Tips on filling out online forms

To ensure that your orders are processed as quickly as possible, here are a few tips on filling out online forms to ensure you receive your items as soon as possible!

Billing Address

Must match the address on the payment card

Delivery Address

This is where you fill in your DHL easySHOP virtual address, starting with the suite number

We hope these tips have been helpful, please let us know if you have any additional questions, we're always happy to answer them!

DHL easySHOP will help you to return an item to the merchant that you have purchased from.

Please contact customer service.

Absolutely. You only have to add your DHL easySHOP address to your eBay postal addresses as follows:

1. Go to My eBay
2. Go to My Account
3. Go to My addresses
4. Click on 'View all postal addresses'
5. Then add your DHL easySHOP US address. Make sure to include your Suite Number, Street Name, Number, etc.

REMEMBER TO UNTICK the box 'Make this my primary postal address', and then click 'Add New Address'.

Now you are able to receive your goods!

Congratulations!

Absolutely. You only have to add your DHL easySHOP address to your Amazon postal addresses as follows:

1. Go to Amazon.com
2. Sign in
3. Go to My Account
4. Go to Settings > Add a New Address
5. Then add your DHL easySHOP US address. Make sure to include your Suite Number, Street Name, Number, etc.

REMEMBER TO SELECT your DHL easySHOP address as the ‘Shipping address’ of your order and your default one as the ‘Billing address’ during the last step of the process.

Now you are able to receive your goods!

Congratulations!

Absolutely not!

It is illegal for you and for merchants to describe the goods as "a gift" to avoid duties and taxes. Be aware of the legal problems it would create for you, your merchants and DHL easySHOP.

You are the "Importer" of the goods and responsible for accurate statements describing the goods and their respective value. Duty and taxes are based on these descriptions. We may be required to terminate your account if we learn of any mis-statement on your part.

Our Customer Service team will be glad to guide you if you still have doubts on this serious matter.

Make sure you are dialling the right number:

• First you need to dial the international dialling access code - usually a '+' or '00'
• Then you need to dial the country code - for example 1 for the US or 44 for the UK

For a UK Merchant, if the phone number is 0207 xxx xxxx, then to dial it from overseas you need to drop the 0 at the beginning and dial 00 44 207 xxx xxxx or +44 207 xxx xxxx.

For a US Merchant, if the phone number is 213 111 2222 then to dial it from overseas you will need to dial 00 1 213 111 2222 or +1 213 111 2222.

Numbers which begin 1-800 or 800 are free call numbers in the US, and numbers which begin 0800 or 08xx in the UK are free call numbers. These numbers do not always work when you dial from outside the country. Or you may get a message advising you that the call is not free and will be charged at international rates. If you are unable to get through to your Merchant's free phone number , you should look for another number on their website, or send the Merchant an email asking for another number.

If you have a Skype account, you can make international calls using Skype credits.

You can find out more about international dialing at http://www.timeanddate.com/worldclock/dialing.html

On occasion, when entering your US shipping address at checkout at selected US online Merchants, you may receive something like the following message: "the street name or number appears to be invalid", or a message that asks you to "Confirm" the address. If this happens, try submitting the address a second time.

Remember: your DHL easySHOP Suite Number is essential to ensure delivery of your goods. Depending on the Merchant you are buying from, you may have to enter it after your name, or in address line 1. Or you may need to reverse the information in lines 1 and 2 of your suite address. If you are getting an error message, try replacing the hyphen (-) between the two numbers with a space.

If trying this does not work, contact us. Our Customer Service team would be glad to assist you.

You pay the Merchant in the currency of their country (e.g. US Merchants will charge in dollars).

When you view your DHL easySHOP account, you will see the duty, tax and shipping/handling charges shown in the local currency for the country from which you bought the goods. This allows you to add the shipping/handling, tax and duty charges to the price of your goods to calculate the full delivered costs.

You can also opt to see the costs converted to your local currency, using the conversion rate of the day, so for example, UK customers will see their charges in UK Sterling, and for Malaysian customers the charges will be shown in Malay Ringgit. Please bear in mind that your bank or credit card company may use a different exchange rate and that exchange rates can and do vary from day to day.

