Frequently asked questions
- What documents do I need to become an EuropaForwards register member?
To become a registered member of EuropaForwards, you will need to provide a valid Passport ID with the photo page, a valid local government issued ID card with a photo for address proof. Your account will be activated within a few minutes to half a day. Once you receive your new Germany delivery address or Poland delivery address, you can begin shopping online.In concerns regarding fraud activities, German authorities mandate the submission of a valid form of identification, such as a passport or driver’s license, to verify the authenticity of shipments. Additionally, a recent utility bill (issued within the last three months) corresponding to your shipping address validation purposes. Accepted utility bills – electricity, gas, water/sewage, waste management, internet, cable TV, and telephone services. bank statements are considered an alternative form of verification.
- What are EuropaForwards membership choices?
A convenient pay-as-you-go- Free Basic membership, Premium Membership Package (with monthly and annual membership package) and a Corporate Membership Package (with monthly and annual membership package). - Why are the purchase values of my items necessary, and how can I verify them?
To ensure accurate documentation for export or import purposes, we require the purchase values of your items. A seller invoice or payment receipt, which displays the price you paid for the merchandise along with relevant details such as the sellers’ name and address, serves as the supporting document. Most sellers include a seller invoice with your package or send it electronically via email. It is essential to maintain a record of your seller invoices as they may be requested by EuropaForwards or your customs office in your country. This requirement applies to all shipments from our warehouses. - When should I furnish the purchase price?
To comply with customs regulations, it is necessary to provide the purchase value of all imported goods. Once your items arrive at our warehouse and are securely stored in your suite, you will receive a notification. At this stage, you will be required to input the purchase price. Further processing of the item can only proceed once this value has been entered. - Will I need to provide the seller invoice for every item?
Yes, the seller invoice is required for every item to the values you submit align with the market rate, you will be requested to submit the seller invoice before the item can be shipped any by default of commercial invoice required during shipment. - How can I request a seller invoice?
Seller invoices are often included automatically with your merchandise, but in some cases, you may need to specifically ask the seller for a paper invoice. If a seller sends you an invoice or payment receipt via email, you should request that they also include a seller invoice with your merchandise. When purchasing from eBay sellers or private individuals, it may be necessary to contact the seller via email and ask for a seller invoice containing their name, address, and the purchase price of your items. Please note that if you indicate your item is a gift, the seller may provide a gift receipt instead of a full seller invoice, and additional information may be required before we can proceed with exporting your purchases. Until we do not receive written invoice from your side, the shipment will be kept on hold, even if you have fully paid for all the services unless written confirmation from us. - Do you accept seller invoices in currencies other than euro?
Certainly Yes! In the event that your seller invoice is issued in a different currency within European Union region, we will gladly convert the prices into euro using the current exchange rate. - What are the import guidelines of my home country?
To ensure a smooth import process, it is crucial to familiarize yourself with the specific import guidelines and regulations of your destination country. Accessing import-related government websites of your destination country will provide you with the necessary information. - Do you provide delivery services to countries with elevated risk?
Big No, Sorry.we are unable to accept or send any kind of items or documents to conflict countries.In extreme case to case bases a surcharge is applicable for shipping to countries that are deemed to have an elevated risk due to factors such as ongoing conflict, civil unrest, or persistent terrorism threats. The affected destination countries include Afghanistan, Iraq, Libya, Mali, Niger, South Sudan, Syria, Yemen, etc. the customer must to contact us prior to any kind of items arriving in our warehouses to get the written approval for any activity. - What does the “Need more information” notification indicate?
When you receive a “Need more information” notification, it means that we require additional details about the product. Our team will send you an email or notification requesting the necessary information to assess whether we can export the item on your behalf. Kindly respond promptly with the requested information. - Are import duties mandatory in all countries?
Import duties are typically required by most countries upon receiving a parcel, in accordance with their respective laws. However, some countries offer duty-free concessions for goods below a specific value, allowing them to be imported without incurring duties or taxes. It’s important to note that certain countries tend to have higher import duties compared to others. - What is the threshold for Duty/Tax exemption (De Minimis Value)?
