What is the difference between DDP and DDU?

With DDP the seller pays import charges, so the customer pays nothing on delivery. With DDU (often now called DAP) the customer pays duties, VAT and any handling fee before the courier hands the parcel over.

Are UK-made goods free of EU duty?

Goods that meet the UK-EU trade agreement rules of origin can enter without duty, but import VAT still applies. Goods made elsewhere and resold from the UK may attract duty.

What happens if the customer refuses to pay customs?

The courier usually returns the parcel to you, sometimes with a charge. Your published terms decide whether you deduct that from the refund.

International shipping and customs: replies

Since Brexit, a parcel from the UK to the EU is an export, and customers can be hit with import VAT, duty and a courier handling fee on the doorstep. These replies tell overseas customers what they will pay and when, before it becomes a refused parcel and a complaint.

Updated 11 October 2026

Subject: Shipping to {country} and customs charges

Hi {first_name}, Yes, we ship to {country}. Delivery costs {international_delivery_price} and usually takes {delivery_time}. On customs: {duties_explanation} We'd rather you knew now than got a surprise from the courier. If you have any questions before ordering, just reply. Best wishes, {agent_first_name} {workspace}

Subject: International delivery to {country}

Dear {first_name}, Thank you for your enquiry. We deliver to {country} for {international_delivery_price}, with an estimated delivery time of {delivery_time}. Regarding import charges: {duties_explanation} If a parcel is refused because charges have not been paid, it will be returned to us and the return shipping cost will be deducted from any refund, in line with our terms. Kind regards, {agent_first_name} {workspace}

Subject: Shipping to {country}

Hi {first_name}, We ship to {country} for {international_delivery_price}, usually {delivery_time}. {duties_explanation} {agent_first_name} {workspace}

{first_name}Filled by Hobson: The customer's first name.
{country}: The country they want delivery to.
{international_delivery_price}: Your delivery charge for that country or zone.
{delivery_time}: The usual delivery time, for example "5 to 8 working days".
{duties_explanation}: One or two sentences on who pays import charges, for example "All taxes and duties are included in the price you pay at checkout, so there is nothing more to pay on delivery." or "Import VAT and any duty are paid to the courier on delivery, plus their handling fee."
{agent_first_name}Filled by Hobson: The first name of the teammate sending the reply.
{workspace}Filled by Hobson: Your shop name.

When to use it

A customer outside the UK asks whether you ship to them and what it costs.
An EU customer asks whether they will pay customs charges.
A customer has been asked by the courier to pay duties and wants to know why.

For UK delivery prices and times, the shipping costs template is simpler. Shipping costs

UK consumer law

Since 1 January 2021, goods sent from Great Britain to the EU are exports, so the customer may owe import VAT, possibly duty, and a courier handling fee. If you ship DDP (delivered duty paid), you collect and pay those charges; if you ship DDU or DAP, the customer pays on delivery. For EU consignments worth up to €150, registering for the EU's IOSS scheme lets you charge VAT at checkout instead. This is a general guide, not legal advice; check the rules for each destination.

How to use it

1
Know your terms
Check whether you ship DDP or DDU to each country before you answer. The whole reply depends on it.
2
Say it before they buy
Tell customers about possible charges before checkout, and put the same wording on your shipping page.
3
Set a refused parcel policy
Decide what you refund if a customer refuses to pay charges, and state it in your terms.

Common mistakes

Telling EU customers there are "no customs since we are in Europe". There have been since 2021.
Marking parcels as gifts to avoid charges. It is not allowed and the parcel can be held.
Refunding the full order when a customer refuses a parcel they knew would carry charges, without checking your published terms first.
Giving one answer for every country. Duty and VAT rules differ outside the EU, so keep a short note per zone in your knowledge base.

What they usually ask next

Overseas orders take longer, so the next message is usually about where the parcel has got to. Where is my order?

Related templates

All products and shipping templates