Frequently Asked Questions

Why have I received a SMS and e-mail notification to pay Duties & Taxes online?

The SMS and e-mail contain a link which will direct you to our payment portal. You can make Duties and Taxes payments which have been levied on your import shipment via this online payment portal.

Where can I get a copy of the Duties & Taxes (GST) invoice or Customs paperwork?

By clicking the link provided in the SMS or e-mail, it will direct you to our payment portal. In payment portal, you are able to view or print the Duty & Taxes invoice copy and customs paperwork before making a payment.

I have deleted the SMS or e-mail received; could you please resend it to me to proceed with the online payment?

Mr/Mrs not an issue and we can have the link sent to you if you can please provide me your email id so that the same can be shared with you. Please contact our customer service hotline 1800 111 345/ 1 800 200 1345 (Toll free)

The goods aren’t what I expected can I return them and get a refund of the paid Duties & Taxes?

Unfortunately ’a change of mind’, ‘how they fit’, or ‘simply not liking them’, is not a refund circumstance under the legislation.

How is the duty calculation done?

Duty is calculated on the Customs value of the goods. The duty rate is dependent on the commodity imported.

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

Mr/Mrs since you have imported goods over the internet please note in India if shipment falls under a dutiable commodity, duty and taxes will be applicable for the same also the same will be available on the site from which the shipment is purchased.

The goods I've received are a gift or a sample. Why do I have to pay Duties and Taxes?

Retailers (Internet and Catalogue) will usually include advice regarding the likelihood of import duties and taxes in their shipping information pages.
To confirm this you may wish to check the Terms & Conditions of your purchase or contact the retailer.

How could I deduct TDS if I make the Duties & Taxes payment online?

The online payment mode does not allow any TDS deductions. The entire Duties & Taxes invoice amount needs to be paid.

What are the available options to make a payment?

You can pay the Duties and Taxes invoice online by clicking the link provided in the SMS/e-mail notification from DHL or Cash/Demand Draft on delivery

What happens if the sender wants to pay the Duties and Taxes?

The sender has the option of nominating to pay the destination Duties and Taxes on the Waybill and Commercial Invoice. This wasn’t done if you’ve been invoiced for the Duties and Taxes.
However these charges can be reversed to the shipper if they confirm to DHL Express in writing that they’ll accept the charges being reversed to them. This service can only be utilized in case the shipper has a valid DHL Express trade account.

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