Frequently Asked Questions

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

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.

I’ve purchased goods over the Internet, why do I have to pay additional charges?

Although you ordered and purchased the goods online, the goods are still subject to an import procedure to clear the shipment through customs. Clearance depends on:

The country of origin
The value including transport charges
The quantity of goods
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 aren’t what I expected can I return them and get a refund of the paid Duties and Taxes?

Unfortunately ’a change of mind’, ‘how they fit’, or ‘simply not liking them’, is not a refund circumstance under the legislation.
However, as an alternative option if you re-export the imported goods (return them to the shipper), subject to certain conditions, you may be entitled to a drawback of the duty paid upon assessment and approval from local authorities.
For information on Drawbacks, go to the customs document relating to the Duty Drawback scheme: http://pustaka.customs.gov.my/kms/index.php/en/customs/cp/97-english?start=10

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

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.

What additional charges can I expect following customs clearance?

Depending on value and the type of goods imported you may expect the following:

Customs import duties (percentage of shipment value and transport charges)
Local tax
DHL Advance Payment surcharge
Any regulatory charges, if applicable

What happens if the sender wants to pay for 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.

What is availability of FPX services?

Currently FPX service is available 24 hours daily at most of the FPX participating banks.*Depending on the participating banks’ internet banking service availability.

Where can I get a copy of the Customs paperwork?

Click on the link provided in the DHL E-mail or SMS that you received, it will direct you to DHL payment portal
Click on the icon “Pay Now”
Click on the button: ‘Click here to initiate the download of your Duty/Tax (Service Tax) Documentation’
Click on the button: ‘Click here to retrieve your Duty/Tax (Service Tax) Documentation’
Recover the ZIP file and extract the TIF files to save on to your personal computer
Open the images with Microsoft Paint or similar imaging system

While making payment using FPX, I have received an error / unsuccessful message. However, the money has been deducted from my bank account. What should I do?

In the event that your account has been deducted but the transaction was unsuccessful for some reasons, your money will be credited back into your account by your Bank. You can contact your Bank for the reversal status by providing the FPX Transaction ID or Merchant Order No. as a reference. You may also provide the screen shot of your payment that displays the FPX Transaction ID or Merchant Order No.

Is my transaction via FPX really secure?

FPX uses high standards of authentication and certification to ensure all transactions are secure.

What are the available payment methods?

Online: Click on the link provided in the DHL E-mail or SMS that you received, it will direct you to DHL payment portal which you could make your duty payment online.

Need Assistance?

General Support