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Dear EU Dixi Family,

Please find below some important information you'll need to know when you place an order with us from 1st January 2021 - familiarise yourself with this so you know when to expect additional customs charges.

We know some of these are unwelcome changes and may affect how you shop with us - and we truly appreciate your support and custom! If you currently order from outside of the EU for example if you purchase goods from the United States to be delivered to you in the EU then you may already be familiar with this. 

As you are all aware, the United Kingdom left the EU on 31st January 2020 and entered the transition period.  The transition period ended at 23:00hrs UK time on 31st December 2020 (24:00hrs EU time). This will mean small changes to the way our Customers in the EU receive their goods. All parcels will be sent by International Mail, and will have a customs declaration attached, stating the contents & pricing information. This will be standard practice for all businesses going forward.

When you ship any product out of a country, it does not officially enter the destination country until it clears customs. This means that products are held and reviewed when they first enter the destination country until they are released for delivery to the location - this is usually a very fast process of 1-2days. It is the customs office in your country which determines how much customs duty needs to be paid, NOT US; and we cannot give an exact estimate of what this will be ahead of time. 

Receiving Your Order

You will be contacted by your International Mail/customs/delivery agent who will tell you what charges are due, before the parcel can be delivered to you.  It is your responsibility, as the customer, to pay the charges due in your country.  Our understanding of these charges is:

  • Sales up to EUR €150 (GBP £135) will attract import VAT (TAX), and an international mail handling charge of approximately EUR €10 (GBP £8)
  • Sales above EUR150 (GBP135) will attract import duty and import VAT (TAX), and an international mail handling charge of approximately EUR10 (GBP8)

  • You can read more on country based handling charges here.

The import VAT (TAX) rate charged will be the standard rate in your country. 

The import duty rate charged will be as the EU Common External Tariff rate, based on the description of the goods. 

Please keep all the above in mind when purchasing & please remember, these charges are not levied by ourselves, but by each country's authorities. Please do not order if you are not happy to accept responsibility for these charges.

Returning Goods

If you return goods to us, please follow the instructions in your country.  For parcels returned to us by international mail, you will need to complete a customs declaration (form CN22 or CN23) which should be fixed to the package; this will need to include information of the goods and the price – please use the information that was on the CN22 or CN23 when you received the goods.   Any refunds will be on our sale price.  Any charges referred to above are non-refundable, as these are charged direct to you by your customs authorities.

Have a question?

If you have any queries please reach out to us and we'll do our best to help. We are a friendly bunch!


We reserve the right to make adjustments and changes to this page without notice, as any additional information becomes available to us. We encourage you to research the topic yourself and how it applies to your country prior to ordering. Please regularly check back before you place an order. This page was last updated 30/10/2023


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