• Using a non US credit card

  Check whether the store accepts non US credit cards when you checkout from their site. Some stores accept certain international credit cards but will only ship to a US address.

• Pre-Paid Cards

  Search the web for companies providing pre-paid or top-up credit cards. Buy one and have it registered to your DHL easySHOP shipping address.

• Virtual Gift Cards

  You can buy virtual gift cards of various values from many department stores with your non US credit card. Remember to provide your DHL easySHOP US shipping address when completing the store's registration
  Click here for an example of a virtual gift card.

• PayPal

  An increasing number of shops are accepting PayPal.
  Click here for a list.

• Phone Payments

  Many shops will let you pay by phone with a non US credit card so long as you have a US shipping address.
  Click here for an example. Read the section at the bottom of the page - Need Assistance.

DHL easySHOP accepts the following payment options:

• Credit Cards
• Paypal
• Debit Cards

For security reasons, please note that we can't accept cards that are expiring the same month as the payment date.

A printable invoice for your shipment is available when you log in to your DHL easySHOP account and click on 'Shipment history' - just click on 'Invoice' next to the Order number.

The unique DHL easySHOP   Total Cost Calculator can give you an estimate of what you will have to pay, but its accuracy depends on the information supplied.

An example of a Tax and Duty calculation for an import from anywhere in the world to Kuwait when using DHL easySHOP would be:

5% on CIF + 1.5 KWD

Example:

Goods Paid Price = US$100

Freight Charges = 30 US$ (Freight value must be declared on waybill)

Insurance C&F = (100+30)*1%= 131.3 $

Total duty value= US$131.3*5%=US$6.5

Conversion to KWD= US$ 6.5 * 0.3 = 1.95 KWD

1.95 KWD + 1.5 KWD= 3.45 KWD

Total Duty Payable: 3.45 KWD

The value obtained from the Total Cost Calculator may be higher or lower than the actual total cost due, for example, to differences between estimated and actual currency exchange rates, package weights, product classification or value, and/or volumetric weight calculations for bulky, lightweight packages. See FAQ What is 'volumetric weight'?

Notes:

• All above charges might vary at any point of time as per Kuwait Customs
• All Duty Exempt Items will be charged only 1.5 KWD

All imported goods must be declared to the importing country's customs office - failure to do this most likely result in your goods being impounded and could even result in a heavy fine or criminal proceedings. DHL easySHOP makes calculating and paying import duties easy, as you simply pay us for all the taxes, duty and shipping costs, and we pass on the relevant payments to customs.

DHL easySHOP calculates the tax and duty for you based on the information you provide about the product and its value. It is very important that the information be accurate and complete. See FAQ How is customs duty calculated?

DHL easySHOP makes paying import duties and tax easy, as you simply pay us for all the taxes, duty and shipping costs, and we pass on the relevant payments to customs.

Many countries have a duty free concession where goods below a certain value can be imported without duty and/or tax. See FAQ What is the duty free limit for imports?

The unique DHL easySHOP Total Cost Calculator can give you an estimate of what you will have to pay, but its accuracy depends on the information supplied.

An example of a Tax and Duty calculation for an import from anywhere in the world to Kuwait when using DHL easySHOP would be:

5% on CIF + 1.5 KWD

Example:

Goods Paid Price = US$100

Freight Charges = 30 US$ (Freight value must be declared on waybill)

Insurance C&F = (100+30)*1%= 131.3 $

Total duty value= US$131.3*5%=US$6.5

Conversion to KWD= US$ 6.5 * 0.3 = 1.95 KWD

1.95 KWD + 1.5 KWD= 3.45 KWD

Total Duty Payable: 3.45 KWD

The value obtained from the Total Cost Calculator may be higher or lower than the actual total cost due, for example, to differences between estimated and actual currency exchange rates, package weights, product classification or value, and/or volumetric weight calculations for bulky, lightweight packages. See FAQ What is 'volumetric weight'?