The De Minimis Value refers to the specific value set by each country, below which no duty or tax is imposed, and the customs clearance process is simplified. If the total declared value of your shipment is BELOW this threshold, you will not be liable for duty and tax charges (although certain products may still be subject to other fees or taxes). It’s important to note that the De Minimis Value may vary for duties and taxes. - If I decide to cancel my shipment, will there be any fees involved?
In the event of cancelling your shipment after initiating the ship request and receiving the payment link, a nominal fee of euro 25 will apply for the cancellation. However, should you choose to cancel the shipment after making the payment, the cancellation charge will amount to euro 50 as long as the courier partners have not picked up the package from the warehouse. - Is my shipment covered by insurance?
Your shipment is covered by limited liability insurance offered by the selected shipping provider. However, please note that the insurance does not include coverage for import duties, taxes, domestic shipping expenses, or any damage to the box or packaging. - How does repackaging benefit me financially?
By repackaging your items, we optimize the packaging for international shipping, which reduces the overall size and weight of the package. This, in turn, lowers your shipping costs. Additionally, our repackaging service ensures that your purchases are securely packaged, minimizing the risk of damage during transportation. - What is parcel consolidation and how does it offer cost savings?
Our consolidation service involves merging multiple packages from online stores into a single shipment. By combining your purchases into one package, we can significantly reduce your shipping expenses, saving you up to 60-80% off regular international shipping rates. We will need your approval in our system to consolidate your items into a single package or less packages then the original depending upon the weight in kgs or volumetric weight. - Can I opt to abandon my package?
Certainly. If you have ordered items that are not eligible for export from Poland and you are unable or unwilling to return them to the seller, you have the option to abandon your parcel at no extra charge. Simply email us with your instructions. We highly recommend read about your county customs clearance and import policies before you place order with us. - What is Personal Shopper?
A personal shopper is a dedicated service where a professional shopper assists customers in purchasing products on their behalf. The personal shopper helps with product selection, communication with sellers, making payments, and arranging for the items to be shipped to EuropaForwards for international forwarding. This service is designed to provide convenience and support to customers who may face challenges or prefer assistance with their international shopping needs. - Can I return my purchase ordered through Personal Shopper or Personal Shopper+ Shopping Assistance & Sourcing?
Unfortunately, returns are not accepted for purchases ordered through the Personal Shopper or Personal Shopper+ Shopping Assistance & Sourcing service at EuropaForwards. The service fees associated with Assisted Purchase are non-refundable, and EuropaForwards cannot return any orders in accordance with the seller’s return policy from our warehouse. - Does EuropaForwards export food?
EuropaForwards does not export perishable or foreign-language labeled food items, nor those restricted by the European Union Administration. Please consult your local customs office to determine if food importation is permitted in your country. EuropaForwards exports non-perishable branded food items. - What if I receive a counterfeit, bootleg or knock off item?
EuropaForwards is unable to export counterfeit, bootleg, or knockoff items If you receive an item that does not appear to be authentic, we will notify you by email and refer the item to our trade compliance team to verify its authenticity. If the item is counterfeit and came from a seller in Germany, Poland or European Union and the seller provided a return label, we can help you return the item. If the seller did not provide a return label, or if the seller will not accept a return, we must discard the item. EuropaForwards cannot ship counterfeit items to anyone other than the original seller, including individuals in Germany or European Union.” the consumer have to bear the additional cost and our service fees. - Can you export perfume?
Perfumes can be exported by EuropaForwards. Please refer to the prohibited item list for detailed instructions on the shipping process link. - What is the difference between restricted and prohibited items?
Prohibited items are goods that are forbidden for export, including explosives, cash, bullion, and illegal goods. Restricted items, on the other hand, can be shipped with certain documentation requirements, such as antiques, stamps, toy guns, alcohol, perfume, lithium batteries etc. - What is considered as dangerous goods or hazardous material?
Dangerous goods or hazardous materials are items that require special handling, additional packaging, and specific labeling for international transportation. The shipping of these items varies by country and carrier restrictions. Examples of dangerous goods include flammable items, pressurized containers, and certain chemicals. Shipping such items may involve a Special Package Clearance Fee, separate shipment from non-dangerous goods, and longer delivery times (10-20 days). - Can you export liquid/semi liquid items?
