Some customers have recently been charged in error by UK customs, even when their order is under £135. This isn’t supposed to happen, and we’re actively investigating the issue.

Here’s what to do if this happened to you:

1. Pay the charges to receive your parcel.

2. Download and complete form BOR286 from HMRC:

• Get the form here

3. Send the form to HMRC along with proof of your parcel’s value (like your order confirmation).

You’ll then receive a refund directly to your bank account from HMRC.

We’re so sorry for the inconvenience—this isn’t the experience we want for you, and we’re doing all we can to get it resolved. If you need help with any part of the process, our team is here for you:

0034 9656 484 68
0044 208 064 0474

Or, chat with us via the 'let's chat' button on each page of our website.