Download this compensation form and e-mail it, together with proof of purchases and good quality pictures if you want to make a claim, to easyshop.claims@dhl.com

Nearly all transportation carriers have instituted fuel surcharges to account for the wide fluctuations that are experienced in the cost of fuel, a major cost for transportation providers. Although DHL easySHOP goes to great lengths to negotiate the best possible rates, nearly all carriers reserve the right to add a fuel surcharge to the rates we pay. This surcharge will vary based on a set formula related to the price of fuel and may increase or decrease throughout the year. Because of the variability, DHL easySHOP does not have a standard fuel Surcharge but the current amount is available for you in the DHL easySHOP Shipping Cost Calculator.

DHL easySHOP calculates the customs payment amount based on the merchant's invoice. Sometimes merchants do not include an invoice or packing slip with the package, and if that is the case, we will contact you and ask you to send us the merchant invoice and payment receipt you received when you made your purchase. We cannot clear your package through customs without this.

Important: As the "Importer", you are responsible for declaring an accurate value because it determines the customs duty and import tax you will need to pay. We need to know the actual value to insert into the customs declaration on your behalf. If the value is not correct, the item may be held by customs, and you may be liable for additional costs and/or customs fines or penalties.

Please note that we are unable to change any values after you have authorised us to send the shipment.

We will not be able to release your goods without payment. If your transaction is denied by your card issuer or payment service provider, you will need to contact them directly to arrange for funds to be available (or use another payment card) before submitting a further shipment release request

We will store your goods for free for 14 days, but after that we will have to charge you - see How long will you store goods in my Suite?.

If you are registered for VAT/GST in your country, we recommend you to contact your Local Customs offices and ask whether and how you can recover it. They should give you the steps to be followed.

Be aware that duty, shipping and handling costs cannot be recovered.

If you need further assistance, please contact our Customer Service team.

There are a few possible reasons why your credit card might have been declined. We recommend contacting your credit card provider by telephone for further information.

All credit and debit cards carry a security code number. This number is known to the bank and printed on the card, but is not stored or printed anywhere else. Therefore, it can be used as a check that when you make your purchase you are in physical possession of the card, or have at least seen the card at some time. On most cards, the security code number is the last three digits of the number printed on the back, at the top right of the signature strip. You will be required to enter this additional security number before your transaction can be completed.

*American Express puts the number on the front of the card above the credit card account number.

MASTERCARD, VISA:
the last 3 digits of the number printed on the back of your card

AMERICAN EXPRESS:
the 4 digits printed on the front of the card, on the right side.

Shipment Insurance is an insurance option from DHL easySHOP providing opt-in protection for your goods in transit from our hub to you. It provides the assurance and peace of mind that your purchases are protected in the event of loss or damage in transit.

DHL easySHOP’s Shipment Insurance program does not cover any of the following:

• loss or damage to the package sent by the seller to our export facility
• indirect loss or damage
• loss or damage caused by delays
• values in excess of US25,000 (or equivalent in other currency)

Selection is easy. Just check the box on the shipment release page.

The insurance premium you pay is 2% of the combined value of the goods and shipping charges, with a minimum of KWD 2.00.

It will be automatically added to your invoice.

Firstly, check the status of your order online by choosing Shipment history in your account and click on the tracking link for the shipment that you are tracking.

Please contact easySHOP's customer service team to investigate any delays on your behalf and we will quickly examine this further for you.

If your shipment arrives clearly damaged, please make a note on the receipt that our courier requires you to sign. Then open the package and carefully check your goods for signs of damage

If they do prove to be damaged, please complete and return the DHL easySHOPcompensation claim form to easyshop.claims@dhl.com together with your original purchase invoice and good quality pictures if the order is damaged. Please note that you must contact us within 7 days of delivery.

In the case of damaged electronic equipment, you might be requested to provide a document proving that the equipment cannot be repaired.

Don't forget to keep all damaged goods and their packaging as you may be required to return these to us.

