Will import costs be refunded if something goes wrong with customs or delivery?

When importing goods from outside the EU, you pay import costs (VAT, import duties and administrative costs) on all shipments.

If your parcel is subsequently retained by customs due to import restrictions, you will not be able to recover the import costs. If there are problems with the delivery (loss, damage or address not found) after clearance, you cannot recover these costs.

If your shipment is lost or damaged during the import procedure, please contact the sender. The sender can launch an investigation. If bpost is at fault, you will be compensated up to the amount of the customs formalities in case of a tracked shipment.

Tips: if you buy something outside the EU, choose:

  • a tracked shipment: that way you can follow your shipment online
  • a registered online shop (Import One-Stop Shop or IOSS). They will ask you to pay the VAT in advance. This limits the costs and risks (import costs are not refunded in case of loss or damage) and shortens the delivery period.
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