UK markets open in 6 hours 55 minutes
  • NIKKEI 225

    29,291.01
    0.00 (0.00%)
     
  • HANG SENG

    28,436.84
    -201.66 (-0.70%)
     
  • CRUDE OIL

    71.48
    -0.67 (-0.93%)
     
  • GOLD FUTURES

    1,820.00
    -41.40 (-2.22%)
     
  • DOW

    34,033.67
    -265.63 (-0.77%)
     
  • BTC-GBP

    27,393.58
    -1,360.51 (-4.73%)
     
  • CMC Crypto 200

    948.06
    -44.41 (-4.48%)
     
  • ^IXIC

    14,039.68
    -33.22 (-0.24%)
     
  • ^FTAS

    4,088.47
    +5.27 (+0.13%)
     

UPS delivery wants me to pay £32 to release my urgent letter to Italy

  • Oops!
    Something went wrong.
    Please try again later.
·1-min read
  • Oops!
    Something went wrong.
    Please try again later.
<span>Photograph: Alamy</span>
Photograph: Alamy

I used UPS to deliver an urgent letter with my notarised signature to my sister in Italy. Three weeks later, I was asked to upload an “invoice for my goods”, or to authorise destruction of my envelope or its return to myself at my own cost. I repeatedly pointed out that I had no invoice since the envelope did not contain goods, but no response. I uploaded a photo of the document and, the following day, we were asked to pay €37 (£32) to release the item. We had no choice but to pay and contest it later, but UPS claims it has no record of the case.
LN, London

Brexit has unleashed chaos within the delivery system now goods sent between the UK and the EU are liable for import VAT and, if they cost over a certain sum, customs duty. Your letter was not goods, however, and you had duly stated the contents on the label. You couldn’t get UPS to accept this and nor, for three weeks, could I.

The company, rated “one star” on Trustpilot because of late or missing deliveries, told me your sister had provided an invoice stating that the parcel was worth £50, which prompted a customs charge UPS paid on your behalf. This is nonsense. Italy charges customs on goods worth more than €150 and your sister did not upload any invoice because there wasn’t one. When I put this to UPS it took a further fortnight before it decided the customs charge was a mistake and would be refunded. It was finally received … after another three weeks of chasing.

Email your.problems@observer.co.uk. Include an address and phone number. Submission and publication are subject to our terms and conditions.

Our goal is to create a safe and engaging place for users to connect over interests and passions. In order to improve our community experience, we are temporarily suspending article commenting