Information for EU Customers

If you are ordering from one of the 27 EU countries, please make sure to read this information before placing your order.

We ship orders all over the world. Unfortunately shipping to EU countries has proven more difficult than any other destination, because of complex and unclear laws regarding customs and tax collection.

Our parcels are shipped as "Delivery Duty Unpaid" (DDU), which means the recipient is responsible for paying any taxes or charges upon import. This fee is calculated and collected by your local customs agency. We do not collect taxes on behalf of ANY foreign governments, including the European Union.

All of our deliveries are accurately marked with the following information:

  • Product name
  • Description of good
  • Country of origin
  • HS tariff codes
  • Accurate price

We affix a customs form which lists this out all the necessary information for your local customs agent to process the order and issue the correct charge. We also include a full commercial invoice on the parcel for deliveries in Europe.

However, sometimes, for no apparent reason, customs will randomly reject parcels and ask the recipient to submit the invoice directly to them. If this happens, please contact us to receive a digital copy of the invoice.

What do you need to do?

As soon as your order has been dispatched, we will send you an email with a tracking number. Please monitor this tracking number periodically, as this is the best way to see if the order is stuck in customs, or if there is a fee to pay.

In many countries, the fee can be paid directly on your local postal service website. You can input the provided tracking number (issued by Royal Mail in the UK) into your local postal service tracking website, and search for it there. The Royal Mail website also provides a forwarding link to this site when possible:

Common Tracking websites:

 

Please note that if you do not pay outstanding fees or collect your parcel from the post office within a reasonable amount of time (usually 21 days after arrival) the parcel will be returned to us, and you will not be refunded the shipping fees.

A note to our German customers

We are very sorry that we're no longer able to provide affordable shipping via Deutsche Post. This is due to the fact that a significant number of parcels being handled by them have failed to be delivered and end up getting returned to us, resulting is long wait times for customers and high costs for us. Deutsche Post would frequently (upwards of 40%) fail to notify customers that they were even expecting a delivery, and then make a single attempt to deliver before sending the parcel back - a practice that breaks their own policies. As a result, we are only able to offer DHL Express deliveries to Germany. We understand that this increases the cost to the customer, and we do apologise for that.