I had to pay extra taxes/fees to Customs to get my box. Why? (EU Edition)Updated 20 days ago
The common question is "Why did I have to pay extra taxes/fees to customs to receive my box when I already paid taxes when I purchased my order from you?"
It has come to our attention that some of our EU customers are being asked to pay extra taxes and fees to Customs to receive their boxes even though taxes have already been paid.
We have double-checked that our customs declarations/information are complete and correct at all stages of our international shipping process. We have also spoken to our EU VAT Tax Partners and it seems this is also a common issue with other sellers. It is “a technical/integration issue between the shippers and the customs agencies.”
As we have already remitted the taxes we charged upon purchase/renewal to the associated government, we are no longer able to refund any extra taxes/fees charged by your Customs office starting with any boxes shipped after November 1st, 2024.
Our research has shown additional fees don't always happen, but it's been reported as a problem some sellers are facing. In the cases in which you are asked to pay extra taxes/fees, you will need to take extra actions to reclaim those costs from your government.
OwlCrate customer support will be happy to provide a full invoice for your shipment which shows taxes have been paid and lists our IOSS number. Simply email [email protected] with your OWL_ order number and they will be happy to help.
Causes of Double Taxation include:
- Non-communication of IOSS Number: The IOSS number is not provided or recognized during customs clearance, leading to VAT being charged again. (OwlCrate’s IOSS number is always included in the data file of all packages shipped to the EU.)
- Technical Issues: Differences in IT systems and tax regimes across EU member states can cause discrepancies in VAT processing
- Customs Validation Failures: Customs authorities may fail to validate the IOSS number, resulting in additional VAT charges
Overall, it seems this is mostly a technical issue on the side of the Customs authority.
Below are links to the customs agencies with the customers most affected by this issue. We suggest contacting them directly to request a refund for the double-charged tax amounts.
If you are in a country not listed above, please check your government’s website for more information.
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A note from Ozwald: Please don't yell at or bully our helpful Support Owls. They are doing what they can and understand your frustration.