Buying from overseas sellers
Auction sites, marketplaces and international retailers put millions of products within reach. But when something goes wrong with an overseas purchase, getting your money back can be far more complicated than returning goods to a UK shop.
Before you buy, consider what would happen if the item arrived damaged, faulty or not as described. Would you be able to return it easily? Would the cost of doing so make the whole exercise pointless?
The cost of returning goods abroad
Sending a parcel back to another country can be expensive. Royal Mail and courier services charge significantly more for international deliveries than domestic ones. If the item has any value, you will probably want to add insurance and tracking, which pushes the cost up further.
For heavier or bulkier items, the return postage alone might approach or even exceed the original price you paid. Some sellers offer prepaid return labels, but this is less common with overseas businesses, particularly smaller ones or private sellers on auction platforms.
Even if the seller agrees to a refund, you may find the amount you get back does not cover what you have spent in total. This is worth thinking about before you complete a purchase.
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Customs charges and VAT
When you buy goods from outside the UK, you may have to pay import charges when the item arrives. These can include customs duty, VAT and, for certain products, excise duty.
The exact amount depends on the type of goods, their value and where they were sent from. Current thresholds and rates change from time to time, so check GOV.UK for the latest figures on importing goods by post.
The delivery company collects these charges, whether that is Royal Mail, a courier or another carrier. You typically pay before the item is released to you.
Import charges are generally not refundable if you later return the goods. You paid the tax to bring the item into the country, and sending it back does not automatically trigger a repayment. You can request a repayment from HMRC for customs duty or VAT on returned goods, but this requires demonstrating that the goods qualify under specific conditions. The process involves paperwork and is not guaranteed, and postage costs to return the goods cannot be recovered. Most people find it is not worth the effort for lower value items.
Protecting yourself when buying from abroad
How you pay makes a difference. Credit cards offer protection under Section 75 of the Consumer Credit Act for purchases between £100 and £30,000, though this requires a direct relationship with the seller and may not cover transactions through third party payment processors. Many debit cards provide chargeback schemes. These can help if goods never arrive or are significantly different from what was advertised. Contact your card provider to understand what cover applies to your situation.
PayPal and similar payment services often have their own buyer protection policies, though the terms vary and there may be time limits for raising a dispute.
Be cautious if a seller asks you to pay through a money transfer service such as Western Union or MoneyGram. These methods offer very little protection. Once the money has been collected, it can be almost impossible to recover if the seller turns out to be dishonest. Legitimate sellers rarely insist on this type of payment.
If you are buying from a business based in another country, check whether they have a clear returns policy and look for reviews from other buyers. A seller with no track record and no obvious way to contact them is a higher risk. Return policies can differ significantly depending on where the seller is based, with European sellers often operating under different consumer protection frameworks than those elsewhere.
For disputes with traders based in EU countries, the UK International Consumer Centre may be able to offer guidance, though the assistance available has changed following Brexit. Citizens Advice also provides information on your rights when shopping from overseas sellers.
Buying from abroad can work out well, but it pays to think through the practicalities before you commit. A bargain price means less if you end up unable to return a faulty item or out of pocket on fees you cannot recover.
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