Over the past few years, international shipping has become more complicated. First Brexit and, more recently, changes to US import rules have meant that unexpected charges at delivery have become more common. This has resulted in some parcels being refused at the door and sent back, simply because customers weren’t expecting an extra charge.
We know how disappointing that is for you, and it’s also become increasingly costly for us.
So we’ve made an important change.
What’s changing?
We’re now working with a new logistics partner to introduce DDP shipping — which stands for Delivered Duties Paid.
What this means for you is simple:
When you check out on our website, any applicable country-specific import duties or taxes will now be automatically calculated and clearly shown. If they apply, they’ll be included in your total order cost upfront.
We want to be honest — this might now mean a higher price at checkout for some of you.
What this means for you
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No additional charges when your parcel arrives
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No unexpected payment requests from couriers
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No awkward doorstep decisions
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No parcels refused or sent back due to unexpected duties or taxes
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A much smoother, more predictable delivery experience
And if no duties or taxes apply to your order, nothing extra is added.
Improved shipping
Working with our new logistics partner has also allowed us to reduce shipping charges to many countries and improve delivery reliability.
To enable the Delivered Duties Paid option we will ship using our new partners courier services. Couriers offer better tracking, faster delivery, and work seamlessly with prepaid duties and taxes — and in many cases these will be at a lower cost than our previous courier or postal service option.
NB. If you’re in Australia, New Zealand, Canada or Singapore, see below for further information on this.
Why we’ve made these changes
This has been a significant investment of time and cost for us, but we believe it’s the right thing to do as it helps you:
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Avoid unexpected bills when you’re parcel arrives
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Order with more clarity and confidence
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Experience fewer delays
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Pay lower shipping charges, depending on your location
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Reduce the number of parcels returned which also helps the environment
Most importantly, it gives you peace of mind — so you can focus on choosing what’s right for your skin, not worrying about what might happen at delivery.
International shipping is complex, and rules do change. But if you ever have questions, we will always endeavour to help.
Best regards
Jo & the Eczema Clothing team
If you are in Australia, New Zealand, Canada or Singapore, you will have the option of Royal Mail Tracked Overseas (RMTOS) at checkout (as well as DDP courier) as this service tends to work well in those countries and provides a significantly lower cost alternative. However, RMTOS is only available for parcels under 2kg and most importantly, if you choose Royal Mail, it does NOT come delivered duties paid so if extra tax or duty is applicable you will need to pay these when your parcel arrives.