This protection does not cover loss or damage that is caused by:

• Your own wilful misconduct
• Ordinary wear and tear
• Delay, however caused
• Electrical fault or non operation of the goods in the absence of any visible damage

No, our Shipment Insurance service only covers loss or damage. It does not cover the late delivery of your shipment. We do our very best to ensure prompt delivery of all purchases; however if your shipment has not arrived, check the status of your order online by choosing Delivery Status in your account and clicking on the tracking link for the shipment that you are tracking.

Please contact the DHL easySHOP Customer Service team to investigate any delays on your behalf and we will quickly examine this further for you. If it appears that your shipment is lost, we will advise you to make a claim.

Download this compensation form and e-mail it, together with proof of purchases and good quality pictures if the order is damaged, to easyshop.claims@dhl.com.

In the case of a damaged electronic equipment, you might be requested to provide a document proving that the equipment cannot be repaired.

Customer service is a priority for us and we aim to provide a quick resolution of all claims. We are committed to processing every claim as soon as we possibly can, and will deal with them just as soon as we can.

The damaged packaging provides clear evidence for our claims handlers to assess each issue on a case-by-case basis, and it enables a quick resolution for our valued customers.

DHL easySHOP will arrange for a courier to pick up any damaged item you received in order to be returned to the merchant you purchased from

For more information about the costs involved, please review the "How Do I Return Items" section.

Your shipment is covered at 2% of the value of the goods and transport with a minimum charge of KWD 2.000.

You must notify us in advance if you require insurance on shipments with a value over US25,000 or equivalent currency.

Shipment Insurance will only cover purchases that show clear, visible damage.

Also, check the FAQ Will electrical products bought overseas work here? for information on voltage requirements and adaptors.

If the product doesn't work at all, you may need to contact the Merchant. Consult the FAQ How do I return or exchange items?

Yes - your Suite number is your unique identifier and the primary means to identify you as a DHL easySHOP customer when your package arrives at our export hub. Along with your suite number, the DHL easySHOP shipping address can be found when you log into your account and click on 'My suite addresses'. The format shown on this page is the most common address format used by merchants. However, this can vary from merchant to merchant

Your Suite Number is very important and you may have to enter your it after your name or in address line 1 depending upon the Merchant. Some Merchants also do not accept the hyphen (-) between the two numbers, in which case, please enter a space.

If a Suite number is not included on the delivery address, we may have difficulty identifying that it is your package and additional fees may apply

If you are expecting a package but haven't received a "New Delivery" notice from DHL easySHOP, contact Customer Support. That will help us locate your package if the Merchant didn't include the correct Suite number on the address label.

Items that are not identified after 90 days will be disposed of as permitted by law.

Your deliveries will be stored in your Suite, free of charge, for up to 14 days for each parcel.

After 14 days, each parcel can be stored for an additional 30 days for a charge of:

- From the 15th day of storage to the 30th day, a charge of 3 USD per piece per day will be applicable;

- From the 31st day of storage to the 45th day, a charge of 5 USD per piece per day will be applicable.

Please understand that the maximum storage period is 45 days, after that your shipments will be removed and disposed Immediately.

We will send you email reminders before your 14-day free storage period ends, before your paid 30-day storage period ends, and again if your 45-days of storage period expires.

Customer Support

DHL easySHOP Customer Service team is available from Sunday to Thursday 8:00 am to 5:00 pm. Friday 01:00 pm to 05:00 pm Saturday 09:00 am to 03:00 pm

Receiving Parcels

Our operations team processes parcels (local hub time):

Shipping Parcels

Our operations team releases parcels Monday through Friday.

Hub Closures

DHL easySHOP values each and every one of its employees. For national holidays, we close our export facilities so that our staff can spend time with friends and family. On these days, packages will not be received or shipped. Upon reopening, we will do our best to ship packages as quickly and efficiently as possible. Please refer to the following table for hub closure dates.

Holiday Season

There are three peak shopping periods that impact the Middle East.

Holy Month of Ramada: Sun – Thu. ( 8 am – 6:30 pm ) ( 7:30 pm – 9 pm). ( 6:30 – 7:30 pm break)
Friday & Saturday ( 9 am – 5 pm)
10 days prior to Eid Al Adha

Global peak of November and December. due to online year-end sales events.

