Horze import charges?

[SussexbytheXmasTree]

I ordered a Rambo Duo bundle off them (£425) and the item has been delivered after chasing up. Now I’ve got to fill in a customs form from DHL.

At the time of ordering I don’t recall anything about customs or extra charges. I wouldn’t have ordered from them if I’d known. Looking back it is Horze international no Horze UK.

Does anyone know if I’ll have to pay charges? Skimming the gov.uk site gave me the impression I could be getting a hefty bill.

 

[teapot]

Think it's up to individual companies now as to how they fufil their orders. Some factor in the costs into pricing, some absorb them, some only ship from UK warehouses, some will allow for customs charges to be whacked on the buyer pre delivery...

Anything on their website?

 

[SussexbytheXmasTree]

I’ve just found the order email confirmation (my receipt is through PayPal) and it doesn’t say anything about customs in the terms and conditions attached. I think I did order it through Horze UK but the receipt is Horze International. I’m not sure if it is a formality or whether I’m liable for charges.

 

[CanteringCarrot]

Horze is based outside of the UK, so I would think you'd have to pay. However, I couldn't find any info on their website. Usually I can find this info on most sites under "shipping and delivery" or something like that. I don't bother ordering from the UK anymore because I don't care to deal with it/pay extra, quite frankly. If you didn't pay during check out, then usually it is payment upon receiving the item/going to DHL to pay or paying an invoice.

 

[SussexbytheXmasTree]

Horze is based outside of the UK, so I would think you'd have to pay. However, I couldn't find any info on their website. Usually I can find this info on most sites under "shipping and delivery" or something like that. I don't bother ordering from the UK anymore because I don't care to deal with it/pay extra, quite frankly. If you didn't pay during check out, then usually it is payment upon receiving the item/going to DHL to pay or paying an invoice.

It has a co.uk website so I’d not expect to be paying import costs.

 

[CanteringCarrot]

It has a co.uk website so I’d not expect to be paying import costs.

I'm not sure that has anything to do with it though. ?

 

[CanteringCarrot]

However, they claim to have switched to a new system of sorts. They're response times and customer service has been a bit lacking lately (my order from 25 Oct still hasn't shipped and it's been a pain to get to the bottom of it). Could be a glitch? But I really don't know if the co.uk has any impact or not.

 

[LJF0664]

I ordered a coat from them and it has been held by parcelforce because it has customs charges on it. When I finally got a response from Horze they acknowledged that it was a mistake, and they are currently dealing with a lot of them (it stated vat included on the website, so their cock up). They suggested that I pay the charge and they would refund me, but given how long it took to get a response, I do not trust them at all. Once Parcelforce send the parcel back to them, they have said they will process my refund, but if not I will persue it through PayPal and Amex. Utterly crap company, I wouldn’t even consider using them again

 

[SussexbytheXmasTree]

However, they claim to have switched to a new system of sorts. They're response times and customer service has been a bit lacking lately (my order from 25 Oct still hasn't shipped and it's been a pain to get to the bottom of it). Could be a glitch? But I really don't know if the co.uk has any impact or not.

I’m not sure whether it makes a difference legally but it infers the company is based in the UK to a lay person. I may not even be liable for costs alive been asked so far is to put a value on the custom form.

 

[[59668]]

I'm having trouble too. I track my order and it says something about the order being electronically generated but not picked up from the seller yet.

 

[MotherOfChickens]

I’ve not paid anything extra for Horze items this year-last thing was September.

 

[SussexbytheXmasTree]

I ordered a coat from them and it has been held by parcelforce because it has customs charges on it. When I finally got a response from Horze they acknowledged that it was a mistake, and they are currently dealing with a lot of them (it stated vat included on the website, so their cock up). They suggested that I pay the charge and they would refund me, but given how long it took to get a response, I do not trust them at all. Once Parcelforce send the parcel back to them, they have said they will process my refund, but if not I will persue it through PayPal and Amex. Utterly crap company, I wouldn’t even consider using them again

Unfortunately I can’t send back the item because I’d used it before I got the customs form sent to me. I sent a chasing email for my order to customer services which they didn’t reply to and miraculously it suddenly got shipped and arrived a couple of days later.

 

[teapot]

I’m not sure whether it makes a difference legally but it infers the company is based in the UK to a lay person. I may not even be liable for costs alive been asked so far is to put a value on the custom form.

Horze.co.uk website does state all orders come from the Netherlands though?

https://www.horze.co.uk/shipping/shipping.html

 

[SussexbytheXmasTree]

Horze.co.uk website does state all orders come from the Netherlands though?

https://www.horze.co.uk/shipping/shipping.html

Does everyone read the entire website every time they order something especially from a well known company with a UK web address and I think UK VAT registered?

 

[little_critter]

Does everyone read the entire website every time they order something especially from a well known company with a UK web address and I think UK VAT registered?

