DHL Global Payment Portal    

Frequently asked questions

If this is the first time you've received a Duty/Tax Invoice from DHL Express you may need a few questions answered.
We hope this section provides all the information you require, but if you have any further questions please don’t hesitate to contact us.
I've purchased goods over the internet. Why do I have to pay additional charges?
Imported goods valued at over SGD 400.00, inclusive of Cost, Insurance and Freight (the “CIF” value) and any applicable duties, will require formal customs entry and are subject to 7% GST. Duty is applied only to intoxicating liquors, tobacco products, motor vehicles and petroleum products. A comprehensive guide to internet purchases can be found on the Singapore Customs website: https://www.customs.gov.sg/businesses/importing-goods/import-procedures/importing-by-post-or-courier-service
I thought the price I paid included all charges. Why wasn't I told about the additional charges?
Internet and catalogue retailers usually include advice regarding the likelihood of import duty and tax in their shipping information pages. Please check the retailer’s shipping notes, terms and conditions of your purchase, or contact the retailer directly.
What about GST relief?
Non-dutiable and non-controlled goods imported by air courier services with a total CIF value below SGD 400 are granted GST relief. Imported goods with a CIF value of above SGD 400.00 are subject to 7% GST.
The goods I've received are a gift or a sample. Why do I have to pay Duty/Tax?
Unfortunately, there's no duty/tax concession for gifts or samples.
The goods aren't what I expected. Can I return them and get a refund of the Duty/Tax paid?
Unfortunately change of mind, fit, or disappointment/dissatisfaction is not a justifiable refund condition under the Singapore Customs legislation.

However, if you export the imported goods (return them to the shipper), subject to certain conditions, you may be entitled to a refund of any duty paid. Please refer to the customs website under "Refund of Taxes". https://www.customs.gov.sg/businesses/importing-goods/import-procedures/importing-by-post-or-courier-service#RefundOfTaxes
What happens if the sender wants to pay the duty/tax?
The sender has the option of paying destination duty/tax. If this wasn’t done then you’ve been invoiced for the Duties and Taxes.

However, these charges can be reversed to the shipper if the shipper confirms to DHL Express in writing that the charges may be reversed. The shipper must have a DHL Express trade account in good standing to utilize this service.
What is the Advance Payment?
An administrative charge (Advance Payment) is applied to any import for which DHL advances duties, GST or regulatory charges on behalf of receivers with whom DHL has no contractual business relation (e.g. private consumers). DHL assumes the financial risk of non-repayment, and the charge is applied based on the credit advanced, subject to a standard minimum.
How is the Advance Payment calculated?
Minimum SGD 20.00 or 5% of GST (whichever higher) to a maximum of SGD 100.00.
What are the available payment methods?
  1. You may pay online using the link you received in our SMS or email. This is the best and fastest method of payment.
  2. Or you may pay at a DHL Service Point when you collect your shipment. This option is also available via the link in our SMS or email.
  3. Or you may pay by cash or check when the courier delivers your shipment.
Where can I get a copy of the Duty/Tax (GST) paperwork?
Click the Retrieve Duty/Tax Document button at the bottom of the Payment page. Follow the instructions to save the document in your computer.


Contact & Support

Further advice and assistance on Duty/VAT Charges

For general information and enquiries:

For Delivery related enquiries (e.g. Arranging delivery timing):

For GST related enquiries:


The Duty/Tax (GST Charge Enquiry team can be reached on business days (Mon-Fri) between the following hours:
Singapore Standard Time: 9AM to 5PM*
* Hours are based on Standard Time excluding DST

For consumer information and advice:

For Singapore Customs information please refer the Singapore Customs website.

This website will give you comprehensive information on importation and any applicable fees

Visit www.customs.gov.sg or call the number +65 6355 2000