I'm founder and director of TNETS Global, one of the world's largest customs brokers. This video is the best explanation I have seen of any customs process bar none. Kudos to Starsky! Welcome to our world, and thanks for helping to make sense of at least a small part of it. Irrespective of one's views on Brexit, HMRC could and should have been way better prepared for the post-Brexit realities, as the government as far back as 2017 was saying, deal or no deal, there will be customs declarations.
Letter from HMRC approving my claim just arrived. Followed all the advice on here and it worked like a charm, so thank you very much for taking the time to do this.
Mate this is possibly the most important video for every single person in the U.K. today , I know at least 20 people of the top of my head who have complained about this and in fact every one of them gave up and let it go .. you la are a Leg-end 👌👌👌👌
I almost did... nightmare. I just happened to notice the CHIEF named on an MRN pdf after giving up on it once I’d managed to decipher the EORI from the DUCR... 😂 not kidding it’s a joke. UPS never gave me the correct info and customs basically said ‘tough’.
You sir are a hero and a gentlemen for posting this and being so clear and thorough. I tried working this out myself and didn’t come anywhere near as close. I can’t thank you enough for the time and hassle you saved me and I’m sure many other people. Cheers!
I just wanted to say a big thankyou for this guide! I'd almost lost all hope of getting my import duty back that I was wrongly charged after spending 6 months getting nowhere. After following this tutorial, I received my letter this morning confirming that I would have the money deposited back into my account within 3 working days! So a HUGE thanks buddy, I'd almost written it off!
thanks a lot for such a useful video in my miserable condition. HMRC is not at all being helpful in such regards, I really appreciate the gentle man for the video. I shall start the process now in appropriate manner. i was cracking my head past a week for such information. thank you man
Epic and utter capital Sustain level! It reminds me of "The 12 Tasks of Asterix, task number 8: Find permit A38 in the place that sends you mad..." A simple formality, right... I did not truly understand this part of the cartoon as a child. I do now. :D
Jupiter Ascending has something similar where she’s trying to get her ID. Sort of felt Like I was in a surreal world. Still not got the money or anything approved so it may not be the end of the story!
I can't thank you enough. This has been soooooo fucking confusing. You have saved me and everyone else here a hell of a lot of work. Love the music at the end 😉
Thank you thank you thank you. Brilliant summary so helpful. It was impossible to understand the Gov website. They obviously want to deter ppl from requesting refunds.
I'm in the Netherlands and bought something from UK. Tracking told me it was "handed over to customs for evaluation" (or some such). Feared delay and extra charges but in the end it arrived after three days in limbo. So unnecessary; I think most of us will look locally in future. Related: the amount of acronyms is off the charts!
Thank you for this! I bought an engine part from a seller on eBay who gave absolutely no hint in the listing that it was a German company and that the part would be shipped from there. Just getting the information from the seller that I need to ship the item back (EORI number and the product code for the item) has been a nightmare already. Can't wait to get going on the HMRC refund. Needless to say, the surprise email from UPS asking for the import duty and their extortionate handling fee has turned what seemed like a good price on eBay into a farce. Will have to be more vigilant in the future.
I had to return an item to a European manufacturer for a warranty repair which I purchased prior to Brexit. It was a minefield attempting this process without being charged for sending it back and the manufacturer paying out for returning it. They said that it's an absolute nightmare when selling to the UK. And it got stuck at the border for nearly a month on the way out for no reason that I can fathom. Was Kafka the policy advisor?
Great video, bookmarked for future reference. FYI, DV247 basically import to themselves in the UK from Germany so when I bought something from them recently any applicable taxes and duties are billed to their office in the UK by the courier while the item was just delivered to me. I would assume the return would go back to the UK office too. It's a shame Thomann aren't doing it the same way. Good stuff!
