My courier is asking me to pay

Open View your order from your order confirmation and look for the shipping option you selected at checkout. If it said No Import Charges On Delivery, the courier should not ask you to pay import charges when your parcel arrives. Otherwise, local customs or the courier may charge duties, taxes or fees depending on your destination and shipping method.

If you chose No Import Charges On Delivery, email us your order number, the shipping option shown and a copy or photo of the charge notice. If you’ve already paid, include proof of payment so we can review the charge.

For an eligible refund, we refund the price you paid for the item, including any VAT or sales tax in that price. Separately charged import duties and customs fees are usually non-refundable for voluntary returns after dispatch where the law allows. Your statutory rights still apply. Contact us if we charged you incorrectly or if the order was cancelled before dispatch and the import charge was never incurred.

For charges you paid directly to a courier or customs authority, ask whoever collected the payment whether you can reclaim it. See Returns and exchanges for information about label fees.