Customs charge from UK website

HelenDW

I’m just wondering if anyone can help. I ordered an item from a UK based (owned by the hut group) large company UK website, it was at a reduced price but still nearly £250. There have been numerous issues with the delivery of it. It took 4 weeks for dispatch, then when it was on its way I was given tracking information from America. I have continually chased their customer services for updates, reasons for the delay, why was it coming from America etc and was told there shouldn’t be a customs charge. I have now received a customs fee to pay. I have complained about this but wanted to check where I stand legally. If something is ordered within the uk, surely all taxes etc are supposed to be included? There was no indication on ordering that the item would be sent from outside the uk. 

Obviously I’m never ordering from this company again. If the item was full price I would have cancelled ages ago. This customs charge effectively takes away the discount they were giving, which is hugely misleading at a minimum.
many thanks

Sandtree

There are plenty of multinational companies that have a UK entity but fulfilment of orders is done from a non-UK location, there are plenty more non-UK companies people mistake for being UK based because of a ".co.uk" domain or such when in reality they are overseas.

Without seeing the website/item its difficult to really speculate too much, some do declare such things in their FAQs or delivery/returns page etc others dont but you can see such comments on the likes of TrustPilot.

Ultimately anything package over £135 is by default the importer's liability for import costs, T&Cs can say the merchant will pay/reimburse but still HMRC will in the first instance pursue the importer. Given we now have many more countries we have to pay taxes from checking

HelenDW

The company is look fantastic. Very much a uk based company, and owned by the hut group who I believe have their hq in Manchester. Again a uk parent company. Their t&c’s briefly touch on items potentially being fulfilled by an overseas warehouse, but makes no mention of who is liable for customs under these circumstances…….I thought if you paid vat on purchase you shouldn’t then have to pay customs as this is effectively being taxed twice?

user1977

HelenDW said:

Their t&c’s briefly touch on items potentially being fulfilled by an overseas warehouse, but makes no mention of who is liable for customs under these circumstances

This bit's reasonably clear:

"If your delivery address is within the United Kingdom, no additional taxes will be charged to you."

Sandtree

user1977 said:

HelenDW said:

Their t&c’s briefly touch on items potentially being fulfilled by an overseas warehouse, but makes no mention of who is liable for customs under these circumstances

This bit's reasonably clear:

"If your delivery address is within the United Kingdom, no additional taxes will be charged to you."

The OP hasnt said which company they bought from, only that its part of the Hut Group? Are you certain all Hut Group companies use the same T&Cs?

HelenDW said:

Their t&c’s briefly touch on items potentially being fulfilled by an overseas warehouse, but makes no mention of who is liable for customs under these circumstances

Law in the UK, and most countries, is that its the importer's liability so unless it says otherwise or the order is under £135 then you would be. Matters are different if @user1977 is correct and there is another term saying no additional taxes.

Thrugelmir

A good reason to buy from a shop on your local High Street in future. 

user1977

Sandtree said:

user1977 said:

HelenDW said:

Their t&c’s briefly touch on items potentially being fulfilled by an overseas warehouse, but makes no mention of who is liable for customs under these circumstances

This bit's reasonably clear:

"If your delivery address is within the United Kingdom, no additional taxes will be charged to you."

The OP hasnt said which company they bought from, only that its part of the Hut Group? Are you certain all Hut Group companies use the same T&Cs?

They said it was Lookfantastic, whose terms are here.

Manxman_in_exile

Does "no additional taxes" mean no customs duties etc?

user1977

Manxman_in_exile said:

Does "no additional taxes" mean no customs duties etc?

I'm not sure what else it could mean, given the context.

born_again

HelenDW said:

I’m just wondering if anyone can help. I ordered an item from a UK based (owned by the hut group) large company UK website, it was at a reduced price but still nearly £250. There have been numerous issues with the delivery of it. It took 4 weeks for dispatch, then when it was on its way I was given tracking information from America. I have continually chased their customer services for updates, reasons for the delay, why was it coming from America etc and was told there shouldn’t be a customs charge. I have now received a customs fee to pay. I have complained about this but wanted to check where I stand legally. If something is ordered within the uk, surely all taxes etc are supposed to be included? There was no indication on ordering that the item would be sent from outside the uk. 

Obviously I’m never ordering from this company again. If the item was full price I would have cancelled ages ago. This customs charge effectively takes away the discount they were giving, which is hugely misleading at a minimum.
many thanks

Who is asking for the custom fee?

Alderbank

Thrugelmir said:

A good reason to buy from a shop on your local High Street in future. 

Agreed. Provided the OP lives in Lancaster then the Look Fantastic shop is indeed on their High Street. It is located at 17 Dalton Square in the heart of the Lancashire city.
Facebook describes it as 'Lancaster's hidden gem'