Since the Brexit transition period ended on 31st December 2020, the UK is no longer part of the European Union Customs Union (EUCU). As our Promotion fulfilment centre is located in the United Kingdom, our shipments must now cross the new UK-EU Customs Border in order to reach customers who live in EU countries.
This change has caused significant disruption for couriers, who were already experiencing disruption from border closures and restrictions related to COVID-19 during the last week of December, part of their peak seasonal period. As a consequence of these circumstances, we are experiencing some challenges with shipments, that in some cases, may manifest as one or both of the scenarios below:
- Delays to shipments
- The consignee being contacted and asked to pay VAT and an Import Fee before their shipment is released (shipments to EU countries)
We apologise for any concern or inconvenience this may cause to some customers. We are working very hard with our couriers to resolve these issues and hope to return to a more normal situation over the next 1-2 weeks.
1. If your shipment has been affected by delays:
- Your claim has been approved but it's been 21 days since you received your shipping confirmation
- The tracking information shows that your shipment is still in transit
- You have not received your shipment
Please allow up to 14 additional days for your shipment to arrive.
2. If you live in an EU country and have been contacted by customs and asked to pay VAT and an Import Fee for your shipment, please contact our support team via LiveChat and they will help get your shipment released, without any charge to you.
When you contact Support
Please provide support with the following information:
- The Tracking Number for your shipment (this begins 1ZW and can be found in your shipping confirmation email. It is also included in email correspondence you receive from UPS)
- The email address used when you submitted your claim
Thank you for your patience and understanding
The PFU EMEA team