INTERNATIONAL SHIPPING & CUSTOMS FAQ

Last Updated: 13 August 2026

WILL I HAVE TO PAY CUSTOMS DUTIES OR IMPORT TAXES?

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, handling charges or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping charge paid to Saint Giovanni De La Mode Ltd.

Any applicable import duties, taxes or customs charges are the responsibility of the recipient.

The amount charged will depend on the rules of your destination country, the type and value of the goods and any applicable customs requirements.

We recommend checking your local import rules before placing an international order.

ARE DUTIES AND TAXES PAID AT CHECKOUT?

Unless your checkout specifically confirms that duties or destination-country taxes are included, they are not collected by Saint Giovanni De La Mode Ltd at checkout.

If charges are due, your local customs authority, postal operator or courier may contact you before releasing or delivering your parcel.

The method of contact may vary depending on the courier and destination.

Please follow the instructions provided by the relevant courier or customs authority.

WHAT HAPPENS IF I DO NOT PAY THE CUSTOMS CHARGES?

If applicable customs duties, import taxes or other required charges are not paid within the timeframe requested by the relevant customs authority or courier, your parcel may:

• be held by customs;

• be returned to the sender; or

• otherwise be dealt with in accordance with the rules of the destination country and courier.

If your parcel is returned to us, we will review the order once the returned parcel has been received.

Any applicable refund will be processed in accordance with our Returns & Refunds Policy and applicable consumer law.

Where permitted by law, any actual, reasonable and non-recoverable costs directly incurred by us because the parcel was refused, left uncollected or returned due to unpaid customs charges may be taken into account when calculating the applicable refund.

We do not automatically deduct a fixed £50 customs-return charge.

HOW LONG WILL A CUSTOMS RETURN TAKE?

International parcels returned by customs or overseas couriers may take several weeks to reach us.

The exact timeframe depends on:

• the destination country;

• customs processing;

• the courier;

• international transit; and

• any additional checks or procedures.

We cannot guarantee a specific return-transit timeframe because the parcel is outside our direct control while being processed by the courier and customs authorities.

Once the returned parcel has been received and identified, we will process any applicable refund in accordance with our Returns & Refunds Policy and applicable law.

I MISSED MY DELIVERY AND THE PARCEL IS BEING RETURNED. CAN YOU RESEND IT?

If a parcel is returned to us because delivery was unsuccessful or the parcel was not collected, please contact us at:

info@saintgiovannidelamode.com

Once the parcel has been returned to us, we may be able to arrange reshipment.

Where the failed delivery was due to circumstances attributable to the recipient, such as:

• failure to collect the parcel;

• an incorrect or incomplete delivery address;

• refusal of delivery; or

• failure to respond to reasonable courier delivery instructions,

you may be required to pay the reasonable cost of reshipping the order.

Any applicable reshipment charge will be communicated to you before the parcel is resent.

Reshipment is subject to the parcel being successfully returned to us and any applicable destination or courier restrictions.

WHAT IF THE DELIVERY ADDRESS I PROVIDED IS INCORRECT?

Customers are responsible for checking that the delivery address entered at checkout is accurate and complete.

If you notice an error after placing your order, please contact us immediately at:

info@saintgiovannidelamode.com

Please include your order number and the correct address.

We will make reasonable efforts to update your delivery information before dispatch, but we cannot guarantee that an address can be changed once the order has entered the fulfilment or courier process.

If the parcel is returned because an incorrect or incomplete address was supplied, reasonable reshipping costs may apply where permitted by law.

WHO IS RESPONSIBLE FOR CUSTOMS CLEARANCE?

Customs procedures are controlled by the authorities in the destination country.

The recipient may be required to provide information, documentation or payment before customs will release the parcel.

Customers should respond promptly to reasonable requests from the courier or customs authority to help prevent unnecessary delays or the parcel being returned.

We are not responsible for customs processing times or charges imposed independently by the destination country's authorities, although nothing in this FAQ limits any consumer rights that cannot legally be excluded.

WILL FREE SHIPPING COVER CUSTOMS DUTIES?

No, unless we expressly state otherwise.

Where an order qualifies for a free-shipping promotion, free shipping covers the applicable delivery charge only.

International customs duties, import taxes, brokerage charges, handling fees or similar destination-country charges are not included unless expressly stated at checkout.

Please see our Shipping Policy for the full terms of any free-shipping promotion.

WHAT IF MY ORDER IS DELAYED AT CUSTOMS?

International parcels may occasionally be delayed while undergoing customs clearance.

Customs authorities may hold parcels for reasons including:

• inspection;

• assessment of duties or taxes;

• verification of documentation; or

• other local import procedures.

These processes are outside our direct control.

If your tracking shows that your parcel is awaiting customs clearance, please check for any communication from the courier or customs authority requesting information or payment.

If you need assistance with your order, please contact us at:

info@saintgiovannidelamode.com

and provide your order number.

WHO SHOULD I CONTACT IF I HAVE A CUSTOMS OR INTERNATIONAL DELIVERY QUESTION?

Please contact:

Saint Giovanni De La Mode Ltd

Email: info@saintgiovannidelamode.com

Website: saintgiovani.co.uk

When contacting us about an existing order, please include your order number so that we can assist you as quickly as possible.