Certainly Yes! EuropaForwards allows the export of liquid/semi-liquid items, provided they are not restricted in the destination country or fall into the prohibited items category. An additional Special Package Handling fee will be applicable for these items. Please be aware that liquids/semi-liquids will be shipped separately from other items and may require additional time (10-20 days) for delivery. - Can you export Incense?
Unfortunately No, we are unable to export incense as they fall under the category of flammable items, which are not permitted for shipping. - What is on my dashboard?
Utilize your EuropaForwards address during checkout on Germany, Poland or EU online stores.Notify us of incoming parcels.
Track the receipt of your items.
View photos of your parcels and their contents.
Request a detailed photo service.
Initiate product returns.
Monitor the status of your shipments.
Manage account details, including shipping address, preferences, and membership.
Add or check deposits in your wallet.
Schedule pickups.
Request Personal Shopper services.
Refer friends After I login why do I keep getting the login prompt?
If you continue to encounter the login prompt after logging in, you can resolve this issue by clearing or deleting the cookies from your web browser. After deleting the cookies, make sure to close all open browser windows and open a new browser window to sign in again.
How to upload a document?
To upload a document, log in to your EuropaForwards account, go to Account Settings, select Upload Document, browse and choose the file you want to upload from your computer, and click Upload Document to initiate the upload process. Repeat the same steps for any additional documents.
.What does “Export Declined” mean?
“Export Declined” indicates that our team has assessed the item and determined that we are unable to export it. Please refer to the email we sent you for a comprehensive explanation and to confirm alternative shipping options, if available.
What does “Item Requires Protection” mean?
“Item Requires Protection” indicates that specific items, such as medicines, food, liquids/semi liquids, or fragile items like televisions, need additional review to determine the appropriate shipping options. You will receive an email with further details and available shipping options. Please check your email for the reasons why the package is on hold and to review the provided shipping options.
What does “Dangerous goods” mean?
Items classified as “Dangerous Goods” are merchandise that possess hazardous properties, potentially endangering human health and safety. Our team will assess your item(s) for classification and compliance with transportation regulations. The review process typically takes 1 to 3 business days, and you will receive an email notification with the outcome.
Do shipping rates include customs fees, tariffs or taxes?
Shipping rates do not include customs fees, tariffs, or taxes. You may be required to pay import duty or other charges imposed by your receiving country at the time of delivery, which will be collected by the carrier. EuropaForwards is not responsible for these charges. Additionally, couriers may apply a brokerage fee for customs clearance, which is also separate from our shipping charges. Please consult your local customs office for details regarding duties and import fees.
What happens if I don’t ship parcels from your warehouse?
Any parcels that remain unclaimed in our warehouse for more than 60 days will be discarded without any additional notification by EuropaForwards unless written agreement between both parties.
What is Dimensional/Volumetric Weight?
All International carriers base their billable shipping rates on the greater of Actual Weight and Dimensional Weight Actual weight is the weight of the package when put on a scale. Dimensional weight is based on the size of the package. Large items that have a low Actual Weight relative to their size will result in a larger Dimensional Weight. Some people refer to this as “volumetric weight.”
The industry standard DIM Factor (for International Shipments) is 5000. So, the formula is: Dimensional Weight = Length x Width x Height (in cm) / 5000
All our courier partners consider the billable weight to be the greater of the two: Actual and Dimensional Weight; hence we also follow the same, which is why we take upto a few hours to pack and confirm the weight of your parcel, after you create a ‘shipment’ request.
How is the customs duty and tax calculated?
Customs duty and tax are calculated based on a percentage of the customs value of the goods, which includes the price of the imported items, freight cost, and insurance. Sales taxes may also apply. Duties and taxes will be invoiced by the global carrier and paid directly by you for your international shipment.
Can Personal Shopper service with EuropaForwards be used to purchase memberships, subscriptions or downloads?
No, the Personal Shopper service with EuropaForwards cannot be used to purchase memberships, subscriptions, or downloads, as it is not applicable for paying for services such as gift certificates, student loans, credit card payments, internet service, subscriptions, memberships, utility bills, or electronic downloads, similar kinds of products or services.