Not the whole website, no. But I do usually click on the shipping page to check costs and expected timings. The statement that it’s shipped from the Netherlands is straight under the shipping charges table.
Unfortunately I think the onus is on the customer to be aware of their own country’s laws, it’s not up to the retailer to be an expert in every country’s laws and warn the customer about how the transaction might affect each and every customer.

 

[CanteringCarrot]

Does everyone read the entire website every time they order something especially from a well known company with a UK web address and I think UK VAT registered?

Yes (but for me .de website), ever since Brexit. There are some companies I know that are in DE or NL, some I wasn't so certain about and I used to order from the UK, so now I just read their shipping section on their website to make sure. I'd possibly be more careful about this within the UK because many things can come from the EU. Totally just my thoughts and way of doing things though. Horze is also not a UK based company in my mind anyway, so I'd be checking.

I do think it's on the customer, but can see how they could possibly not realize. I am not sure if Horze is UK VAT registered.

 

[SussexbytheXmasTree]

Not the whole website, no. But I do usually click on the shipping page to check costs and expected timings. The statement that it’s shipped from the Netherlands is straight under the shipping charges table.
Unfortunately I think the onus is on the customer to be aware of their own country’s laws, it’s not up to the retailer to be an expert in every country’s laws and warn the customer about how the transaction might affect each and every customer.

I’d say the opposite - it wouldn’t be that hard to put in the customer journey a warning about customs charges and as they have a fair bit of custom in the Uk (UK particularly being unique as just left the EU) then it could automatically pick up UK charges and ask if you still want to continue with the order. However I admit I can’t recall whether there was anything presented in the transaction anywhere that I didn’t read or didn’t notice. I just will be more careful in future and won’t be ordering from Horze. Lesson learnt.

 

[little_critter]

Yes (but for me .de website), ever since Brexit. There are some companies I know that are in DE or NL, some I wasn't so certain about and I used to order from the UK, so now I just read their shipping section on their website to make sure. I'd possibly be more careful about this within the UK because many things can come from the EU. Totally just my thoughts and way of doing things though. Horze is also not a UK based company in my mind anyway, so I'd be checking.

I do think it's on the customer, but can see how they could possibly not realize. I am not sure if Horze is UK VAT registered.

The vat number on the .co.uk website is a German vat number.

 

[Keith_Beef]

I ordered a Rambo Duo bundle off them (£425) and the item has been delivered after chasing up. Now I’ve got to fill in a customs form from DHL.

At the time of ordering I don’t recall anything about customs or extra charges. I wouldn’t have ordered from them if I’d known. Looking back it is Horze international no Horze UK.

Does anyone know if I’ll have to pay charges? Skimming the gov.uk site gave me the impression I could be getting a hefty bill.

If you ordered from a website with a .co.uk address, you could reasonably believe that the goods were supplied from within the UK.
Who thinks to check the VAT number and knows how to recognise from the format of the number that it is not a UK number? OK, you might think it's German when you find the number below a German postal address and the number begins "DE" (this info is buried in the page https://www.horze.co.uk/terms-conditions).

If it really is sent from the continent, then your Rambo Duo bundle at £425 might be liable only for VAT and not for any additional customs duties or taxes. In this case, you should not have been charged German VAT at 19%. You would be invoiced UK VAT at 20% plus an "administrative fee" by ParcelFarce... I don't know how much that is, but probably around £15 - £20, which equates to around 3.6%. So in the end, you'd end up paying a little bit more than if it had been supplied from within the UK.

But I just took at look at what I think you might have ordered, at this page:
https://www.horze.co.uk/medium-heav...ble-neck-100g-100g-300g-under-rug/327004.html

It clearly states "£386.95 £429.95 Price includes VAT", so I think that really there is something wrong here... I'd like to believe that it's an honest mistake on the website. If I was charged UK VAT and administrative fees on top of the cost of the order, I'd be chasing the retailer for a refund of both the UK VAT and the administrative fees.

 

[teapot]

Does everyone read the entire website every time they order something especially from a well known company with a UK web address and I think UK VAT registered?

I check shipping/P&P at the moment especially if I haven't purchased in a while, so I don't get stuck in a customs situation! Same reason why I never purchase from the US.

 

[Keith_Beef]

I check shipping/P&P at the moment especially if I haven't purchased in a while, so I don't get stuck in a customs situation! Same reason why I never purchase from the US.

I buy things from the US about once every six months or so; I expect to pay the VAT when the goods arrive, but this is offset by the much lower price or simply the fact that the object might not even be available over here. Even after paying extra shipping, VAT and admin charges, my Ryobi nail gun from the US was half the price I would have paid if I had bought it in France.

Last week I was in Canada, so I got my daughter to order three Dickies work shirts and a USB cable for me; CAD35 and free shipping to her address for each shirt, rather than about €60 + €8 shipping each to my address.

