International Order FAQs

Why can I not ship an item to my country?

Due to supplier territory and trade agreements we are unable to ship a very small percentage of our items, such as Games Workshop products, globally. However, the vast majority of items we can ship to anywhere that our shipping partners allow.

 

What is IOSS?

The Import One-Stop Shop scheme (IOSS) simplifies the process of importing goods into the EU from sellers such as Zatu Games. Under IOSS, any due taxes are paid at the point of checkout to the relevant authorities, instead of the customer paying the tax at the point of import.

 

How does this impact my order?

For orders under an intrinsic value of €140 – intrinsic value meaning the value of the goods excluding tax – Zatu Games will charge and collect the tax due during the checkout process. This will be charged at the relevant tax rate per item as defined by the destination country.
For an up-to-date list of tax rates for countries in the EU you can visit the European Commission’s website here.

 

What are the benefits of paying the tax at checkout?

IOSS makes the process easier for the buyer, who is only charged at the time of purchase, and therefore does not face any surprise fees when the goods are delivered. There are also less likely to be delays with items requiring customs processing or additional handling and/or adjustment fees. If the seller is not registered for IOSS, the buyer has to pay the VAT and usually a customs clearance fee (or ”handling fee”) charged by the transporter.

 

What happens if my order has an intrinsic value of greater than €140?

If your order has an intrinsic value of greater than €140, you will either be offered a Delivery Duty Unpaid (DDU) or Delivery Duty Paid (DDP) delivery option.

 

What does DDU shipping mean?

DDU delivery terms mean the receiver/customer will be contacted by customs once their shipment arrives and will have to settle any charges for customs to release the shipment for delivery. Under a DDU service, EU customers will not be charged any tax at checkout, but instead may be subject to import tax upon their goods landing in the destination country.

 

What is the difference between DDU and DDP shipping?

DDP shipping works similar to IOSS where the tax is charged at the point of checkout. This means that the customer should not be subject to any additional fees or taxes at the point of receiving their order.

 

Why can I not see a DDP shipping option for my country?

As with all international deliveries, the level of service differs depending on the shipping options available. We offer the most appropriate delivery method based on the services we have at our disposal.

 

I am seeing different prices when I select my shipping country at checkout, why is that?

Each EU country applies different tax rates for goods and services meaning that the total price of your order will depend on the destination of your goods. For example, Denmark has a tax rate of 25% for books, whereas Hungary has only a 5% rate, therefore, customers shipping to these destinations would each see a different price. Please note, all EU purchases are subject to sales tax when importing goods from the UK, no matter if sent under an IOSS, DDU or DDP shipping method.

 

My order qualified for IOSS, but my item has still been held by customs, why is that?

Whilst IOSS is designed to streamline delivery to EU customers, occasionally, customs agents may still spot-check parcels to review the contents of the goods and verify the declared value. In these rare instances, your order should still make its way to you swiftly and safely, without any extra fees. If you are incorrectly charged additional taxes or fees upon receiving your order, then please contact your local customs office.