I was badly burned by a large order from M&S, when 3 weeks after receiving my order, I had a letter from DHL with a bill totaling 199 CHF! for customs clearance. M&S said it wasn't there problem and DHL said that M&S should learn how to create their export invoices if we "customers" wanted to avoid the charges. M&S lists every item under a different export code, so DHL clears them individually, charging 12 CHF a piece. Never again, M&S is banned from my life after that.
I hope, really hope Next doesn't end on the same terribly expensive mistake!
I noticed that on the Email, they mentioned that should there be any import duty due, they would contact me, it hasn't happened yet, so I guess I shall get away from any damage to my pockets!
"Thank you for your recent order.
Your available items have been dispatched from our warehouse for delivery by SkyNet, and should be delivered to you very soon.
To track your order, please click here.
This will take you to SkyNet's website and you will see the current status of your order.
If your order requires duty/tax to be paid, you will be sent a further email entitled: Action needed on your recent Next order | Tracking Number: xxxxx.
Please follow the instructions on that email to pay the duty, your parcel will only be delivered once this has been completed.
If you have any queries regarding your order please do not hesitate to call us on 0445 831 601.
Kind Regards
Next Direct Team"
After the email above, I received yet another email:
"Dear NEXT customer
Your shipment XXXX has been handed over to Swiss Post. Tracking number(s):
XXXX
Tracking: link provided "
The Swiss post made the delivery, I was not charged anything on arrival and so far, we are all happy!
Both orders were high in value (one over 250 CHF and the oder just under 200CHF). So, I guess, so far it is safe to say that they have change their police and are indeed paying any customs charges and duty themselves!
Should I get any surprises in the following weeks, I'll come back here to shout about it. Happy shopping!
Thank you for your e-mail, I'm sorry for the delay in my response to you.
I am sorry there is not much further information about customs duties on our site.
I can confirm that all shipments to destinations outside of the UK may be subject to import duties and taxes. In the past, all applicable duties, fees and any additional charges for customs clearance were our customer's responsibility.
However we now pay all of our customers import duties and taxes and deliver your parcels direct to your door with no customs delays and no additional charges.
I hope this resolves your query.
Should you have any further queries please do not hesitate to contact us by e-mail or telephone, 24 hours a day, 7 days a week.
Once again I am sorry for the inconvenience caused.
Kind Regards
The International Team
Next Directory
I have replied that this is not clear enough- and that customers need to know before ordering what the total cost will be- so they can make the decision to order or not depending on above! In hope ...
I was looking for a special battery and found a website which was a .ch one and thought it was Swiss so ordered. I got stung for the import fees because the item was sent from Hong Kong, it seems the site was a front for the company in Hong Kong.
The product was OK but be careful about this also!
YES! I have made several orders since my last post (almost bulk buying.. ) and absolutely no surprises.
They send you an email when it leaves their depo and when it get in the hands of the carrier and after that, once the carrier hands the good over to the Swiss Post, it gets to you without extra charges. It is all very smooth and fast!
I'm so happy not to have to deal with the nasty surprises any more!
Perhaps we ought to have a separate thread where people could list companies that have adopted this no-nonsense approach for ordering from Switzerland?
Next is also the only clothes store that I have encounter problems free.
M&S is a definitely no-no if you order anything above the customs limits... and should you dare making a big order, you are in the merciless hands of DHL or any oder currier charges (my last bill was over 200 CHF just for clearing customs from DHL, so never again from M&S).
ASOS is fast, but you stil need to pay the postman at the door, but when lacking any other choices, I just pay it!
www.iherb.com is great, if you order below 80 USD.
If any one has more to share, please do!
+1 for a positive Next experience. We ordered on Sunday night and it arrived today, even though the lead time was noted as 3 - 5 working days.
Order value of CHF 132, clearly marked on the bag. No customs charges or other fees (yet!) and none expected. Website clearly states free delivery and that all duties and taxes are paid by Next.
Next driver called my wife 5 mins before he arrived to make sure she was home.
Prices are reasonable - I bought cheapo shoes for CHF 32 that are £30 on uk site.
Today I received an email from Amazon saying they had calculated incorrectly and refunded me CHF 1.20!!