Frequently Asked Questions

Upon receipt of your instructions, DHL will hand over clearance paperwork to your clearing agent at a breakbulk fee of Ksh 3480. Storage charges shall equally be applicable at a rate of USD 0.25 per kilo per day after 3 days from date of arrival. The fees can be paid Online or through MPESA.

Duties and taxes are most typically not included in the price of the goods you purchase online. When purchasing goods online, some or all of these goods may not originate in the country you reside in. When goods are not shipped domestically (within your country) or within a single customs union, such as the European Union, you are liable to pay any inbound duties and taxes which your local customs authority deems appropriate. To ensure the DHL courier can deliver your goods in shortest possible transit time, when we enter your country, DHL pays the customs authority immediately on your behalf for any duties and taxes that are due on the goods. DHL only releases the goods to you upon the full repayment of any duties and taxes that were paid on your behalf.

The goods shall remain uncleared and if there is no request from the shipper for the taxes to be reversed to them or for the return of the goods back to origin within 21 days from date of arrival; DHL is obliged to then move the goods to the Customs Warehouse where it will be stored for a period before being disposed off. Additional warehouse rent shall be payable to Customs once the goods are moved to their warehouse.

Once the payment has been made and allocated to the shipment, customs will then release the shipment within 24 hours (if the value of the shipment is less than 1000USD or weight less than 70kgs) or allow for further processing (for those with values above 1000USD or weight greater than 70kgs). In either of these scenarios, DHL will update the tracking system accordingly or a DHL Service Advisor will make contact with you.

You will not be paying to DHL any further shipping costs. Rather, you will be asked instead to pay customs duties, taxes and other import charges related to customs clearance in your home country, as per local regulations.

Every country has limitations for imported goods that are used for personal use. This is to avoid misuse, and to distinguish imports for personal and commercial use.

Whether a shipment is a gift or not, it must still go through an import procedure as determined by custom’s law in the destination country. The shipment is cleared through customs based on the origin country, the value and quantity, but not its purpose. You will need to pay customs duty and taxes only if the value of the gift is above a stated local threshold.

Online or by phone through MPESA paybill number 954500 a/c (indicate airwaybill number here)