The reason it is so difficult is to encourage people to give up thinking it's too much hassle. If it was easy, then everyone would be reclaiming money owed and the treasury would have to think of another way to crowbar cash from our pockets. I'm just looking into getting the emergency tax paid on my pension withdrawal and have already had my first "not me mate" email.
This is crazy. How much must all this cost the buyer, the shop, the courier and HMRC in admin time and cost combined?!? There should be a much better system than this
Yeah! there should be some kind of unified market with a simplified tax system each country trusts, maybe even a community of countries that have more open borders.. oh wait... xD
You need to pay. You owe the VAT, import duties and admin fees. No way out I'm afraid. I've had a fair few things that have come through then received the invoice later.
Hey :) I bought some clothing items, and I am r returning them, accept for one piece of 4. Can I claim back The costs of the returned items in the same way?
Would this process work for goods being taken outside of the UK and EU? Also, if retailers such as Apple, will provide their courier details to their customers, for in-store purchases?
Hey can you help me I bought a custom made producer desk I’ve waited 3 months it’s due to be sent next week (24th march) it’s free shipping but obviously I have to pay the 20% so is that all I need to pay just my 20% and it will be delivered it’s an expensive item
Do you know what would happen if the company has a UK returns address?? Do I need to send back to the European address or is it acceptable that I am simply not keeping the items?
i recently bought a custom made clone of my dog from the US. In order to receive my item i had to pay £49 tax and duty . The item i received didn't match the description and i returned it to the US. How do i get a refund of the tax and duty i paid ??
I wonder how long they take to give you refunds, having been charged German VAT for an item then UK VAT and import duty on top when the item value was in fact below threshold so not liable for charges at all, I made a claim but have not had an acknowledgement let alone refund 3 weeks on.
Just stumbled on your video after trying to simply get my customs and duty money refunded after returning an item back to a German retailer too. Wow this is painful. In my case i spent all day yesterday trying to get help from UPS just for the basics but gave up with them. After speaking to 8 different people, im still no further forward. It appears the forms have change a tad since your video. on the Representative or declarants details, im now asked for UPS's details but beneath that asks for an EORI number. Starts with GB and then requires 12 characters. UPS have no idea what that is. After googling i can only guess its MY EORI number? these also a 'Place of import' box to complete. This apparently is a name of port, airport or Postal port. Again lost on this one.. Also also asks for an MRN number but i managed to find an MRN number on some paperwork which arrived with my item.
That’s the issues I had. You don’t need an EORI - they told me the wrong form. The other doesn’t or at least didn’t require it. I’d double check the forms they’ve told you to complete. The kids at HMRC are thrown in at the deep end and don’t have the best training it seems.
Hi a friend of mine bought a dinghy from a NZ company for £1700, the vendor shipped it to the UK using there preferred courier DHL, on arrival into the UK my friend was charged another £400! Import tax from DHL, can he claim any of this back from HMRC?
No, that's import duty and there's no avoiding it. The big difference with Brexit is that we're now charged it from goods from the EU whereas they never incurred it previously. It was always the case for the rest of the world though.
@@StarskyCarrforget to ask! I have a uncle who lives in NZ, could i get him to buy the same boat and get him to post it to me as a gift and thus avoid the import duty?
hahaha it never gets emptied - ever dealt with them? honestly in 20 odd years of self employment i have come across 2 or 3 useful helpers... such a waste of our money
It’s just a ballache, isn’t it? I’ve just had to say no more buying from outside the UK now, because it’s too much hassle. Shame really, because there are always things you can’t get here.
A very restrained rant! :-) This is the epitome of Bureaucracy gone mad. As you say, it's an absolute disgrace and HMRC and the UK Gov should be thoroughly ashamed and get their fingers out to make it easier to deal with the EU. As it is, I've only bought one thing from the EU - a JJaspers stand which was not available in the UK - so hopefully none of the electrics will go wrong :-) :-) :-) and I won't have to return it. But going forward, alas, for synthy gear over £135, the EU won't be on my list.