How do I pay for my Personal Shopper order?
To pay for your Personal Shopper order, you can use credit/debit cards issued by VISA or MasterCard. Please note that there is a non-refundable fee for each successfully processed order, and the purchase will be made only after the payment is completed prior to the purchase.
Do EuropaForwards provide Cash-On-Delivery option?
Cash-on-delivery option is not available with EuropaForwards. We do not accept cash payments upon delivery. Any unpaid parcels we receive will be disposed of after 60 days, and we reserve the right to cease correspondence regarding unclaimed items.
Can you export medicines?
To export medicines, including Ayurvedic, Homeopathy, and Allopathy, the following documents are required:
Original doctor’s prescription in the name of the receiver.
Original purchase bill.
Proof of residence of the receiver in the receiving country (Passport Copy).
Confirmation from the drug and customs team of the receiving country that the intended medicines are allowed for import.
Delivery timeline is 5- 20 working days, subject to customs clearance.
Please note that medicines cannot be shipped together with other items. Medicine shipments will be dispatched separately, and an additional processing fee of €300 for medicine shipping will be applied on top of the standard shipping charges. Before placing order/or sending the prescription medicines though us, please send us detail of the prescription medicine on info@europaforwards.com to confirm, if the destination country accepts the shipment through our global shipping partner courier services.
Can you export weapons or gun accessories?
EuropaForwards does not facilitate the export of weapons, weapon parts, or accessories. This includes items restricted by the International Traffic in Arms Regulations (ITAR). Please adhere to the IATA regulations for ITAR compliance. Examples of gun and weapon accessories include scopes, sights, ammunition clips, pistol grips, rifle butt stocks, night-vision equipped items, bayonets, and items equipped with lasers.
Can you ship mobiles?
Due to safety regulations .regarding items with batteries, please refer to the prohibited item list for more information on shipping mobile phones.
Can you ship imitation/fashion jewellery?
We can ship imitation/fashion jewellery, but we require the purchase invoice with clear details of the seller, item description, and purchase amount. The clearance team may request an Appraiser Certificate to verify the invoice’s authenticity. Please note that shipping any precious metals or stones will result in the entire shipment being discarded without the possibility of return.
Can you ship gold and silver items?
We do not ship gold and silver items or any other precious metals or stones. Any such items will not be accepted for shipment and the entire package will be disposed.
Can you buy ( buy it now) or place a bid on my behalf on items through eBay or other auction sites?
EuropaForwards can assist with executing the ‘buy it now’ option and handling payments for your eBay purchases or or other auction sites. However, we do not offer bidding services. Please be aware that eBay or other auction sites operates as a private sales platform, and as a result, there is generally no right to return goods. Therefore, EuropaForwards does not coordinate any return processes.
How much does the Personal shopper cost charged by EuropaForwards?
Our fees are only 10% of the order value (with a minimum cost of 5 €) for the Personal shopper service.
Can you buy cash on delivery by using EuropaForwards Personal shopper services?
No, EuropaForwards Personal Shopper service does not support cash on delivery purchases. All our services are prepaid.
Can I apply discount codes?
Absolutely Yes! Please review your EuropaForwards Wallet for the Rewards earned or available discount coupons.
What is the estimated timeframe for a Personal Shopper service order with EuropaForwards?
Typically, it is fulfilled within the same Germany time working day or may take up to two working days at most. You will receive regular email updates and notifications in your customer account to keep you informed throughout the process.
Have not received the parcel within the estimated delivery time?
If your goods haven’t arrived within 7 days of the expected date, please reach out to our Customer Services. Transit times provided on the shipping invoice are approximate and can be affected by delays in transit and customs clearance.
Is it possible to ship products that are not commercially packaged?
We cannot ship items that lack proper labelling or are in unmarked packaging. This includes substances and chemicals, liquids, non-prescription medications, vitamins and supplements, food items, and powders, among others.
Have you received your shipment, and if so, are the goods inside damaged?
