import duties or taxes
- Need for additional information from the recipient
What You Need to Do
- Respond Promptly: If contacted by customs or the courier or UMT, respond as quickly as possible.
- Pay Required Fees: Arrange payment of any customs fees, import duties, or taxes promptly.
- Provide Information: Supply any additional information requested by customs or the courier.
- Arrange Redelivery: If a delivery attempt failed, arrange for redelivery with the courier.
Important Notes on Fees
- Customs fees, import duties, and taxes are set by your local government, not by UMT.
- We cannot predict or include these fees in your order total.
- UMT cannot pay these fees on your behalf or reimburse you for them.
- If you believe the fees are too high, you can submit our sales invoice to the courier for a recalculation.
When Your Package is Being Returned to UMT
Why This Happens
- Customs fees remain unpaid after a certain period
- Required information was not provided
- Multiple failed delivery attempts
What Happens Next
- We'll Notify You: Once we're informed that your package is being returned, we'll contact you.
- Refund Process:
- We'll issue a refund once the item is received back at our facility.
- If the return is due to unpaid customs fees or lack of recipient action, we may deduct return shipping costs from your refund.
- For shipments via Royal Mail, we typically only deduct the original shipping cost.
- For courier shipments, we may deduct the outbound shipping cost and any return shipping fees from your refund, the exact cost will depend on the courier and reason for return.
When You Think the Customs Fees Are Too High
If you believe the customs charges for your order are higher than they should be:
- Check the Typical Fees: Generally, customs fees consist of around 20% tax plus a small handling charge from the courier (approximately 5-10 euros).
- Request a Recalculation:
- Contact the courier handling your package.
- Provide them with our sales invoice (which you received with your order confirmation).
- Ask them to recalculate the fees based on this invoice.
- Contact Your Local Customs Office: If you still believe the fees are incorrect after recalculation, you may need to contact your local customs office for clarification.
- Keep Us Informed: Let our customer service team know about the situation. While we can't intervene directly with customs authorities, we can provide any necessary documentation to support the correct valuation of your order such as product HS codes and other guidance.
Remember, customs officials have the final say on import duties and taxes. Even if fees seem high, they are based on your country's specific import regulations.
If You Refuse to Pay Customs Fees
While it's your right to refuse payment of customs fees, it's important to understand the consequences:
- Package Will Be Returned: If you refuse to pay the required customs fees, your package will be returned to UMT.
- Refund Process:
- Once we receive the returned package, we will process a refund.
- However, we will deduct the costs incurred for the return shipping:
- For Royal Mail shipments: We typically deduct only the original shipping cost.
- For courier shipments: We usually deduct twice the original shipping cost to cover both original and return shipping fees.
- No Refund of Customs Fees: If you initially paid the customs fees but then requested a return, we cannot refund these fees. You would need to contact your local customs authority for any potential refund of customs charges.
- Impact on Future Orders: Repeatedly refusing to pay customs fees may affect our ability to ship to you in the future, as it incurs significant costs and administrative burden.
- Alternative Options: If the customs fees make your purchase unaffordable, consider contacting us before refusing payment. We may be able to suggest alternatives or provide additional documentation that could help reduce the fees.
Preventing Issues
- Provide Accurate Information: Ensure your delivery address is complete and correct.
- Be Aware of Import Rules: Check your country's customs website for information on restricted items and tax thresholds.
- Monitor Your Order: Keep an eye on your tracking information and respond promptly to any notifications.
Contact Us
If you have any questions about your international order being held by customs or returned to UMT, please contact our customer service team. We're here to assist you through this process.
Remember, while we'll do our best to help, we cannot control decisions made by customs authorities in your country. Your cooperation in addressing any issues promptly will help ensure the fastest resolution possible.
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