Could have used this a few weeks back when I wanted to return a faulty 2600 to Thomann but ran into a HMRC brick wall and ended up having to keep it. Will file it for the future - thanks.
Hi, thank you so much for posting this!! My situation is bit different, I paid all the charges to the online seller based in Italy and they did a partial refund and they are saying duties are non refundable. Can they keep the duties for a returned item? Can I claim it from HMRC? Really appreciate your advise. The online company is not helpful. Thank you!
Congratulations! You've now created a situation where you have to work for money that is rightfully yours in the first place....good luck getting out this mess. Pro tip: I think that the people on the other side of the North Sea have some sort of a union or agreement with each other to abolish these practices....you may want to join them /jk
Thanks for posting this mate, very useful information. Is the process the same when the seller has collected the Duties & VAT at the time of payment? I didn't have to pay the courier on delivery as the company in Italy I bought off had included the duties in their purchase price but doesn't refund them, so I have to go to HMRC for that. By the way did you get your refund in full?
I got a full refund because I found a fault with the article. What I also found out is that if items are of European origin then no duties or tax are applicable. I tested this by purchasing a pair of trainers from Diadora for £200, they arrived in two days from Italy without any request for duties or taxes
As if additional evidence of the insanity of the BREXIT was needed. And here the grifters grift, a nice little earner for HMRC, add in a few layers of difficulty to make people give up. It would be so simple (and decent) to create a realtime system with the major couriers to give as well as take, when appropriate. It seems to work when they want our money.
One of the many tragedies of brexit. Similarly most Europeans can't be bothered purchasing from previously excellent UK sites anymore due to those extra import duty fees. Sad. 🙁
After 6 or more months, Fedex is chasing me for customs, although initially package was dropped at my door without asking to pay anything for it. In my case being honest didn't payed off. I have returned the package, Ebay had sent my money back. I have informed Fedex that package was returned and after that call they started to chase me for customs to be payed. Now I have Debt collecting agency asking to pay as well. Next time I will accept the package and wont say a word. There was no proof the package was actually delivered other than me emailing them that I have returned the package. Fedex=utterly messy company.
I'm founder and director of TNETS Global, one of the world's largest customs brokers. This video is the best explanation I have seen of any customs process bar none. Kudos to Starsky! Welcome to our world, and thanks for helping to make sense of at least a small part of it. Irrespective of one's views on Brexit, HMRC could and should have been way better prepared for the post-Brexit realities, as the government as far back as 2017 was saying, deal or no deal, there will be customs declarations.
Praise indeed from someone who obviously knows this inside out. Thanks and pinned :) feel free to share 😂
Letter from HMRC approving my claim just arrived. Followed all the advice on here and it worked like a charm, so thank you very much for taking the time to do this.
Mate this is possibly the most important video for every single person in the U.K. today , I know at least 20 people of the top of my head who have complained about this and in fact every one of them gave up and let it go ..
you la are a Leg-end 👌👌👌👌
I almost did... nightmare. I just happened to notice the CHIEF named on an MRN pdf after giving up on it once I’d managed to decipher the EORI from the DUCR... 😂 not kidding it’s a joke. UPS never gave me the correct info and customs basically said ‘tough’.
You sir are a hero and a gentlemen for posting this and being so clear and thorough. I tried working this out myself and didn’t come anywhere near as close. I can’t thank you enough for the time and hassle you saved me and I’m sure many other people. Cheers!
I just wanted to say a big thankyou for this guide! I'd almost lost all hope of getting my import duty back that I was wrongly charged after spending 6 months getting nowhere. After following this tutorial, I received my letter this morning confirming that I would have the money deposited back into my account within 3 working days! So a HUGE thanks buddy, I'd almost written it off!
thanks a lot for such a useful video in my miserable condition. HMRC is not at all being helpful in such regards, I really appreciate the gentle man for the video. I shall start the process now in appropriate manner. i was cracking my head past a week for such information. thank you man
Your first video that I've struggled with. Absolutely essential stuff, thank you so much for trying to make sense of this sh*tstorm.
