Frequently asked questions
If you’re already working with us – or in the process of engaging our services – you may be looking for more detailed guidance on your active shipments, returns or customs processes.
See our FAQs below for more information.
Frequently asked questions
Why should I pay for the VAT and duty?
Since the value of your parcel is higher than the threshold set by HMRC (135GBP), HMRC will charge you on VAT and duty.
This means that any item purchased with a value exceeding 135GBP will be subject to charges. As a customs broker, we collect the applicable VAT and duty on behalf of HMRC.
How can I know when my parcel will be sent back to seller?
We do the bulk return. It may happen twice every three months depending on volumes. Unfortunately, we cannot provide the return tracking no. You need to contact your seller on the tracking of the returned parcel.
Please note that the return can only be arranged on the premises that your seller is willing to cover the returning fee. Otherwise, CCL will reserve the right to dispose the parcel.
When will I receive my order?
You will need to contact your courier company or track it using their tracking website.
Can duty and VAT be paid via deferment account?
If you wish to use deferment, first contact CCL CS (cs@ccllhr.com) and we will provide a form which should be filled out and returned.
Please also note that the deferment account will only apply to future shipments once the form has been returned, as the current shipments have already been cleared and are awaiting payment.
Please authorise customs agent Customs Clearance Limited (CCL) under your Government Gateway.
How to do it: https://www.tax.service.gov.uk/customs/payment-records
Once here, you need to click “manage your account authorities”.
Add an authority:
CCL – Customs clearance Limited
CCL EORI GB720660854000
This will allow us to use your deferment when the change to CDS takes place and below email should be sent.
What can I do to receive payment notification to different email address?
We clear customs and notify consignees of the payments as per data provided by the supplier. Going forward if you wish to receive notifications to a different email address than already provided, please kindly contact your supplier, and take it up with them as this needs to be amended at the source and correct email address provided at the time of export. We are unable to monitor/ update future records.
My ePay submission has failed. What can I do?
If you are facing ePay submission failures, we may be experiencing some IT issues – meaning we are unable to notify some of the consignees of awaiting import charges.
Therefore, please contact CCL CS (cs@ccllhr.com) and provide your parcel number and you will be notified as soon as the link is available.
What can I do if I cannot pay via link?
If you are experiencing difficulties using “pay these charges now” button you can alternatively make a bank transfer to the following quoting payment reference.
Account Holder: Customs Clearance Limited
Account Number: 11544055
Sort Code: 40-25-01
IBAN: GB56HBUK40250111544055
Swift/BIC: HBUKGB4115J
Can you please provide the commercial invoice?
As we are customs broker, we do not hold details of your PO/Commercial Invoice number.
If this is needed to process the invoice, please request a commercial invoice from your shipper.
How can I get a refund of my order/purchase?
Unfortunately, you need to contact your seller for the refund. CCL as customs broker is unable to refund your purchase.
What can I do if the value of my order used for clearance is not correct?
Please be advised that as a clearing agent we clear customs based on the data provided by the shipper in datafile (this includes commodity code, country of origin and the value). However, if you feel like it was declared incorrectly based on the information provided by the shipper, and you have been overcharged, you still need to pay the charges and claim it back it by using C285 form.
How to apply for a repayment of import duty and VAT if you’ve overpaid (C285)
Please be advised that this cannot be amended once entry has been submitted.
Can I apply PVA for my order?
To set up PVA instructions, first contact CCL CS (cs@ccllhr.com) to verify if your account is suitable for PVA application. If so, we will provide a form which should be filled out and returned to CCL CS (cs@ccllhr.com).
Please also note that PVA will only apply to the future shipments once form is returned as the ones in hand are already cleared awaiting payment.
My payment deadline has expired. What can I do?
The payment link has been extended for you.
If I do not want to receive more payment notifications, what can I do?
If you do not wish to receive the parcel, please ignore the reminders as these are obligatory for us to send as per the agreement with the shipper. Once the shipment runs its full course in our warehouse it will be actioned, and it cannot be expedited.
What can I do if I need documents related with my order?
Enquiries regarding delivery, copy commercial invoice, details of supplier, and email address amendment, you need to email CCL CS (cs@ccllhr.com).
Quoting GLS tracking number from the notification
Please note that CCL as a customs agent is not responsible for delivery services.
If I need to claim for a refund. What can I do?
Customs Clearance Limited has provided service of clearing the goods into the country for which services you were invoiced accordingly.
Please be advised that import charges payments are made into HMRC at the time of the clearance and CCL recollects owed funds.
As customs broker, we are unable to refund for this inconvenience unless instructed by the shipper.
How can I change my delivery address?
Your parcel is currently in customs awaiting processing. Depending on local regulations, if local postal delivery is not possible the package may/may not be returned.
We recommend the recipient contact their local postal delivery service to see if they may be able to offer some assistance.
Please provide an example of the information to be submitted on ePay to pay Duty and VAT.
Payment Reference: CCL123456
Amount Due: 12.34
Still have questions?
If you’re still unsure, get in touch and one of our cross-border logistics experts we will be back in touch.
