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Goods not yet received

I received a letter from the "Deutsche Post" :
" We could not log on the German customs clearance because the necessary bill was not to be found on the outside of the shippment. For that reason the shippment is deposited at the German Custom."
That means I have to go the German Custom which is about 35km from my home to pick up the shippment and I will be charged 0,50 € per day until I will pick up the shippment.
But on the other site if it's a delivery insite of the EU I don't know if the bill has to be outsite of the package ?
I suppose you can provide me the correct answers.
    TrustScore 9.3 / 10
    1,255 Reviews

    Reply from

    Further to your feedback. We can confirm that we do state on our website at the payment page: We prepay VAT on all orders sent to a UK delivery address. If you live outside the UK and are charged sales tax, please send us a copy of the tax receipt by email to, within 30 days and if sales tax has not already been prepaid, we will be happy to refund your money. We reserve the right, however, to change our tax refund policy at any time without notice. In some cases the sales tax charged may be more than your total order value due to customs administration fees. In these circumstances we are unable to refund more than the original order value.

    Kind regards
    Customer service team.
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