Waarom betaal ik € 15 én verzendkosten bij een retour van buiten de EU?
When you return an order from outside the European Union (Non-EU), you will encounter two different types of costs: the shipping costs from the carrier and our customs administration fees.
Since these are two separate processes, they are settled separately. Below we explain exactly how this works.
1. The shipping costs (to your carrier)
For returns from outside the EU, we offer the option Consumer own shipment. This means you choose a local parcel service yourself (such as FedEx, DHL, UPS, or your national postal service) and hand over the package to them.
Why do you pay this? These are the physical transport costs to ship the package from your country to our warehouse in the Netherlands.
To whom do you pay this? Directly to the carrier you have chosen when handing over or creating the shipping label.
2. The € 15 surcharge (via our return portal)
Shipments entering the European Union must be cleared by Dutch customs.
Why do you pay this? As the importer, we are faced with administrative clearance costs, processing customs invoices, and the mandatory handling of import documents to prove that it is a return shipment. The € 15 surcharge covers this administrative customs processing.
To whom do you pay this? Directly to Celtic WebMerchant via our return portal when registering your return. (If you do not register the return in advance, we will deduct this € 15 from your refund afterwards).
How to avoid extra delays or additional customs costs
To ensure smooth customs processing and to prevent import duties from being mistakenly charged again:
Attach the customs form (CN22/CN23) to the outside and clearly check the box "Returned Goods" / "Retourgoederen".
Include the original invoice inside the box.
With these documents, customs will know it is a return shipment, allowing your return to be processed in our warehouse without additional delay!