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. Are all import shipments subject to customs duties and taxes, do I have to pay additional charges?

Due to Turkish Customs Legislation about removal of de-Minimis of 22 € for all shipments on behalf of individuals will be subjected to tax and duties (From Europe 18% - other countries 20% over the real value of the commodity) .
Special Consumption Tax may also be occur according to the type of goods (Harmonized Tariff Schedule Code).

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.

Can DHL clear my shipment?

DHL Express may clear non-restricted, non-prohibited, personal use shipments to private individuals between 0-1500 € value and below 30 kg by paying tax. Except sample shipments on behalf of the companies (legal entities); formal customs clearance process is required. There will be duty & tax, customs service’s fees etc.

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

The payment of taxes is established based on the value of the merchandise, regardless of whether it is a gift

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

Most online sales portals offer logistical solutions in these cases that involve repayment of the money paid for the item.
The receiver cannot request the return of the duty/tax that they have paid to the Customs

What happens if the sender wants to pay the duty/tax after the package has been shipped?

The duty could be charged to the Shipper's DHL account by getting the confirmation of the payment from the shipper in writting.This service could be served before the customs clearance of the shipment is completed.

What are the available payment methods?

You can pay the taxes online through the link that we send you by SMS and / or email. This is the fastest payment method.
Or you can pay them in cash during delivery of your shipment by our courier
If you do not prefer other payment options, you can pay via wire transfer. But this payment method will delay the delivery time of your shipment due to payment approvals.

General Support

www.dhl.com.tr/tr/express.html

DUTY & VAT related enquiries

gumruk.dhl.com.tr

www.dhl.com.tr/tr/express/customs_support.html

444 00 40(Choose option 3 from menu)

kategori3@dhl.com

We are available from Monday to Friday as of 08:00 AM to 17:15 PM - GMT+3 Time.