🛃Customs duties & import taxes — what to expect
Orders outside the EU may be charged import duties or taxes by your country's customs authority. This article explains who pays, how to pay, what to do if your parcel is held, and when you can appeal
Customs duties & import taxes — what to expect
If your order is shipping outside the European Union, your country's customs authority may charge import duties or taxes before your parcel can be delivered. This article explains what to expect and what to do.
Why you might be charged
Playtronica ships from the Netherlands (EU orders) and Hong Kong (all other countries). For orders leaving the EU:
- Our prices do not include VAT, import duties, or local taxes.
- These charges are set by your country's government, not by us.
- We have no way to predict the exact amount in advance — it varies by country, product type, and declared value.
This applies whether you pay by card, PayPal, or any other method. The shipping fee you paid at checkout does not cover customs duties.
We note on every product page: "For the rest of the world, our prices do not include VAT, import duties, or other taxes and charges. You may be charged customs duties and taxes in accordance with the laws of your country."
What happens when customs holds your parcel
The courier (FedEx, UPS, DHL, or your national post) will contact you — usually by email or SMS — with:
- The amount owed
- A deadline to pay (often 5–10 days)
- Instructions on how to pay
Act on that notice quickly. If the deadline passes, the carrier may return the parcel to us or, in some cases, dispose of it. Once returned, we can reship or refund — but it adds weeks.
If you haven't received a notice but tracking shows your parcel is "on hold" or "pending clearance", contact the carrier directly using your tracking number. Don't wait for us to do it — the carrier communicates with the recipient, not the sender.
How to pay — by carrier
FedEx Log in at fedex.com with your tracking number, or call your local FedEx office. They will send a payment link or ask you to visit a branch. Real example from our tickets: a customer owed USD 162.98; FedEx put the parcel on hold until payment was made directly to them.
UPS UPS contacts the recipient by email with a duty invoice. You can also pay online at ups.com/track or call your local UPS office. Canadian customers: UPS charges in CAD — one recent order was held for CAD 35.55. After payment, UPS cleared the parcel the same day.
DHL DHL typically delivers a paper notice or sends an email. Payment options vary by country — online via MyDHL+ or at a local post office / DHL ServicePoint.
Royal Mail (UK) Royal Mail sends a card or email from HMRC customs with the duty amount and a reference number. Pay online at royalmail.com/customs-charges or at a Post Office. The parcel is held at a depot; you collect it after payment. One UK customer received a £35.97 customs/VAT notice — this was a legitimate HMRC charge, not a Royal Mail fee.
National post (Japan Post, Correos, USPS, etc.) For economy shipments from Hong Kong, the last-mile carrier is often the national post. Check the carrier's website using your tracking number, or visit your local post office with ID.
Country notes
These are patterns we see regularly in support tickets — not official guidance. Amounts change; check with your local customs authority for current rates.
| Country | Typical situation | Who to contact |
|---|---|---|
| UK | Royal Mail collects VAT + duty on behalf of HMRC. Expected for most orders over ~£135. | Royal Mail / your local Post Office |
| Canada | UPS charges brokerage fees + GST/HST. CBSA may inspect. | UPS Canada, 1-800-742-5877 |
| Mexico | FedEx or DHL collect customs fees in MXN. One recent order: MXN 1,036.50. | Your local FedEx or DHL office |
| Saudi Arabia | ZATCA applies VAT (15%) on imports. DHL usually handles clearance. | DHL Saudi Arabia |
| USA | De minimis threshold is $800. Orders below this usually clear without duty. Orders above may be held by FedEx/UPS for CBP clearance. | FedEx or UPS customs brokerage |
| Japan | Japan Post holds parcels; you receive a notice to visit your local post office. | Japan Post tracking + local branch |
| Australia | GST (10%) applies to most imported goods. Usually collected by Australia Post or DHL. | Australia Post or DHL Australia |
| Colombia / Brazil / India | High customs scrutiny. Expect duties and, in some cases, a requirement to provide a local tax ID. | Your national customs authority or courier |
| EU countries | VAT is included in your checkout price. No additional customs charge expected. | — |
China: If your phone number is wrong in the shipping details, customs clearance can stall. Contact us immediately at [email protected] with your correct number and we will update it with the carrier.
If you're asked for documents
Some countries (especially in Latin America and the Middle East) require the recipient to provide a tax ID, EORI number, or national ID number for clearance. The carrier will ask you for this directly. Provide it promptly — missing documentation is one of the most common reasons parcels are returned.
Can you appeal or dispute a charge?
Yes, in most countries you can contest a customs assessment if:
- The declared value on the shipment was correct
- The product was misclassified (wrong HS code applied)
- You were charged twice for the same shipment
How to appeal:
- Keep the customs notice or payment receipt.
- Contact your country's customs authority directly (HMRC in the UK, CBSA in Canada, ZATCA in Saudi Arabia, SAT in Mexico, CBP in the USA).
- Reference your tracking number and our commercial invoice. We can provide an official invoice on request — email us at [email protected] with your order number.
We cannot appeal on your behalf — customs authorities only deal with the importer (you), not the exporter. But we can provide supporting documents.
What we cannot do
- We cannot refund customs charges. They are collected by your government, not by us.
- We cannot prepay duties on your behalf.
- We cannot guarantee that a resent package will not be charged again — the customs charge applies every time goods enter your country.
If your parcel is returned to us
If you miss the payment deadline and the carrier returns the parcel:
- Email us at [email protected] with your order number.
- We'll confirm receipt once the parcel arrives at our warehouse (this can take 2–4 weeks).
- We'll offer you: reship (you pay customs again on arrival) or full refund minus the original shipping cost.
We will not leave you without a resolution. It just takes a bit of time once a parcel is in return transit.
Still have questions?
Email [email protected] with your order number and the notice you received. We reply within 24 hours on business days.