Frequently Asked Questions

Find answers to common problems in our FAQ pages.

If this is the first time you've received a Duty and VAT invoice from us then you may have some questions that you'd like answering before you pay it.

We hope that by reading the most frequently asked questions everything will become clear, but if you have any other questions, we'll be happy to help.

I've purchased goods over the internet. Why do I have to pay additional charges?

Imported goods valued at over $75, inclusive of Cost, Insurance and Freight (the “CIF” value) and any applicable duties, will require formal customs entry and are subject to VAT/Tax fee.
You may refer to our formal publication at: mydhl.express.dhl/content/dam/downloads/il/he/rate-guide/service_and_rate_guide_for_personal_goods_shippers_il_he.pdf.coredownload.pdf

I thought the price I paid included all charges. Why wasn't I told about the additional charges?

Internet and catalogue retailers usually include advice regarding the likelihood of import duty and tax in their shipping information pages. Please check the retailer’s shipping notes, terms and conditions of your purchase, or contact the retailer directly.

The goods I've received are a gift or a sample. Why do I have to pay Duty/Tax?

Unfortunately, there's no duty/tax concession for gifts or samples. Shipments with a value over $75 require VAT and taxes to be added, if applicable.

The goods aren't what I expected. Can I return them and get a refund of the Duty/Tax paid?

You may return the good with formal export doucement SAD and order a replacement product without pay tax again

What is Duty Tax Processing?

An administrative charge (Duty Tax Processing) is applied to any import for which DHL advances duties Regulatory charges on behalf of receivers with whom DHL has no contractual business relation (e.g. private consumers). DHL assumes the financial risk of non-repayment.

Where can I get a copy of the Duty/Tax paperwork?

Click the Retrieve Duty/Tax Document button at the bottom of the Payment page. Follow the instructions to save the document in your computer.

What happens if the sender wants to pay the duty/tax?

The sender has the option of paying destination duty/tax. He need to mark DTP on the AWB.

What are the available payment methods?

You may pay online using the link you received in our SMS or email. This is the best and fastest method of payment.

General Support

mydhl.express.dhl/il/en/help-and-support.html#/contact_us

Customer Service Enquiries

1-700-707-345or *345 from mobile phone

Sun-Thu 08:00 AM to 16:00 PM.