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Customs & International Shipping

Who pays customs duties and taxes on shipments outside the EU?

Customs duties and taxes in the destination country are usually paid by the recipient, before delivery. They aren't included in the shipping price. If the recipient refuses to pay, the costs fall on the sender, along with any return costs.

Customs & International Shipping

Which countries require customs clearance?

Every shipment to or from a country outside the European Union, such as the UK, the USA or Switzerland, goes through customs, as do some special territories, such as the Canary Islands. For these shipments, you fill in the proforma when booking.

Packaging and Protection

How do I pack a parcel properly?

Use a sturdy cardboard box, ideally double-wall, sized to fit the contents. Wrap fragile items, fill any gaps and seal the box with packing tape. Suitcases not in a box, bags and items wrapped only in plastic film carry a packaging surcharge.

Cancellations & Changes

Can I cancel a shipment and when do I get my money back?

Yes, until the courier collects the parcel. Request the cancellation through the contact form. Once City Sender confirms it, the full amount is refunded to the payment method you used, within 15 days. After collection, a shipment can no longer be cancelled.

Cost & charges

What happens if I declare the wrong weight or dimensions?

The courier may weigh and measure each box again. If it finds a higher weight or larger dimensions than you declared, it re-invoices the shipment. City Sender lets you know in writing and, if the difference is charged to you, it must be paid within 3 days.

Cost & charges

What is volumetric weight and how is it calculated?

Volumetric weight reflects how much space a parcel takes up: length × width × height in centimetres, divided by the courier's divisor, usually 5000. For each box, you are charged the higher of the actual weight and the volumetric weight.