Frequently Asked Questions

Q: What countries do you deliver / ship to?

A: Worldwide

Q: What courier do you use?

A: Predominately DHL, though for large items a specialist shipping agent is used.

Q: Where do you ship from?

A: United Kingdom 🇬🇧* 

*with the exception of inflatable docks which are generally dispatched from Slovenia 🇸🇮 and custom Yacht slides which are dispatched from China 🇨🇳

Q: Shipping options?

A: Choose Express or Economy

Q: How to enable smoother shipment clearance from UK to EU?

A: Provide us with: EU VAT number (in country of clearance) and EORI Number (in country of clearance) at point of order. 

Q: What payment methods do you accept?

A: Bank Transfer (any/all product purchases) OR

A: Card payment (for purchases under £1500 GBP) 

Q: Can I pay in Euros € ?

Yes, we accept Payments in Euro's

Q: Can I pay in GBP ￡? 

Yes, we accept Payments in Pounds (GBP)

Q: Do I need to pay Tax (VAT) ? 

**NOTE: We do not charge Tax/Duties at source for U.K. exports (unless the invoice address is within U.K.), this fee is charged by customs at the point of import. 

A: Predominately the answer is Yes.. but this also depends on some other factors. 

• Yes, if your invoice address and/or delivery address is within the U.K. 
• Yes, if you are not VAT / Tax exempt, then tax will be charged by customs at the point of import
• No, if your invoice and shipping address is in a VAT / Tax exempt country i.e. Qatar, Jersey etc
• No, if goods are under 'Temporary Import' (outside of UK) - but you will need to prove this to customs. 

A: This depends on the country of import as tax rates vary from 0% (i.e. Guernsey, Qatar etc) all way up to whopping 35.54% (i.e. Sudan)

Tax rates vary from country to country, so we strongly recommend you investigate this prior to making an order to save any surprises ! 

Examples of Tax Rates can be seen at: https://zonos.com/docs/guides/import-tax-rates-by-country

Q: Why does my invoice exclude Tax (VAT)?

A: As a U.K. business when we 'export' outside of the U.K. we do not charge VAT at source. However, this does not mean you won't pay VAT / Tax ! Where applicable, this is charged by customs / local authorities at the point of import. 

Q: What is Import Duty?

A: A type of tax payable on the value of imported goods.

Q: Who collects import duty?

A: Customs authority in the country of import

Q: How much will I have to pay in Import Duties?

A: Import duties vary on the destination country - we highly recommend you investigate what this will be prior to making an order.

Q: Who is liable for import duty & taxes?

A: The receiver / customer

Q: How do I know if I need to pay import tax / duty?

A: You will be contacted by the courier / shipping agents if you need to pay any taxes, duty. This must be paid before the parcel / shipment is released for delivery, they will 'normally' hold you parcel / shipment for maximum 2-3 weeks at which point it will be destroyed or returned to the sender.