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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?
Although you ordered and purchased the goods online, the goods are still subject to an import procedure to clear the shipment through customs. Clearance depends on:
  • The country of origin
  • The value including transport charges
  • The quantity of goods
  • Duties and taxes are most typically not included in the price of the goods you purchase online.
  • When purchasing goods online, some or all of these goods may not originate in the country you reside in.
  • When goods are not shipped domestically (within your country) or within a single customs union, such as the European Union, you are liable to pay any inbound duties and taxes which your local customs authority deems appropriate.
  • To ensure the DHL courier can deliver your goods in shortest possible transit time, when we enter your country, DHL pays the customs authority immediately on your behalf for any duties and taxes that are due on the goods.
  • DHL only releases the goods to you upon the full repayment of any duties and taxes that were paid on your behalf.
I believed the price included all charges; why wasn’t I told I’d have to pay additional charges?
You will not be paying to DHL any further shipping costs. Rather, you will be asked instead to pay customs duties, taxes and other import charges related to customs clearance in your home country, as per local regulations.
The goods I’ve received are a gift or a sample, why do I have to pay Duties and Taxes?
Whether a shipment is a gift or not, it must still go through an import procedure as determined by custom’s law in the destination country. The shipment is cleared through customs based on the origin country, the value and quantity, but not its purpose. You will need to pay customs duty and taxes only if the value of the gift is above a stated local threshold.
The goods aren’t what I expected can I return them and get a refund of the paid Duties and Taxes?
Unfortunately ’a change of mind’, ‘how they fit’, or ‘simply not liking them’, is not a refund circumstance under the legislation.
However, as an alternative option if you re-export the imported goods (return them to the shipper), subject to certain conditions, you may be entitled to a drawback of the duty paid upon assessment and approval from local authorities.
For information on Drawbacks, go to the customs document relating to the Duty Drawback scheme:
What happens if the sender wants to pay for the Duties and Taxes?
The sender has the option of nominating to pay the destination Duties and Taxes on the Waybill and Commercial Invoice. This wasn’t done if you’ve been invoiced for the Duties and Taxes.
However these charges can be reversed to the shipper if they confirm to DHL Express in writing that they’ll accept the charges being reversed to them. This service can only be utilized in case the shipper has a valid DHL Express trade account.
What additional charges can I expect following customs clearance?
Depending on value and the type of goods imported you may expect the following:
  • Customs import duties (percentage of shipment value and transport charges)
  • Local tax
  • DHL Advance Payment surcharge
  • Any regulatory charges, if applicable"
What are the available payment methods?
Online: Click on the link provided in the DHL E-mail or SMS that you received, it will direct you to DHL payment portal which you could make your duty payment online.
Where can I get a copy of the Customs paperwork?
  • Click on the link provided in the DHL E-mail or SMS that you received, it will direct you to DHL payment portal
  • Click on the icon “Pay Now”
  • Click on the button: ‘Click here to initiate the download of your Duty/Tax (Service Tax) Documentation’
  • Click on the button: ‘Click here to retrieve your Duty/Tax (Service Tax) Documentation’
  • Recover the ZIP file and extract the TIF files to save on to your personal computer
  • Open the images with Microsoft Paint or similar imaging system
  • Select the print function within the application used to open the TIF file
  • Please note the files will only open after they are saved on your computer
Is my transaction via FPX really secure?
FPX uses high standards of authentication and certification to ensure all transactions are secure.
While making payment using FPX, I have received an error / unsuccessful message. However, the money has been deducted from my bank account. What should I do?
In the event that your account has been deducted but the transaction was unsuccessful for some reasons, your money will be credited back into your account by your Bank. You can contact your Bank for the reversal status by providing the FPX Transaction ID or Merchant Order No. as a reference. You may also provide the screen shot of your payment that displays the FPX Transaction ID or Merchant Order No.
What is availability of FPX services?
Currently FPX service is available 24 hours daily at most of the FPX participating banks.*Depending on the participating banks’ internet banking service availability.

Contact & Support

Further advice and assistance on Duty/VAT Charges

For General Information and enquiries:

For Delivery related enquiries:

For Service Tax related enquiries:

For information relevant to Malaysia Customs:

Please visit Malaysia Customs website at