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Frequently asked questions

Find answers to common problems in our FAQ pages.

If this is the first time you've received a Duty and VAT invoice from us then you may have some questions that you’d like answering before you pay it. This could be an unexpected bill and you may be unsure what it is or how it is calculated.
We hope that by reading the most frequently asked questions everything will become clear, but if you have any other questions that we haven’t covered, we’ll be happy to help.
I’ve purchased goods over the Internet, why do I have to pay additional charges?
Generally, all goods coming from outside the European Union must be declared to the Customs Authorities. This declaration leads to customs duties and/or VAT to be paid.
I believed the price included all charges; why wasn’t I told I’d have to pay additional charges?
The vendor of the goods should be able to inform you on customs duties and/or VAT to be paid at destination or if they are already included in the Selling price.
What about my Duty Free Concession?
Generally, all goods coming from outside the European Union are subject to customs duties and/or VAT. An exemption can be requested for returning goods (move, return of holidays, professional change,...) In this case, only "used belongings" will be accepted. No new item will be allowed.
The additional charges have made my online purchase more expensive than purchasing locally!
This can sometimes happen when prices displayed by the supplier or the reseller on its Internet site do not include transportation costs and customs duties as well as possible taxes (excise duties, for example).
I've received a gift from a relative, why do I have to pay Duties and Taxes?
Duties and Taxes have to be paid for gifts. An exemption can be requested for returning goods (move, return of holidays, professional change,...) In this case, only "used belongings" will be accepted. No new item will be allowed. Furthermore Samples and gifts are subject to VAT calculation. The only possible exception is the return of personal goods.
The goods I’ve received are worthless sample goods, why do I have to pay Duties and Taxes?
On 1 July 2021, the VAT exemption for shipments with a value of not more than EUR 22 disappeared. This means that from July 1st 2021, all goods imported into the EU will be subject to the payment of VAT. An exemption can be requested for returning goods (move, return of holidays, professional change,...) In this case, only "used belongings" will be accepted. No new item will be allowed. Furthermore Samples and gifts are also subject to VAT calculation. The only possible exception is the return of personal goods.
The goods aren’t what I expected can I return them and get a refund of the paid Duties and Taxes?
Unfortunately no. The customs administration does not accept a request for reimbursement on the simple grounds that the items ordered are not to your satisfaction, even if these articles will be returned to the sender .
What happens if the sender wants to pay for the Duties and Taxes?
If the sender did not specify it on the waybill and the accompanying invoice, the sender will have to confirm, by writing to DHL customer service, that he will pay the duties/ taxes claimed at destination. The delivery will take place after receipt of this confirmation.
How is the calculation done?
Customs duties (if applicable) and VAT calculation is based on the value of goods plus the transportation costs. Depending on the nature of the goods, the VAT will vary between 6% and 21%. All information on customs duties fees is available on the customs authorities website http://fiscus.fgov.be/interfdanl/nl/site/customs_english.htm
Why is the delivery charge included in the assessable value of the goods?
According to current regulations, the tax base must include the transportation costs. If the transportation costs do not appear on the Sender's invoice, the customs authorities will use the public tariff table given by the Transporter to estimate it.
Why am I charged an Advance Payment Fee?
An administrative charge is applied to any import of a non-document shipment for which DHL advances to Customs any duties, taxes or regulatory charges and then collects the same amount from the non-account holder at the time of delivery.


Contact & Support

Further advice and assistance on Duty/VAT Charges

For general information and enquiries:


The DHL Duty/VAT Charge Enquiry team can be reached during business days (Mon-Fri) from 09:00AM to 16:00 PM

For consumer information and advice:

For Belgian Customs information please refer to the Belgian Customs Service website.
This website will give you comprehensive information on importation and any applicable fees
Visit: http://fiscus.fgov.be/interfdanl/nl/site/customs_english.htm