To ensure prompt assistance, kindly reach out to our Customer Service within 24 hours of receiving your shipment. Please provide the following information so that we can initiate a claim with the courier:
Photograph of the damaged item(s)
Photograph of any visible external damage to the packaging
Photograph of the external box clearly displaying the shipping label
Photograph of the internal packaging of the damaged item(s)
Proof of purchase or invoice indicating the value of the goods purchased
If feasible, please sign for the goods upon delivery, specifically noting any observed damage. This will aid in expediting the claims process.
If my package marked as ”Dual use”?
Are there any items in the package that are classified as Dual use goods, meaning they can be used for both military and personal purposes? Examples of such items include night vision or infrared cameras, tasers, pepper spray, and law enforcement uniforms, even if they are imitations.
Is it permissible to ship pornographic and obscene material through your shipping services?
Numerous countries have regulations in place that prohibit the dissemination of explicit and obscene content, encompassing materials such as pornographic videos and DVDs.
Is it allowed to ship lithium metal or ion batteries that are defective or damaged?
Is it against your shipping policy to transport lithium batteries (both ion and metal types) if they are known or suspected to be defective or damaged.
https://www.iata.org/contentassets/05e6d8742b0047259bf3a700bc9d42b9/lithium-battery-guidance-document.pdf
Is it possible to receive a refund for cancelling membership?
No, unfortunately,, but according to our company policy, refunds are not available for membership plan cancellations. Once you have purchased a membership plan for a specific duration, it cannot be cancelled, and no refunds can be issued.
Reminder: To avail of our warehouse shipment services, it is mandatory for Registered Users to upload or send email info@eurpaforwards.com clear and readable invoices for all incoming packages stored at EuropaForwards warehouses in the system.
How does the Personal Shopper+ Shopping Assistance & Sourcing service function
How the Personal Shopper+ Shopping Assistance & Sourcing service works?
Our Personal Shopper+ service is designed to provide you with comprehensive shopping assistance and sourcing support. Here’s how it works:
Sit back and relax while you decide what you want to shop for. Once you have made your selection, share the item details with our customer support team. Include the item description, item quantity, product number or model number, URLs for the product(s), brand name, manufacturer, size, color, type, shipping cost to your EuropaForwards Address, price in Euro, name to be used in the package, merchant’s website name, and a description as per the website.
After providing all the necessary information, leave the rest to us. We will handle your shopping requirements with utmost care and efficiency.
To submit a request for our Personal Shopper+ Shopping Assistance & Sourcing service, simply send an email to info@europaforwards.com Once we receive your request, our customer service team will review it and reach out to you promptly.
Let us take care of your shopping needs and provide you with a seamless and enjoyable experience.
My order from Shop arrival
How can I determine if my order placed through the Personal Shopper or Personal Shopper+ Shopping Assistance & Sourcing Service has arrived?
You can stay updated by checking your mailbox for notifications or using the provided tracking number to monitor the progress on the carrier’s website. Please note that any packages received at our warehouse will be reflected in your mailbox on the same business day, This time period can extend 2-4 business working days.
We cannot assume responsibility for Goods that cannot be trace the owner of the package or documents due to missing details when item received in our warehouse to an owner within 30 days of receipt, despite our diligent attempts to identify the rightful owner. In the event of a item is not show in your system account, kindly contact us via email within 7 days, providing a detailed description and a copy of the invoice for coordination purposes.
Product Selection and Assistance
Do you provide assistance in choosing or locating a product?
No, our ‘Personal Shopper’ service is designed solely to facilitate the payment process for products that you have personally chosen and located. We do not offer assistance in product selection or locating specific items.
Order Size Limit
Is there a maximum number of orders restrictions?
No, there is no limit to the size of order you can place. You are free to place orders of any quantity without any restrictions.
Flammable items
What is the meaning of “flammable”?
If your package contains any items that are considered flammable, we will place it on hold.
What are flammable and combustible liquids?
Flammable liquids are substances that have the potential to easily catch fire and ignite. Some common examples include nail polish remover, rubbing alcohol, gasoline, paint thinner, turpentine, spray paint, lighter fluid, aerosol cans, linseed oil, hand sanitizer, and certain laundry products.
These liquids pose a fire hazard and require special handling and precautions to ensure safety during storage and transportation.
Prohibited items and restricted items
What is the distinction between “prohibited items” and “restricted items”?