Epic and utter capital Sustain level! It reminds me of "The 12 Tasks of Asterix, task number 8: Find permit A38 in the place that sends you mad..."
A simple formality, right...
I did not truly understand this part of the cartoon as a child. I do now. :D
Jupiter Ascending has something similar where she’s trying to get her ID. Sort of felt
Like I was in a surreal world. Still not got the money or anything approved so it may not be the end of the story!
@@StarskyCarr Haha, I almost forgot about Jupiter Ascending. Please keep us updated! Important "duties" we are talking about! :D
I can't thank you enough. This has been soooooo fucking confusing. You have saved me and everyone else here a hell of a lot of work. Love the music at the end 😉
Just brilliant - i would have given up in the first few hours without your help. Perfect video.
Thank you thank you thank you. Brilliant summary so helpful. It was impossible to understand the Gov website. They obviously want to deter ppl from requesting refunds.
I'm in the Netherlands and bought something from UK. Tracking told me it was "handed over to customs for evaluation" (or some such). Feared delay and extra charges but in the end it arrived after three days in limbo. So unnecessary; I think most of us will look locally in future. Related: the amount of acronyms is off the charts!
Thank you for this!
I bought an engine part from a seller on eBay who gave absolutely no hint in the listing that it was a German company and that the part would be shipped from there. Just getting the information from the seller that I need to ship the item back (EORI number and the product code for the item) has been a nightmare already. Can't wait to get going on the HMRC refund. Needless to say, the surprise email from UPS asking for the import duty and their extortionate handling fee has turned what seemed like a good price on eBay into a farce. Will have to be more vigilant in the future.
they take our money easy enough - they should be able to refund the money the same way.... nice video run through mate - it will help some i hope
I had to return an item to a European manufacturer for a warranty repair which I purchased prior to Brexit. It was a minefield attempting this process without being charged for sending it back and the manufacturer paying out for returning it. They said that it's an absolute nightmare when selling to the UK. And it got stuck at the border for nearly a month on the way out for no reason that I can fathom. Was Kafka the policy advisor?
This is madness.
Great video, bookmarked for future reference. FYI, DV247 basically import to themselves in the UK from Germany so when I bought something from them recently any applicable taxes and duties are billed to their office in the UK by the courier while the item was just delivered to me. I would assume the return would go back to the UK office too. It's a shame Thomann aren't doing it the same way. Good stuff!
Bax do it like DV247 so no problems with the either.
The reason it is so difficult is to encourage people to give up thinking it's too much hassle. If it was easy, then everyone would be reclaiming money owed and the treasury would have to think of another way to crowbar cash from our pockets. I'm just looking into getting the emergency tax paid on my pension withdrawal and have already had my first "not me mate" email.
Not my problem... get used to it 😂
Starsky Carr just you wait 'til you get old, you rotter, I'll be laughing then!
Actually, no. I'll probably be dead. 😒
@@TheDavidPoole haha I was actually referring to the ‘not me mate’ response!! But yeah... I’m defo a rotter 😀
This is crazy. How much must all this cost the buyer, the shop, the courier and HMRC in admin time and cost combined?!? There should be a much better system than this
There was (cough single market cough)
Yeah! there should be some kind of unified market with a simplified tax system each country trusts,
maybe even a community of countries that have more open borders..
oh wait... xD
So glad we took back control. Thank you for making this video.
What happens if the item has been delivered and then they send you a letter after demanding the money?
You need to pay. You owe the VAT, import duties and admin fees. No way out I'm afraid. I've had a fair few things that have come through then received the invoice later.
Hey :) I bought some clothing items, and I am r returning them, accept for one piece of 4. Can I claim back
The costs of the returned items in the same way?
Would this process work for goods being taken outside of the UK and EU? Also, if retailers such as Apple, will provide their courier details to their customers, for in-store purchases?
