Customs, Duties & Taxes
Calton Brown Ltd, Company No. 17230415. Effective 13 October 2026. Read this with section 7 of our Shipping Policy.
Import duties and taxes may apply when an international order arrives. They are set by the customs authority of the destination country, not by us or the carrier, and they depend on factors such as:
- the country of origin of the products ordered;
- local VAT and sales tax rates;
- local import duties and taxes;
- the value of the order and the destination.
Our prices and delivery charges do not include them. Where they apply, they are payable by the recipient to the carrier or to customs. This is known as Delivered Duty Unpaid.
Do I need to pay duties and taxes?
Possibly. Whether anything is due depends on where you live and the value of your order. Some countries charge nothing on low value parcels, and others charge import VAT or duty from the first item. We cannot tell you in advance whether you will be charged, so we recommend checking with your local customs authority before you order.
How much will it be?
We cannot calculate it for you, because customs sets the amount when your parcel is processed. It is usually a percentage of the value of the goods, sometimes including delivery, plus import VAT or sales tax where your country charges it. Carriers such as DHL may also add a handling or clearance fee for collecting the charges. Your local customs authority or the carrier can give you an estimate.
How and when do I pay?
The carrier will contact you by email, text message or a notice at the door, usually with a payment link or a request to pay on delivery. Some countries require payment before the parcel is released for delivery. Please pay promptly so that your parcel is not held or returned. The payment is made directly to the carrier or to customs, not to us.
Is VAT charged?
Calton Brown Ltd is not currently registered for VAT, so our prices do not include VAT, and we do not add UK VAT to your order. Your destination country may charge import VAT or sales tax when the parcel arrives, as described above.
My package is stuck in customs
Customs clearance, and any inspection by the authorities, is outside our control and the carrier’s. Most parcels clear within a few days. A parcel is usually held for one of these reasons: customs needs an identification or tax number from the recipient, duties or taxes are waiting to be paid, the address or telephone number is incomplete, or the parcel has been selected for a routine check.
- Check your tracking for a message from the carrier. If customs or the carrier has asked you for information or payment, please respond promptly.
- Pay any duties or taxes requested as soon as you can. The parcel cannot be released until they are paid.
- Only the recipient can ask the local customs authority about the status of a parcel. If you wish to, contact them using the tracking reference in your dispatch email.
- If your tracking has not moved for 5 working days, email orders@caltonbrown.com with your order number and tracking number. We will contact the carrier and work with them to resolve it, although we cannot pay charges or clear the parcel on your behalf.
Please tell us as soon as anything arises in connection with customs. We will do our best to help, and the earlier we know, the more we can do.
What if customs refuses to release my parcel?
If customs refuses to release your parcel after we have worked with the carrier to resolve it, email orders@caltonbrown.com with your order number and we will refund you in full, including delivery, unless the refusal was caused by information or payment you did not provide, or by your refusing the parcel.
What if I refuse the parcel or do not pay the charges?
A parcel that is refused, or that is held and not collected because charges were not paid, will be returned to us or may be abandoned by the carrier. In those cases we treat the order as cancelled. Once the parcel is back with us, we refund the price of the goods, less the carrier’s direct cost of returning the parcel to us and any duties, taxes or fees we have had to pay on that shipment. Where the law entitles you to a refund of standard delivery, we refund it. If the carrier or customs retains or destroys the parcel, we will assess the position under section 11 of our Refunds, Returns & Cancellations policy and your statutory rights.
I think I have been charged incorrectly
If the amount looks wrong, do not ignore the notice. Email orders@caltonbrown.com with your order number and a photograph of the notice, and we will help you query it with the carrier. Declared values and product descriptions are shown on the customs paperwork, and we can confirm them.
Can I get duties and taxes back if I return my order?
We do not collect duties or taxes, so there is nothing for us to refund. If you paid duties or import taxes on delivery and then return the goods, you may be able to reclaim them from the customs authority of your country, because you were the importer. Ask your local customs authority how the process works. On request, we will send you written confirmation of the return to support your claim. See section 8.8 of our Refunds, Returns & Cancellations policy.
Can you lower the declared value or mark my order as a gift?
No. We declare the true value and description of every parcel, as the law requires. We cannot lower the value, change the description or mark an order as a gift, for any reason.
Questions
Email orders@caltonbrown.com for anything about customs, duties and delivery. We aim to reply within 2 working days.