General

What does customs do?

Customs plays an important role worldwide in the import and export of goods. Customs wants to maintain control over the goods that enter and leave our country, in terms of taxes, safety, public health and the environment. Import duties and taxes protect the European market. That is why customs sometimes impose special requirements on the invoice, or you have to fill in extra information on your consignment note. We give you useful tips to help your shipments pass through customs as smoothly as possible.

I am asked by DHL to pay Customs duties and vat for goods that I have purchased on the internet. Why are these costs not included in the shipping costs I paid?

Customs duties and VAT are usually not included in the price and shipping costs that you pay with an online purchase. This is a choice of the supplier. When you buy goods over the internet, keep in mind that they do not always come from your own country or from the European Union. When the goods are sent from a non-EU country, you must pay customs duties and VAT upon importation into the European Union. In order to deliver the goods to you as quickly as possible, DHL advances the Customs duties and VAT owed and pays Customs. Read more about import duties and VAT.

How do I file a claim?

Shipment damaged or lost

Has your shipment been delivered damaged, or has it not been delivered to the receiver? Please contact our Customer Service within 30 days. We will then investigate what has happened. After investigation we will let you know whether you can file a claim. You can easily file your claim online.

Damage to property such as a car or garden fence

Every day, thousands of DHL couriers set out on the road with a vehicle full of shipments. Sometimes, things go wrong. If the damage is not related to a shipment, but rather to for example, a car, garden fence or other property, you can report this using the damage report form.

I will be purchasing items from a company outside the European Union that uses DHL for shipping. Do I hav to pay import duties on the items I buy?

Depending on the type of goods, the value of the goods and the delivery conditions used by the supplier, customs duties may be charged for a dutiable shipment. More information can be found in our Customs brochure, in the chapter 'Import - Customs rules' and on import duties and VAT.

Do I have to pay import duties on the items I buy?

This depends on the type of goods, the value of the goods, the origin (within or outside the EU), the agreements you have made with the supplier about this and the country where you import the goods. More information can be found in our Customs brochure, in the chapter 'Import - Customs rules' and on import duties and VAT.

If customs impose duties, DHL will pay them in the first instance and pass them on to you.

My goods are second-hand. Do import duties also apply to them?

Yes, VAT and/or import duties must also be paid for goods that are older or had a previous owner.

Who must pay for the import of my package?

Any import duties and VAT will be charged to the person importing the goods. The sender can choose to have the costs invoiced to another party by means of the Duty Taxes Paid (DTP) billing service.

If the sender does not pay the import duties and VAT, DHL will pay the import duties and VAT due to Customs so that your parcel can be imported. DHL will pass on to you the costs it pays to Customs. Your parcel can only be delivered to you once you have paid the full amount and administration fees* to DHL.

*DHL charges a 2% administration fee for this service, with a minimum of €14.50 (excl. VAT).

How do I know if I have to pay to import my parcel?

If you purchase from a business within the European Union, then you have nothing to worry about. You will not have to pay anything extra to import your parcel.

If you purchase books, clothing, or other items from businesses that are located outside of the European Union, then you may have to pay import duties or VAT.

Shipments with a value up to € 150. Customs will not charge any import duties on these shipments. This value limit does not apply to excise goods; Customs will always charge excise duties on these goods. VAT is calculated in all cases. Also for shipments with a value up to € 22. From 1 July 2021, the VAT exemption for shipments up to € 22 has been abolished. Import declaration at customs is always required, this is carried out by DHL Express.
Shipments between private individuals with a value up to € 45. Customs will not charge import duties and VAT on these shipments. Exception: excise goods such as tobacco or alcoholic beverages. Excise goods between private individuals are linked to maximum quantities. Import declaration to customs is always required, this is carried out by DHL Express.

These costs are paid in advanced by DHL Express and will be charged to you before we deliver the parcel.