A system fit to make anyone go postal
Hey can you help me I bought a custom made producer desk I’ve waited 3 months it’s due to be sent next week (24th march) it’s free shipping but obviously I have to pay the 20% so is that all I need to pay just my 20% and it will be delivered it’s an expensive item
Thank you so much!! Total sanity saviour!
Glad it helped!
Do you know what would happen if the company has a UK returns address?? Do I need to send back to the European address or is it acceptable that I am simply not keeping the items?
I've no idea.. I guess the VAT is due back, but someone needs to pay the import duty as it's still in the UK. You'll loose the admin fee.
i recently bought a custom made clone of my dog from the US. In order to receive my item i had to pay £49 tax and duty . The item i received didn't match the description and i returned it to the US. How do i get a refund of the tax and duty i paid ??
@Frank W I recently spent 30 seconds reading a 'joke' that didn't match the description. How do I get my time back..?
Hi mate I can't find the form could you send it to me :(
I wonder how long they take to give you refunds, having been charged German VAT for an item then UK VAT and import duty on top when the item value was in fact below threshold so not liable for charges at all, I made a claim but have not had an acknowledgement let alone refund 3 weeks on.
I got mine around 5 weeks after I posted it.
I am just glad I don't live in UK.So I don't have to deal with all this 😅. I feel bad for you guys.
Just stumbled on your video after trying to simply get my customs and duty money refunded after returning an item back to a German retailer too. Wow this is painful. In my case i spent all day yesterday trying to get help from UPS just for the basics but gave up with them. After speaking to 8 different people, im still no further forward. It appears the forms have change a tad since your video. on the Representative or declarants details, im now asked for UPS's details but beneath that asks for an EORI number. Starts with GB and then requires 12 characters. UPS have no idea what that is. After googling i can only guess its MY EORI number? these also a 'Place of import' box to complete. This apparently is a name of port, airport or Postal port. Again lost on this one.. Also also asks for an MRN number but i managed to find an MRN number on some paperwork which arrived with my item.
That’s the issues I had. You don’t need an EORI - they told me the wrong form. The other doesn’t or at least didn’t require it. I’d double check the forms they’ve told you to complete. The kids at HMRC are thrown in at the deep end and don’t have the best training it seems.
@@StarskyCarr think I found the right form. Now I’ve got to wait 5 weeks to see it my claim is correct. Lol how crap is this system
Wait what if I don't want to return the item, as I'm happy with it but I just want a refund for my import tax the courier took. What should I do
Haha... I don't think they legislated for that, but I've no idea if they actually track what goes back or not
Hi a friend of mine bought a dinghy from a NZ company for £1700, the vendor shipped it to the UK using there preferred courier DHL, on arrival into the UK my friend was charged another £400! Import tax from DHL, can he claim any of this back from HMRC?
No, that's import duty and there's no avoiding it. The big difference with Brexit is that we're now charged it from goods from the EU whereas they never incurred it previously. It was always the case for the rest of the world though.
@@StarskyCarr goodness me that is such a large amount to pay as a percentage. Thanks for the reply.
@@StarskyCarrforget to ask! I have a uncle who lives in NZ, could i get him to buy the same boat and get him to post it to me as a gift and thus avoid the import duty?
@@thegemhiveantiquejewellery796 yeah... the main portion will be VAT. @ 20% is £340 plus import duties normally 2-4% plus admin costs.
@@thegemhiveantiquejewellery796 gifts only cover the value up to £139
Can I do the same with USA & Canada?
Yes I think so. They’re the same as EU now as far as customs is concerned.
Is this video only for items you are returning? What about if you keep the items?
You can’t get a refund. You have to pay the duty.
I hope HMRC have a large in tray !
hahaha it never gets emptied - ever dealt with them? honestly in 20 odd years of self employment i have come across 2 or 3 useful helpers... such a waste of our money
It’s just a ballache, isn’t it? I’ve just had to say no more buying from outside the UK now, because it’s too much hassle. Shame really, because there are always things you can’t get here.
