Global Payment Portal

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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.

How is the Advance Payment calculated?

Advance payment is calculated as a minimum of K29.00 plus GST or less than K1, 500 in Duties and Taxes. Any duties and taxes value over K1,500.00 @2% plus GST

I thought/believed the price I paid included all charges. Why wasn't I told about the additional charges?

Additional charges are customs charges incurred for all inbound dutiable items. These are regulatory charges

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

Additional charges are customs charges incurred for all inbound dutiable items

The goods are not what I expected. Can I return them and get a refund of the duties and taxes paid?

To obtain a refund from DHL, the items must be returned to origin within 7 days and before DHL has advanced the payments to Customs on your behalf. If it is not returned within that time frame, the duties and taxes charged must be settled. Please contact our customer service if you have any further queries on our Refund Terms & Conditions.

The goods I have received are gifts or samples. Why do I have to pay Duties and Taxes?

If the imported item attracts duties and taxes, this must be charged and paid.

What about GST relief?

If you are a registered business in PNG, GST incurred can be claimed as input credit when submitting monthly GST returns. If customer is exempted from duties & taxes, exemption letter from the PNG Internal Revenue Commission (IRC) must be provided to DHL prior to importing the goods.

What additional charges can I expect following customs clearance?

Storage charges.

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

Sender must provide the account number in the Air way bill or provide a Letter of Acceptance (LOA) authorizing the transfer of Duties & taxes to their account number. Sender must state their account number in the signed LOA.

What is the Advance Payment?

This is DHL fee for clearing of shipment

Where can I get a copy of the Duty/Tax (GST) or Customs paperwork?

Can be downloaded through a link sent to you or copy can be emailed to you by our finance team representative

Is my online transaction really secure?

Yes, very secure. Please always call us on our toll free number 1802345 or email finance team on pgexp.finar@dhl.com

What are the available payment methods?

Customer will receive a link through email notification/SMS and will be directed to a payment portal for payment. Customer may choose the preferred payment methods that are available in the payment portal to complete the payment online.

General Support

Visit Customer Service Site

Toll 1802345

pgcs.all@dhl.com

Duties and Taxes Support

imppom@dhl.com

Toll 1802345