Frequently Asked Questions

In Pakistan, the Advance Duties Payment notification is a service provided by DHL to inform customers about the duties and taxes applicable on their shipment before delivery. Customers receive an SMS and email containing the duty amount.
Please note, online payment options are currently not available in Pakistan due to local regulatory restrictions.
Customers are requested to arrange the payment in advance and can make the payment in cash at the time of delivery to the courier.
No payment link or bank details are included in the notification messages.

When you purchase goods online and they are shipped to Pakistan, customs duties and taxes may apply as per the regulations of the Government of Pakistan. These charges are calculated based on the type and value of the goods being imported.
These charges are not included in the price of the item you paid to the seller or online store. As per international shipping norms, such duties are to be paid by the consignee (receiver) before the shipment can be delivered.
We also recommend checking with your seller or shipper regarding these charges, as they are aware of the import process and have agreed to the terms mentioned on the Air Waybill (AWB).

The amount you paid to the seller usually covers only the cost of the goods and their international shipping. However, customs duties and taxes are additional charges applied by the Government of Pakistan on all non-document shipments arriving from abroad.
These charges are not included in the original purchase price unless explicitly stated by the seller. DHL acts as the delivery partner and is responsible for collecting these government-imposed charges before delivery.
We recommend checking with your seller if the price you paid included customs duties, or if such charges were to be borne by you as the consignee, as per the shipping terms mentioned on the Air Waybill (AWB).

If you wish to avail GST relief or claim input tax against your shipment, you must notify DHL at least one day prior to the shipment’s arrival in Pakistan. In such cases, your shipment will be held for formal clearance, and the Goods Declaration (GD) will be filed in your (the consignee’s) name, allowing you to claim GST input as per the Sales Tax Act 1990 of the Government of Pakistan.
Please note, under the standard clearance process, DHL clears shipments immediately upon arrival to avoid delays. In this process, the Goods Declaration is filed under DHL Pakistan’s name, and DHL pays the GST on behalf of all customers in a consolidated manner. Since DHL is acting as a logistics service provider, we are not eligible to claim GST refunds for individual shipments, and thus customers cannot claim input tax in this case either.
To avail GST input, formal clearance must be requested in advance.

According to the laws of the Government of Pakistan, all non-document shipments with a declared value are subject to duties and taxes, regardless of whether the item is a purchase, gift, or sample. These charges are determined by Pakistan Customs at the time of import.
If you are expecting to receive a gift or sample and wish to avail duty/tax exemption, you must notify DHL in advance (prior to the shipment’s arrival) to have the shipment detained for formal customs clearance. Any exemption is strictly subject to customs approval.
If DHL is not informed in advance, the shipment will be cleared under DHL’s standard clearance process, and applicable duties and taxes will be charged.
Please note: Even in cases where customs duties and taxes are waived, other regulatory charges such as Stamp Fee, Excise Duty, Civil Aviation Charges (CAA), handling, and bonded storage fees may still apply for all shipments processed through formal clearance.

Unfortunately, duties and taxes paid to Pakistan Customs are non-refundable, even if the goods are returned, rejected, or not as expected. These charges are imposed by the government at the time of import and are not recoverable through DHL once paid.
In such cases, we recommend that the consignee contacts the shipper or seller directly to resolve the issue, as DHL does not influence the terms of sale or product returns.

For shipments arriving in Pakistan, you can request a copy of the duties and taxes invoice or customs declaration by contacting DHL Express Pakistan through our Customer Service or by visiting your nearest DHL Express service center.

As online payment via the ADC link is not available in Pakistan, the secure payment link cannot be resent. Instead, please contact DHL Express Pakistan to explore alternative payment options.
You can email us at pk_contactcenter@dhl.com with your waybill number, and our team will assist you with the available payment methods. Alternatively, you can reach our Customer Service at +92 21 111-345-111 for further assistance.

Customs duties and taxes are assessed based on the declared value of the goods as determined by Pakistan Customs. The value used for calculation may include factors such as the cost of the goods, shipping, and insurance.
If you believe the duties are incorrectly assessed or if you have concerns about the charges, we encourage you to contact our Customer Service helpline for a detailed explanation of how the duties and taxes were calculated.