During these periods the number of parcels received and shipped significantly increase. We suggest that our customers order early and then release packages as early as possible to receive their parcels on or before a particular date.

If the package doesn't include an invoice or packing slip showing the amount paid for the item, we notify you of an estimated value and will request you to send us a copy of your online order confirmation from the merchant. It is your responsibility to ensure that the value of the item is accurately stated for customs purposes.

If you would like to correct the value of your delivery, please email us a copy of the order confirmation from the Merchant, and we will be happy do so. (Please click on the 'Send us an Email' link on the Customer Service page).

For detailed information, see FAQ How is customs duty calculated?.

Please note that we are unable to change any values after you have authorised us to send the shipment.

Important: You have the responsibility to ensure that the value of the item is accurately stated for customs purposes. If the value is not correct, the item may be held by customs and you may be liable for additional costs and/or customs fines or penalties.

Make sure you have entered your account number accurately in the format 0000-0000. Enter the number in this way in the login box, including the hyphen (-), then your password and click 'Login'.

If you've forgotten your account number or password click here.

You can also log into your account by entering either your suite number or the email address you used to register with DHL easySHOP.

If you are not sure whether you have created a DHL easySHOP account in the past, you can click on "Forgot Account Number or Password?" and enter your email address.

If you still can't access your account, contact Customer Service. Don't re-register for another account; only one account per customer is permitted.

Please make sure that your spam filter doesn't block emails from us - you should receive an email with your Suite Number and Suite address within minutes of registering (depending on your email system). If you have a spam filter, please make sure it will allow emails from dhleasyshop.com into your inbox - otherwise we can't let you know when we receive a delivery for you!

If your spam filter is off but you still haven't received a mail from us, please contact us.

Please contact us immediately via live chat or email and we will deactivate or block your account. We will issue a new temporary password and email it to the email address that you used when you registered with DHL easySHOP. If we know or suspect you have been responsible for a security breach or if there is suspected fraudulent use of your account, we may not permit you to open a new account.

Be sure you safeguard your password and don't let anyone else have it! You are responsible for all use of your account made under your login and password.

If you have simply forgotten your password or are unable to access your account, see FAQ Help! I can't get into my account

You must be at least 18 years old (or the legal age of adulthood in your country, at which age you are able to enter into contracts) to open a DHL easySHOP account and use DHL easySHOP services.

Also, you must have received any necessary permissions to open a DHL easySHOP account (for example, if you use your employer's email service), and you must agree to comply with the DHL easySHOP Terms and Conditions.

You may only open one DHL easySHOP account, and only one Suite address is allowed per customer.

It's easy to update your personal details with DHL easySHOP. Follow the steps below:

• Login to your DHL easySHOP account with your suite number and password
• Click the My Account button and then click on Change Account Details
• Enter the new information you wish to change
• Click Next to confirm the new changes

Your DHL easySHOP Suite Number is essential to ensure delivery of your goods. Depending on the Merchant you are buying from, you may have to enter it after your name, or in address line 1. If you are getting an error message, try replacing the hyphen (-) between the two numbers with a space.

If a Suite number is not included on the delivery address, we may have difficulty identifying that it is your package and additional fees may apply

If you are expecting a package but haven't received a "New Delivery" notice from DHL easySHOP, contact Customer Support. That will help us locate your package if the Merchant didn't include the correct Suite number on the address label.

We value your business and we'd be sorry to see you go. Sometimes members think they need to close their account because they don't know how to solve a problem. Before you decide to close any of your accounts, we'd like to help you solve any problem you might be having. You may contact customer service and they will be happy to assist you with any queries or close your account on your behalf.

If you wish to change your email address, please log into your DHL easySHOP account and select "Change my Email"

If you have already used our service, you will not be able to change the country. Please contact Customer Service to have your existing account closed and you may then proceed in opening a new account.

US HUB - On May 25, 2018, we moved our export facility from Lockbourne, Ohio to a larger warehouse in Newark, Delaware.

DE HUB - Starting February 19, 2018, our German export facility will be moved to a different building within the same complex. This means your German address building number has changed from 555C to 579A.