Prohibited Items:
If an item is prohibited in your country or for export from Poland, we are unable to ship it to you. It is important to verify whether an item is prohibited before placing an order. If we receive an item that cannot be shipped to you, EuropaForwards may be unable to forward it to any address, including returning it to the sender. In some cases, we may be required to dispose of the item at a disposal facility in Poland.
Restricted Items:
Certain items are classified as restricted, which means they can be shipped but only after undergoing a compliance review by the EuropaForwards Customer Service team. This review ensures that the item complies with both European Union laws and the laws of your country. The compliance review typically takes less than 24 hours, although it may take one to three business days before your package is ready to be shipped. If you have any inquiries regarding shipping a restricted item, please contact us via email at info@europaforwards.com prior to sending the item to your EuropaForwards warehouses.
Out-of-Stock Items
What occurs if certain items are unavailable or out of stock?
In such cases, we will promptly cancel the entire order and notify you accordingly. Rest assured, you will not be charged for any out-of-stock items. Additionally, we will provide you with the option to place a new order, excluding the items that are currently out of stock.
Order Cancellation Request
Once your order has been placed, is it possible to cancel or make changes?
Regrettably, we are unable to accommodate cancellations or amendments to your order once it has been submitted. It is important to ensure your certainty in ordering the desired product(s) before utilizing our “Personal Shopper” or “Personal Shopper+ Shopping Assistance & Sourcing” service and finalizing the order.
Claiming Other Discounts
Can you assist in claiming additional or other discounts on my behalf?
We are more than happy to utilize discount codes provided to us, with the exception of first order promotion codes. However, please note that we cannot guarantee that sellers will accept or apply the discount codes. It is important to understand that any special instructions, including discount codes, must be clearly provided in the item description field to ensure their inclusion in the order. While we strive to make the best use of available discounts, we cannot assume responsibility for sellers declining or neglecting to apply discount codes.
Missing Free Item from ‘Buy One, Get One Free’ Offer
Issue with ‘Buy one, get one free’ offer:
Although you instructed us to place an order for the ‘Buy one, get one free’ offer, it is important to note that we cannot be held accountable for the merchant’s failure to fulfill the offer.
There could be various reasons why you did not receive the ‘free’ item. It is possible that the offer expired, there were limited quantities available, or the ‘free’ item is shipped separately and may arrive at a later time. Whenever you encounter a situation where the goods you do not receive the exact goods you instructed us to order on your behalf, it is essential that you contact the seller directly for resolution.
Returns for Incorrect Items and Return Shipping Costs
If placed an online order but receive the wrong item, can i get a special reduced rate to return this item back to the merchant?
In situations where you receive the wrong item after placing an online order, the merchant typically covers the cost of return shipping. As a result, the merchant will provide return labels for us to use during the return process. However, if the merchant does not provide return labels, we will provide you with an estimate of the return shipment cost. Please reach out to our Customer Service for further assistance and to obtain an estimate for the return shipment.
Facilitating eBay or autioned site Purchases and Payment Options
Can you assist with eBay purchases where credit cards are not accepted? Can you facilitate eBay purchases as part of your services?
If you have a desire to purchase merchandise on eBay but encounter sellers who do not accept credit cards, we are here to assist. We will make every attempt to complete those orders in the same manner as our regular Personal Shopper+ Shopping Assistance & Sourcing’ orders. Your eBay or other auction sites purchases will be handled with the same level of care and dedication as any other order.
Our aim is to help you successfully make purchases on eBay or other auction sites, ensuring a smooth shopping experience for you.
Please note : We do not facilitate bidding or participate in auctions on behalf of our clients on any websites as our company policy
Order Placement and Price Variances
What happens if there is a price difference for my order?
In the event of a price variance, the course of action depends on whether the price is higher or lower than your initial instruction:
If the price is higher:
If the price exceeds your specified percentage or price cap, we will cancel the order. we need your instruction to go ahead and update it in the system the higher percentage of price cap, This situation may occur if you have inadvertently omitted local sales tax or domestic delivery charges to your EuropaForwards address. We will promptly notify you, and you will be required to resubmit your order with the correct price.
If the price is lower:
When the price is lower than your instructed amount, we will proceed with placing the order as requested, and you will be charged the actual amount reflecting the reduced price.
