Customs Charges

Shipments from one EU country to another do not incur customs charges. 

However customs duty can be imposed on imported goods between other countries. The charges are based on a number of variables over which we have no control and as such we are unable to tell you of prospective charges due to significant variations from country to country. Please contact your local customs office for more information about customs charges specific to your country. 

Customs fee reimbursement:

If your order is subject to a customs charge you can contact Fruugo Customer Services to submit a claim for reimbursement. You will need to pay the customs charge first and provide proof of the charges to successfully claim

To make a claim go back a page and use our interactive Help Centre to answer a few questions and get started.

If you cancel and return your order and have incurred a customs charge:

Customs charges will not be refunded in this instance, however, you can contact your local customs office who may be able to support you in claiming a refund directly from them.

If you return your items for a refund after being reimbursed for a customs charge:

We will only be able to refund you up to the total value of your original order and will therefore deduct the already reimbursed customs charge amount from this refund. We will provide you a proof of return in case you’d like to claim back the VAT from the customs authorities of your country. 

Customs Clearance Delays

Customs clearance is a necessary procedure in permitting goods that are transported to a country. The process normally takes a matter of minutes or hours but it can take longer if the goods are chosen for inspection or during peak traffic times (i.e. Christmas).

Our estimated delivery timescales do not include customs clearing times.

Prescriptions for Import

Some items require a prescription for import into your country. In the event this is required for the parcel to be released to you, please contact us and we will endeavour to assist you. Fruugo does not accept any responsibility for this situation.