What to know

• Where can I find the new address? The new address can be found in the "My suite addresses" section of your Borderlinx dashboard. Your unique suite number has not changed.
• When should I start using the new hub address? Immediately. All future shipments should be addressed to your new hub address.
• I currently have shipments being delivered to the old address. What do I do? To avoid delays, please make sure orders placed are shipped to the updated address. Orders sent to the old address will be transferred to the new hub location within 2-5 days.

Wonder how the customs taxes and duties work? Without getting into all the terminologies and legal complexities of customs regulations, we'll summarise the essentials for you

All imported goods and their values must, by law, be declared to the importing country's customs authority. If an item is wrongly described or an inaccurate value is stated, customs authorities may impose penalties and, in serious cases, there might even be criminal proceedings.

As the "Importer", you are responsible for complying with customs laws and regulations. DHLEasyShop simplifies the process for you. We complete the customs forms with the appropriate product classification and value – based on the information you provide.

Most times, the information is available from the merchant's invoice or packing slip accompanying the package. If the merchant doesn't include paperwork describing the product and the price you paid, DHL easySHOP will request you to e-mail us a copy of the merchant's order confirmation. See FAQ How is customs duty calculated?.

We offer a Duty Delivered Paid service. So once we have the relevant information and you have paid the cost of shipping (including duty and tax) we'll pass your payments for all the taxes and duties to the relevant customs authorities.

Oh, and don't forget, some countries have a duty free concession where goods below a certain value can be imported without duty and/or tax. See FAQ What is the duty free limit for imports?.

The dutiable value for second-hand goods is the price you paid for the goods.

We don't sell goods - just our world class service! Any goods you buy must be paid for directly with the merchant, and your purchase transaction is with them.

You select which items you want to buy –from one of the many, many US and European websites that offer an amazing array of products.

We are responsible for getting your purchases to you – we handle export and import processes, payment of duty and tax on your behalf, and deliver your goods to you.

We are not responsible for any problems you experience with a Merchant or for any defects in the goods you buy.

North America operates on 110/125 volt Alternating Current (AC). However, most of the world operates on 220/250V AC. In order to use a North American appliance abroad, it is necessary to convert (or step-down) the 220/250 volts with either a converter or transformer.

Dual voltage/worldwide voltage appliances (i.e. 100/240V, 110/220V or 120/250V) are capable of being used on 110/120V and 220/250V and do not require a converter or transformer - all you may need is the proper adapter plug(s). If you are unsure about your appliance, always check with the appliance manufacturer.

US single volt (i.e. 110/120V) appliances operate only on 110/120 volts and require the use of a converter or a transformer when used outside the US.

A list of international voltages operating in most countries can be found at http://www.worldstandards.eu/electricity/plug-voltage-by-country .

You should also be aware that there are differences in video standards around the world. Depending on your country, your purchase may or may not be compatible with other video equipment or broadcast video signals.

Unfortunately we do not. We require a full street address and a contact phone number. In that way we ensure to provide you with a better service and reliable delivery of your goods

You can easily make any changes for the last mile delivery using the DHL On Demand Delivery platform

No, sorry, we are not a mail forwarding agency. You may only use your DHL easySHOP Suite address as the local delivery address for products you buy from merchants in the US and the UK.

We dispose of any catalogues, magazines or promotional materials addressed to your DHL easySHOP address.

If you need to move documents urgently from other countries then you should use the standard services of DHL Express

Some Merchants prohibit their customers from reselling products. If the Merchant's website states "Not for Resale" or similar language, you should not order products from that Merchant with the intent to resell them. You should also honour any other terms of sale specified by the Merchant.

Some countries have laws or regulations restricting the resale of imported products. You need to check the laws of your country and comply with those restrictions.

If you do buy products for resale, then depending on the country where you are located you may need special VAT or import tax registration or licenses. Please check your country's import requirements.

Any shipments that appears to be imported for resale (e.g., multiple copies of the same or similar items) may be delayed by customs.

Generally if you intend to import and re-sell within the GCC you will need a valid CR (Company Registration)