International Duties and Taxes Policy

International orders may be subject to import fees charged by your country’s customs authority. These charges are set by the destination country, are outside the control of Untouched World, and must be paid by the recipient to release the parcel. We ship globally with DHL Express.

Import fees include:

• Customs Duty: A government charge (including any applicable tariffs) applied to goods imported into your country.
• Taxes: Tax on the sale of goods, applied when items enter your country.
• Disbursement Fee: A fee charged by the courier to handle customs clearance on your behalf.

Depending on the destination, orders may be subject to local sales taxes, which are calculated separately from import fees.

International Duties & Taxes

• All international orders (outside New Zealand and Australia) may incur import fees.
• The total amount varies depending on your country’s regulations and the value of your order.
• By placing an order, you acknowledge and accept responsibility for any applicable import fees.

Checkout Confirmation & Acceptance

At checkout, you are required to confirm that you understand import fees may apply, and that you accept responsibility for any applicable import fees. This confirmation is mandatory and must be provided before your order can be placed.

If this confirmation is not provided, including where it may be bypassed through accelerated checkout methods such as Shop Pay, Apple Pay, or Google Pay, we will contact you prior to dispatch to obtain acceptance of this policy. Your order will be shipped once an agreement has been confirmed.

Customs Invoices & Disputes

If you believe your customs duty charge is incorrect, please email us a copy of your DHL invoice. We can advise on the appropriate process to raise a query with DHL or your local customs authority.

Non-Payment of Import Fees

If the import fees are not paid and a parcel is returned to Untouched World, the following will apply:

• A 10% restocking fee per item will be deducted from the refund. This applies to all items, including full-price and sale items, and covers handling, processing, and return logistics costs.
• Shipping fees are non-refundable once an order has been dispatched.

This applies when a customer has agreed to potential customs charges but later chooses not to pay the import fees while the parcel is in transit or held by customs.

Import Fees in the Event of a Return

If you have paid the import fees and later return or exchange your order, you may be able to apply for a refund of duties directly with your local customs authority. Untouched World can provide supporting documentation if required, but we’re unable to lodge claims on your behalf. Please note that the disbursement fee is non-refundable.

Our Commitment

We recognise that customs processes can be complex and occasionally inconsistent between countries. While we can’t influence local customs decisions, we’re committed to supporting you through the process and ensuring fair outcomes. If you experience any issues with customs charges, please contact us at customersupport@untouchedworld.com with your order number and DHL invoice.