Because of the UK exiting the European Union on 1st January 2021, we will have a transitional period where there may be some temporary changes to our shipping and delivery processes to our international customers. We've outlined all the details below, and please feel free to contact our Customer Service team if you have any further questions.
Temporary Changes For International Customers
Customers ordering from an EU country
Because of the Brexit transition, we are experiencing unexpected carrier delays when processing international orders. We are investigating this and hope to have this issue resolved soon.
As always, you will receive an email confirming when your order has been dispatched. We do apologise for the inconvenience and hope to be running fully and smoothly once again soon!
Customs & duty
Beginning 1st January 2021, orders from EU countries with an order value over €150 will be subject to import duty. Roka London pays all import taxes and duties on your behalf but we are aware that recently some of our customers have been contacted by our carrier partner, DPD, and asked to pay charges for the parcel to be delivered. That is an error relating to Brexit transition process changes and we are working with DPD to ensure they resolve it as quickly as possible.
In the meantime, if you are contacted by DPD and a duty payment is requested, then you will need to pay the charge to release the order for delivery. Please then contact us on 07393598647 or email@example.com with proof of your duty payment and sort a refund quickly. We do apologise for this inconvenience and thank you for your patience and continued support.
Returning your item
Beginning 1st January 2021, returns from EU countries will be subject to UK VAT (20%) for goods valued at £22 or more and EU customers will now be required to complete customs declarations to import the goods into the UK. In addition, import duty may be payable on goods valued over £135. Roka London pays all import taxes and duties on your behalf. Please contact the customer services team at 07393598647 or firstname.lastname@example.org with proof of payment of duty and VAT and we will reimburse you. EU customers will continue to be responsible for paying carrier costs as per the existing return process.
Customers ordering from Northern Ireland
We are expecting some delays in orders being received in Northern Ireland as the new systems and processes are established. If your order is delayed for any reason, our carrier will contact you to confirm the delay and new estimated delivery time.
Customers ordering from the Rest of World (Non-EU)
Due to Brexit, we are currently experiencing a delay with international orders being processed. We are looking into this and hope to have this issue resolved soon. In the meantime, you can still place an order with us, but it may take longer to arrive. You will be notified by your courier when your order is dispatched. We do apologise for the inconvenience, and hope to be operating fully and smoothly again soon!