Very bad experience with customs duties & tax when returning 2 blouses that didn’t fit from Germany to the UK. I enquired before on how to do this via their Customer Service and the shipping company I used, UPS. I was told it’s at my own cost and I have to label it “British Return Goods - Clothing”. I did as I was told. The items were each 160€. Returns are tax & duty free.UPS ignored the label and shipping documentation, imported the goods as new products and wanted customs and duties of 258€!!’ They looked at the original order and taxed all 4 blouses on the invoice (whereof 2 remained in Germany). As a result, Self portrait refused to accept the parcel and asked me to call back my shipment which I did. When the package came back to Germany I received another invoice of 20€ on import taxes by UPS for this shipment. This was one year ago and UPS still wants this money from me, claiming they imported it all and paid customs to the HMRC and that it is irrelevant if the parcel was returned to sender. The charges are now actually much higher because they are adding fines.Self portrait wanted nothing to do with my problem and that I am in charge as sender. They paid for the 20€ German customs but there was no support. In the end, the returns were picked up by them with another carrier at my front door. I have no issue paying for shipment for returns. However, it is an issue for me when I follow the processes as told - being inexperienced with British returns & shipments - and then have to deal with the mess myself. Why not offer returns at a cost but take over the admin around it as not every customer is a logistics and customs expert.I love their dresses but this experience is holding me back from placing another order.
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