Claiming First Order Discounts
Can you assist in claiming a first order discount on my behalf?
Unfortunately, we are unable to claim first order discounts. This is primarily because we typically maintain existing accounts with sellers, which prohibits us from setting up multiple accounts solely for the purpose of availing first order discounts.
Declared value – Modify if needed
Declared Value and Modification Procedure:
If your package does not include an invoice or packing slip indicating the item’s purchase price, the package will be put on hold until you provide the declared value. It is your responsibility to ensure the accurate declaration of the item’s value for customs purposes.
It is necessary for all the packages that will be shipped from our warehouse. We require the original invoice from the Merchant / seller, authorised body to give actual current value of each and every item, we will be shipping. The process is simple, just upload the original in the system.
If you need to adjust the value of your shipment, please submit a ticket or send an email to info@europaforwards.com
Please be aware that we cannot modify the declared value once you have authorized us to dispatch the shipment.
Important: You are solely responsible for ensuring the accurate declaration of the item’s value for customs purposes. Incorrect values may result in customs retention and may subject you to additional costs, customs fines, or penalties.
Restrictions on package weight, volume, and value
Are there any restrictions on package weight, volume, and value?
Value Limitations:
There are no specific limitations on the declared value of your packages but for higher value items being on safer side prior contact us for safer side.
Weight and Volume Limitations:
We do not impose a weight limit on packages; however, if your package exceeds 47 inches in length, additional charges may apply.
For further information or assistance, please contact us at info@europaforwards.com
What is an Oversize item
What is the definition of an “Oversize item”?
An “Oversize item” refers to a package that exceeds the dimensions of 47 inches in length or weighs over 30 kgs. If your package falls into this category, it will be labeled as an “Oversize Item”. For further assistance, please reach out to us at info@europaforwards.com
Order not shipped yet
Why hasn’t my order been shipped yet?
There are several possible reasons why your order has not been shipped:
- If your payment was declined or if we require ID verification from you, the order will be placed on hold.
- If the destination country is currently unavailable for shipping.
- If you missed the cutoff time for the day. In such cases, your order will be shipped on the next business day.
- If you submitted your shipment after our business hours. Our business hours are Monday to Friday from 9:00 am to 5:00 pm.
If you are experiencing an issue that is not mentioned here, please contact us at info@europaforwards.com for further assistance.
My item being on hold
What are the possible reasons for my item being on hold?
There can be various factors contributing to your package(s) being placed on hold, which may include the size of the package or the contents contained within it.
Track my order for Personal Shopper or Personal Shopper+ Shopping Assistance & Sourcing Service
How can I monitor the progress of my order for the Personal Shopper or Personal Shopper+ Shopping Assistance & Sourcing Service?
If you would like to track your order, simply reach out to our customer support and request the tracking numbers for your packages. We will be happy to provide you with the necessary information, including the confirmation numbers. Rest assured that your packages are in safe hands with us.
Personal Shopper+ Shopping Assistance & Sourcing Fee
Does the Personal Shopper+ Shopping Assistance & Sourcing include a fee?
Certainly, Yes there is a nominal service charge for utilizing our Personal Shopper+ service. The fee is determined based on the greater value between 5 € (five) or 20% of the total order amount, which includes all applicable taxes and shipping charges.
Personal Shopper service pricing
Personal Shopper Service Cost:
The fee for the Personal Shopper service is determined by two options: a minimum of 5 € (five) or 10% of the total invoice, whichever amount is higher. This charge applies to both single items purchases and complete orders. In either case, the fee will be calculated based on the full invoice, with a minimum charge of 5 € (five).
Accepted payment methods for the Personal Shopper service and Personal Shopper+ Shopping Assistance & Sourcing service
What are the available payment options for the Personal Shopper+ Shopping Assistance & Sourcing service?
We accept payment via PayPal, Credit Card (Visa, Mastercard), and Bank Transfer. Payment needs to be made before placing the order. In the event that the product is unavailable or the order is cancelled by the vendor, a refund will be issued.
Please be aware that this Shipping FAQ is subject to regular updates. We recommend checking back periodically to access the most up-to-date information .