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    I'm getting a package from outside the EU, and I've paid some fees for it. Can I get those fees back?

    If you receive a package from a country outside the EU, there will be costs involved. This includes VAT, import duties, and handling fees from the postal or courier service.

    But what if there's been a mistake in calculating these costs? Or if you have returned the product? You can think of the following types of situations:

    • The value of the product is lower than the value used to calculate the costs.
    • You have an exemption from VAT and import duties (for example, for a gift or due to a move), but this has not been taken into account.
    • You have already paid the VAT and import duties when ordering from an online store. Now the postal or courier service is charging you the same costs again.
    • You ordered something from an online store, but you don't like the product and have returned it.

    We will explain how you can get these costs refunded.

    My situation is the following:

    • I have returned the package to the seller and paid the handling fees, VAT and/or import duties to the postal or courier service.

      Ask the postal or courier service to submit a request to Customs to invalidate the import declaration for your package. This request must be made within 90 days of making the import declaration.

      If we accept the request, the postal or courier service will refund the amount you paid for VAT and/or import duties to you.

      Handling fees are charged by the postal or courier service for filing the declaration. If you want to know if you can get those fees back, please contact them.

    • I have returned the package to the seller and paid the VAT and/or import duties in advance to the seller.

      Have you already paid the excess VAT and/or import duties in advance to the seller? In that case, do not request a refund from the postal or courier service. Contact the seller to have the amount refunded.

    • The postal or courier service has charged too much VAT and/or import duties.

      How to have the postal or courier service submit an objection

      Ask the postal or courier service to submit an objection to Customs. This can be done within 6 weeks after the costs have been charged to you. If we agree to the objection, you will have the excess amount refunded by the postal or courier service.

      How to have the postal or courier service request a refund

      Have the 6 weeks already passed? In that case, an objection can no longer be submitted. However, you can ask the postal or courier service to submit a refund request. This can be done within 3 years after the costs have been charged to you. If Customs agrees to the refund request, you will have the excess amount refunded by the postal or courier service.

      How to submit your own objection or request

      It may happen that the postal or courier service asks you to submit your own objection or request. They will provide you with the import declaration number and, if necessary, an authorisation. The postal or courier service can explain this process to you.

      You should send the objection or request to us by post. In the letter, please include:
      • the reason why you disagree with the amount charged.
      • if it’s a refund request, mention that you are making the request based on Article 117 of the Union Customs Code (UCC), as excess import or export duties have been charged.
      • a copy of the receipt for the product.
      • an authorisation from the postal or courier service (if you have received one) along with the import declaration number.
      • a copy of the invoice from the postal or courier service.
      • a copy of the proof of payment to the postal or courier service.
      • your name, address, and signature.

        • Send the objection or request to:

        Douane
        Postbus 3070
        6401 DN  Heerlen
        Please note!

        Make sure to include all the above information in your objection or request; otherwise, we will not be able to process it.

        When will I receive a response?

        You will receive a response to your objection within 6 weeks. If it is a refund request, you will receive a response within 120 days.

    • The postal or courier service has charged you the wrong amount for handling fees.

      You can ask the postal or courier service how to get these fees refunded.

    • I have already paid VAT and/or import duties to the seller in advance, and now I've paid them again to the postal or courier service.

      You can use your proof of payment from the postal or courier service to request a refund of the excess amount from the seller.