A very restrained rant! :-) This is the epitome of Bureaucracy gone mad. As you say, it's an absolute disgrace and HMRC and the UK Gov should be thoroughly ashamed and get their fingers out to make it easier to deal with the EU. As it is, I've only bought one thing from the EU - a JJaspers stand which was not available in the UK - so hopefully none of the electrics will go wrong :-) :-) :-) and I won't have to return it. But going forward, alas, for synthy gear over £135, the EU won't be on my list.
Haha... I thought about a full on mental breakdown on camera.. but maybe some useful info might actually help. .. ? ... yes I restrained myself :)
Could have used this a few weeks back when I wanted to return a faulty 2600 to Thomann but ran into a HMRC brick wall and ended up having to keep it.
Will file it for the future - thanks.
It was a real pain... and I've still no idea if I'll get my money refunded!
Thank you
this could easily turn out to be your most watched video 🔕
Haha I thought so too!
Hi, thank you so much for posting this!! My situation is bit different, I paid all the charges to the online seller based in Italy and they did a partial refund and they are saying duties are non refundable. Can they keep the duties for a returned item? Can I claim it from HMRC? Really appreciate your advise. The online company is not helpful. Thank you!
duties should be paid back, import admin fees form the courier are lost (usually about £15).
Congratulations! You've now created a situation where you have to work for money that is rightfully yours in the first place....good luck getting out this mess.
Pro tip: I think that the people on the other side of the North Sea have some sort of a union or agreement with each other to abolish these practices....you may want to join them /jk
Surely this is comedy! You should read it with Monty Python voices. VERY useful video thanks Starsky.
Cheers, hope everything’s Ok with you.
Thanks.....saved as essential!😽
Let's hope you never have to use it!
Thanks for posting this mate, very useful information. Is the process the same when the seller has collected the Duties & VAT at the time of payment? I didn't have to pay the courier on delivery as the company in Italy I bought off had included the duties in their purchase price but doesn't refund them, so I have to go to HMRC for that. By the way did you get your refund in full?
I think so… as it’s HMRC that has the funds, and yea I got a full refund.
Did you get a refund if the Italy company paid for the duties?
I got a full refund because I found a fault with the article. What I also found out is that if items are of European origin then no duties or tax are applicable. I tested this by purchasing a pair of trainers from Diadora for £200, they arrived in two days from Italy without any request for duties or taxes
You hero, thank you
I was looking for a way to get some of my money back, but now I'm thinking "ah f***, jusk keep the money"
I sent a gift to France worth 30£ and stile got charged VAT , yup , all this rules are just lies ….
Thank you so much, you are an hero. This country is a joke. God Save the Queen.
Dead straight forward then. :| Damn I hope I never have to return anything to Thomanm
OMG this is crazy
As if additional evidence of the insanity of the BREXIT was needed. And here the grifters grift, a nice little earner for HMRC, add in a few layers of difficulty to make people give up. It would be so simple (and decent) to create a realtime system with the major couriers to give as well as take, when appropriate. It seems to work when they want our money.
One of the many tragedies of brexit. Similarly most Europeans can't be bothered purchasing from previously excellent UK sites anymore due to those extra import duty fees. Sad. 🙁
For f**ks sake! So much for less bureaucracy! Insanity.
Only Britain Soldiers On
After 6 or more months, Fedex is chasing me for customs, although initially package was dropped at my door without asking to pay anything for it. In my case being honest didn't payed off. I have returned the package, Ebay had sent my money back. I have informed Fedex that package was returned and after that call they started to chase me for customs to be payed. Now I have Debt collecting agency asking to pay as well. Next time I will accept the package and wont say a word. There was no proof the package was actually delivered other than me emailing them that I have returned the package. Fedex=utterly messy company.