International FAQs

There are a few more considerations when sending parcels overseas. Below, we answer all of your queries about international shipping, from duties and taxes to restricted countries, so you can send with ease. If you have a question that you can’t find an answer to, please get in touch with our Customer Service team who will be able to assist.


Use our International tracking for any parcels sent using our Worldwide Air or Road Economy services. 

Please note, you will need to wait 24 hours after collection / drop off to view tracking. 

You will need to provide a customs invoice with any parcels sent outside the UK. 

During the booking process, we'll collect all of the information we need to generate a customs invoice which will print with your shipping label. 

Pleas ensure that you attach the copies of the printed customs invoice securely to the parcel. 

It is our policy not to carry any Dangerous Goods, Prohibited or Restricted Items or Valuable items. Please check our list of international restricted and prohibited items before making your booking. 

This list  is not exhaustive; it exists as a rough guide only. Please check our claims policy, terms and conditions or get in touch with us for more accuracy.

IOSS (Import One Stop Shop) is designed for UK businesses and marketplace sellers shipping goods to EU customers valued under €150. 

Once your business is IOSS registered, VAT can be collected from buyers (your customers) at checkout and paid on EU sales by submitting a monthly EU VAT return. 

If you sell through an online marketplace, they are likely to have registered for IOSS. You can enter the IOSS number of the marketplace when placing your booking

An Economic Operators Registration and Identification (EORI) number is needed by any business that is sending shipments to and from Europe. 

If you do not have a unique EORI number given to your business, you can apply for one here

Tariff or commodity codes are an international standardised system of numbers used to classify traded products. 

The information is used by customs officials at customs clearance points across the world. Using a number to describe what is in the shipment means there is less confusion with vague descriptions and language barriers. 

Customs use the tariff code, value of goods and origin of goods to calculate the duties to be paid so it’s important you fill in this information accurately.

To find the accurate tariff code for items inside of your shipment, visit the Government website.

When booking your international delivery, you must provide a full and accurate description of each item inside your parcel. 

Poorly described items could be detained by customs for further examination and delay delivery.

When writing a description, follow these 3 golden rules: 

1. What it is?  
2. What it is made from? 
3. What is it used for? 

There are two types of customs invoices: pro-forma and commercial. 

A pro-forma invoice is used when sending items to a recipient free of charge, for example a gift or personal item. 

commercial invoice is used when sending items that have been  sold to the recipient. The reason for export would be 'Commercial Sale' or 'Commercial Sample'.

We’ll automatically generate the correct type of customs invoice  based on the information you provide when completing the booking form.

Duty is a tax on goods imposed on imports and exports. 

Import VAT is an in-country tax paid when receiving goods from abroad. 

Duties and taxes are imposed by countries to generate revenue, protect local industries against foreign competition, or both. The duties and taxes are usually paid before the goods are released from customs.

Duty and tax amounts are calculated off the individual items inside your shipment depending on:

1. The item's value

2. Country of manufacture

3. Tariff code

Customs officials assess duties and taxes, otherwise known as customs fees, based on information provided on the customs  invoice.

There are two options for paying duties and taxes: Delivered Duty Paid (DDP) or Delivered Duty Unpaid (DDU). 

Delivered Duty Paid (DDP) means you take care of all customs, duties, and fees upfront before shipping goods to your recipient in an EU country. 

Opting for DDP is a smarter choice for your recipient, sparing them from unexpected charges.

Delivered Duty Unpaid (DDU) means your recipient pays all customs, duties, and fees after their goods reach the destination country.

Local customs get in touch with your recipient, who then settles any outstanding charges before their goods are released for delivery. 

Customs holds parcels until payments are received. Failure to pay may lead to parcels being returned, delayed, or, in certain cases, destroyed.

We are unable to send parcels to the following countries: 

- Belarus
- Cuba
- Iran 
- North Korea 
- Russia 
- Syria
- Ukraine

This list is not exhaustive and is subject to change at any time.

You can send up to 25kg internationally, with maximum dimensions of 120 x 60 x 60cm.

Don't have scales to hand? You can use our volume calculator to work out the volumetric weight of your parcel - just enter your parcel's length, width and height.  

If your parcel is heavier or larger than what you initially told us when booking, there might be an extra charge (this includes an admin fee) and the delivery to your recipient will be delayed. 

Your parcel will travel thousands of miles and will be handled at various stages throughout its journey. Packaging your parcel correctly can avoid delays and damages in transit. For safe transit follow these three rules:

1. Wrap each item inside the parcel individually
2. Protect the contents with a strong container
3. Seal the container with strong tape

Don't use black plastic outer wrapping or place your label inside an envelope as our sorting machines won't be able to read the barcode.

For more advice, check out our packaging guide.

You can send to Germany in 2 days or USA in 3 days. To view the transit times for your destination, click here

When sending parcels to Europe, you can choose either a  'road' or 'air' service. With our road service, parcels are transported into Europe by ferry whereas our air service uses planes. 

When time is of the essence, our air service is best with delivery starting from 2 days. However, if you are happy for it to take a little longer then you can save money by using our road service. 

We provide £50 contents cover for international parcels for free, with the option to upgrade your cover up to the value of £1,000 for a small extra cost. It's also worth checking our restricted and prohibited items lists to make sure we can cover what you're sending (bear in mind that the country you're sending to may have its own list of restricted items).

No, we do not allow any food or drink to be sent internationally.