 

[mariew]

I'd expect to be charged vat if buying for more than 135 from Europe now unless it says anything to the contrary, a bit like what is the norm for the US. I have always assumed horze was Dutch so would have guessed a tax bill would end up in the post. Joys of Brexit :/

 

[COldNag]

I just had a quick look.... tried to go through process of ordering a rug. There's nothing obvious to tell me I'm ordering from outside the UK. Prices are in £, and unless you open the Ts and Cs (and honestly, how many of us do that, especially if it's a brand name we well recognise, I know I don't) then I wouldn't know to expect it's coming from overseas, and wouldn't be expecting extra charges.

Last time I bought from overseas I did know I was buying kit from France, it was on a French website but it was not long after things had changed and it just never occurred to me there would be customs. My bad.... I had to cough up when DHL billed me accordingly. With the horze.co.uk site, you'd be forgiven for thinking it wasn't shipped from overseas unless you looked properly.

 

[SussexbytheXmasTree]

I check shipping/P&P at the moment especially if I haven't purchased in a while, so I don't get stuck in a customs situation! Same reason why I never purchase from the US.

I’ve only once purchased from a US site and it was obviously a US site as it was in dollars as well as sterling.

There isn’t anything on Horze shipping details to suggest customs charges might apply although it does say it’s exported from the Netherlands. However I went through a Google ad direct to the rug and checkout not to the Horze main page where the detail is there if you scroll right down to the bottom through numerous ads. Tbh I didn’t even realise it wasn’t a UK company at the time of ordering as I’ve never used them before but they had the bundle I wanted in the right size which was hard to find.

 

[MereChristmas]

I can’t help with the import tax situation but I have bought from Horze.

I didn’t have any extra charges as the cost was less than £40. I don’t know the limit for import tax.

I didn’t realise the goods would come from Europe and was surprised the tracking showed a centre in Europe, I forget where, then to a centre in the UK. The delivery time was about 10 days.

The delivery was bad too. I designated a ‘double garage’ as the delivery place. The parcel was delivered to an outside kennel at a neighbour 200 yards down the lane.

I don’t think I will use them again.

 

[SussexbytheXmasTree]

I can’t help with the import tax situation but I have bought from Horze.

I didn’t have any extra charges as the cost was less than £40. I don’t know the limit for import tax.

I didn’t realise the goods would come from Europe and was surprised the tracking showed a centre in Europe, I forget where, then to a centre in the UK. The delivery time was about 10 days.

The delivery was bad too. I designated a ‘double garage’ as the delivery place. The parcel was delivered to an outside kennel at a neighbour 200 yards down the lane.

I don’t think I will use them again.

Having since looked it up it is on purchases over £135 and charged a total 20% so with that and handling fee I’ve probably got to pay over £100 extra which is frankly disgusting especially as I didn’t get notice of the potential charges until after it had been delivered and used so didn’t have the option of refusing. It’s very underhand.

 

[Keith_Beef]

Having since looked it up it is on purchases over £135 and charged a total 20% so with that and handling fee I’ve probably got to pay over £100 extra which is frankly disgusting especially as I didn’t get notice of the potential charges until after it had been delivered and used so didn’t have the option of refusing. It’s very underhand.

You may be able to simply refuse to accept delivery and get the things returned to Horze, and not pay extra vat and admin fees.

You'd then need to fight Horze to get a full refund, but using the argument that it was not clear that there would be extra vat and admin fees might help.

 

[SussexbytheXmasTree]

You may be able to simply refuse to accept delivery and get the things returned to Horze, and not pay extra vat and admin fees.

You'd then need to fight Horze to get a full refund, but using the argument that it was not clear that there would be extra vat and admin fees might help.

They delivered the parcel which I opened and used and then sent me the customs form via email a few days later so I didn’t get a chance to refuse. The value Horze have put on the documentation is is £100 more than I paid online.

 

[Keith_Beef]

They delivered the parcel which I opened and used and then sent me the customs form via email a few days later so I didn’t get a chance to refuse. The value Horze have put on the documentation is is £100 more than I paid online.

There's definitely something wrong, then, if the declared value doesn't even correspond to the cost of the goods plus shipping. Are you sure that the declared value is in Pounds Sterling? £425 would be about €500 - €510, depending on the exchange rate used.

Your post reads as if it is Horze that is claiming the UK VAT from you, after having already charged you that at the time of ordering. If it really is Horze that is chasing you for this amount, and not the delivery company, you could write to the company's customer service address to explain the situation and get the charge cancelled on the grounds that you've already paid the VAT.

 

[tristar]

as a rough calcuculaion, i worked out i would be paying 300 quid per 1000 quids worth of goods imported to an eu country from gb

messed things up up nicely , must be affecting gb exports