The legal EU return rules officially only apply within the EU. However, at Celtic WebMerchant, we are happy to offer customers outside the EU the option to return products.

Because shipments from outside the EU must be processed by customs, additional conditions apply.

How does a return from outside the EU work?

1. Shipping via Consumer Own Shipment: You send the package yourself via a local carrier of your choice (such as DHL, FedEx, or your national postal service). You pay the shipping costs directly to the chosen carrier.

2. Customs administration costs (€ 15): For processing clearance documents and customs handling, we charge a fixed fee of € 15 per return shipment.

Always register your return in advance To ensure quick processing and avoid extra costs, you must register the return shipment in advance in our return portal (click here).

• With pre-registration: You pay the customs fee of € 15 directly during registration in the return portal.

• Without pre-registration: If you do not register the return in advance via the portal, the customs fee of € 15 and any additional clearance costs incurred will be deducted from the final refund.

Mandatory customs documents with your package To prevent your return shipment from being delayed or rejected by customs, the package must meet the following requirements:

• Invoice: Always include a physical copy of the original invoice inside the package.

• Customs form (CN22/CN23): Attach the carrier's customs form clearly visible on the outside of the package.

• Indication: Check the box "Returned Goods" / "Retourgoederen" on the customs form. This prevents double import duties from being charged.

Note: Shipments that get stuck at customs due to missing papers or incorrect customs indication may be delayed or returned at the sender's expense.