What If My Package is Delayed/Held By Local Customs?

Usually, parcels will clear through local Customs with no issues and very limited delays. In the majority of the rare cases subject to a delay in Customs, the products are released and delivered successfully after they have been checked and allowed through. This is because the clearance via normal shipping methods (couriers or post) is handled professionally by the shipping company, and Rosegal is an experienced provider of correct shipping documentation and compliant products and packaging.

In the unlikely event that there are Customs taxes or duties applied to the package, it is the customer, as the sole importer of the goods who is responsible for paying these fees and releasing their items. 

In some cases the courier, such as DHL, will pay the fees on your behalf, then ask you to repay them upon delivering your package to you. 

Rosegal will not offer any compensation if the items are held or destroyed by Customs. This includes but is not limited to the following situations:

1. The products you have ordered are prohibited or cannot be imported into your country.

2. You refuse to pay the tax and import duties therefore the product is destroyed or sent back by Customs. 

3. You are unable to provide specific licenses/certification needed by the Customs for importing such goods into your country. 

For more information about tax and duties, please see our tax information page here.