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?

Duties and taxes are consumption taxes. The customs office of the importing country will often assess and levy duties and taxes on items imported and purchased from foreign countries. As a legal principle, it is important that the declared value of imported goods is accurately reported to avoid customs clearance delays and in some cases, Fines & Penalties. A copy of the original invoice and proof of payment, if requested, can be sent to kyimports@dhl.com (please include the Waybill No. or Tracking No. in the subject line of the email).

I believed the price included all charges; why wasn’t I told I’d have to pay additional charges?

Retailers (Internet and Catalogue) may include information regarding the likelihood of additional charges for import duties and taxes on their shipping information page. To confirm, you may wish to check the Shipping Terms and/or Terms & Conditions of the retailer.

The additional charges have made my online purchase more expensive than purchasing locally!

Sometimes this is the case. Products sold by overseas retailers may appear cheaper because they do not include Duties and Taxes.

The goods I’ve received are a gift or a sample, why do I have to pay Duties and Taxes?

Gifts imported to the Cayman Islands will attract duties and taxes, and are payable as guided by Customs Authority in Cayman Islands.

How is the calculation done?

Duty is calculated as a percentage of the customs value of the goods which is dependent on the commodity category. DHL charges a Disbursement /Advance Payment fee to process your package and pay Customs & Border Control on your behalf.

Total due is the sum of: Duty + Cayman Islands Government charges (Package Tax & Warehouse Fee)+ DHL Disbursement/ Advance Payment Fee

How do I pay?

You can pay your invoice via the following options:

Online: Pay securely online via our trusted payment portal using the link provided in your customized SMS or email notification
In-Person: Pay by credit/ debit card or cash at our Service Centers, 131 MacLendon Drive, George Town, Grand Cayman

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

The shipper has the option of nominating to pay the destination Duties & Taxes on the Waybill and Invoice. If you have received an invoice for Duties & Taxes, this option was not selected by the shipper. These charges can be reversed to the shipper, if the shipper confirms to DHL Express in writing (email: KY.Finance@dhl.com) that they accept the charges being reversed to them. This service can only be utilized in case the shipper has a valid DHL Express trade account.

General Support

www.logistics.dhl/ky-en/home.html

Call: +1 (345) 949-8575 ext. 42404, 42403 or 42405 for our Customs Clearance Team