Just copy and paste your virtual address, along with your eezyshipper ID, into the online store’s delivery address fields on the checkout page. The store will ship your purchases to that address, where our team will receive them and ship them on to your home country.
If you are asked to enter a billing address when paying for your online purchases, you should use the address to which your debit or credit card is registered.
Export regulations require us to open all packages to ensure compliance. However, we will try our best to repack your order as it was when we received it.
Of course. We will accept all your purchases as long as they are legal and not prohibited or subject to export restrictions. You can find a list of restricted and prohibited items here.
If your merchant’s checkout displays an error message when you enter your address, or suggests that you should enter the address is a different format, try entering the address a second time, using the usual format. If the message persists, try placing your eezyshipper ID (ESXXXXX) in line 1 of the address if you initially placed it in line 2, or place it in line 2 if you initially placed it in line 1. Please do not allow the address to be entered without the inclusion of your eezyshipper ID, as it is essential for linking your purchases with your account. Before finalizing your purchase, please ensure that your eezyshipper international address is posted in full at the merchant’s checkout, complete with your eezyshipper ID number. As long as all the address details are present, including your eezyshipper ID, your purchases should reach our facility without any issues.
A business day is any day in which businesses in the origin country are normallyy operating. We follow the business days (also call working days) of each origin country. In UK and Kenya, business days are Monday, Tuesday, Wednesday, Thursday, and Friday.
We operate between 9:00am and 5:00pm in the time zone of the origin country (UK), from Monday to Friday.
If you can’t get through to a merchant overseas, the first thing to do is make sure you are dialing the number correctly. When dialing internationally, you must place a ‘+’ or ‘00’ (the international dialing access code) and then the country code before the actual phone number, and drop the phone number’s leading ‘0’ if it has one.
For example, to dial the UK number 0205 123 1234 from overseas, you would need to dial +44 205 123 1234, or 0044 205 123 1234.
In the above example, the 00 or + is the international dialling access code, 44 is the country code, and the remaining numbers are the merchant’s phone number without the leading ‘0’.
For a merchant in the United States, you would need the international dialling access code, followed by ‘1’ (the U.S. country code), followed by the merchant’s phone number (U.S. phone numbers do not have a leading ‘0’).
So for example, if the merchant’s phone number is 123 123 1234, you would need to dial +1 123 123 1234 or 001 123 123 1234. It’s also important to note that while some phone numbers, typically beginning with 1-800 or 800 in the United States and 08 in the United Kingdom, are free to call, but only when dialling from within that country. They may not work at all when you dial them from another country, or you might get a message advising that the call is not free, and that you will be charged at an international rate. If you are unable to get through to your merchant on a free phone number, try to find an alternative number on the merchant’s website, or send the merchant an email requesting an international number.
TIP: If you are a Skype user, you can use Skype credits to make international calls. To learn more about making international phone calls, check out the information at http://www.timeanddate.com/worldclock/dialing.html.
Currently, you can use eezyshipper to shop online overseas if you are located the Kenya. If you are located in either of the countries above, you can now use our platform to shop online in the United Kingdom . We plan to add new shopping and destination countries in the near future, so please check back here regularly for updates to our service coverage.
The maximum values of goods that we can accept for shipping are as follows:
• For shipping from your Eezyshipper UK address - $3,000
If the value of your order from a merchant is higher than $3,000 in the UK, it will not be possible to accept it at your Eezyshipper international address. The order will be returned to the sender. If the order got delivered, you will be contacted by our team to initiate a return to the merchant.
Your overall delivery lead time is split into two stages. First, your purchases must be delivered by your merchant, to our facility in the origin country, UK. The time for this first stage will depend on the delivery options offered by the merchant, and which option you select. However, delivery time from the merchant will typically be between one and three days.
The second stage of shipping is from our facility to your home-country address. This typically takes between ten and twelve business days. Therefore, you should expect to receive your goods within seven to ten business days of purchase. Please note that the above time frames are estimates, and cannot be guaranteed. International shipping times can be affected by many variable factors, including weather, customs processing times, and the location of your delivery address.
We typically open your packages for several reasons:
1) To make sure the contents are not broken or damaged.
2) To ensure that the contents comply with export and import regulations. For example, some products are prohibited from exportation from the origin country, or from entry into your home country.
3) To access the printed invoice inside the package, which we require to send your purchase across international borders.
When you log into your account, all your purchases will be visible in your dashboard. Click on any item to view the tracking status. We will also send you notification emails at key stages in the shipping process, like when we receive your purchases at our warehouse in the origin country, when we dispatch them, when we receive them at our facility in your home country, and when we dispatch them to your delivery address.
The eezyshipper platform allows you to see the progress of your purchases from when we receive them at your eezyshipper international address, until they arrive at our warehouse in your home country. You can see precisely where your shipment is and what is happening to it, by checking the status in your dashboard.
If there are obvious signs of damage or breakage when your purchases are delivered to our facility, we may reject the package and return it to the sender. In that case, we will notify you.
If we notice any breakages or damage when we open your packages, we will notify you and explain our findings. We will ask you how you wish to proceed, but recommend that you contact the merchant to arrange for a refund or replacement for the damaged/broken items. We will not ship the items to you until/unless you provide us with a specific instruction to do so.
Unless the merchant has supplied a prepaid return label, or takes responsibility to collect any items that you wish to return, we reserve the right to apply fees for the return shipping. Please contact your merchant directly to discuss the payment or refund of our shipping charges.
eezyshipper ’s preview feature makes it easy to inspect your purchases after they arrive at our warehouse in the country of origin. We post photographs of your unpackaged purchases for you to view and inspect in your dashboard.
If your visual inspection reveals that your items don’t match your order, you can initiate a return to the merchant. To do so, you must notify us of the problem within 24 hours of discovery. Please note that we must receive an instruction from you before we can return a purchase to your merchant.
No. We ship your packages in the same configuration as we received them from the merchant. If we received one package, we ship one package. If we received two packages, we will ship the same two packages, and so on. This will not impact your shipping fees, as you only pay 100 grams starting with a minimum of 1KG regardless of the number or size of packages.
No. We can only ship your items in the same configuration as we received them from the merchant. If the merchant sent multiple items in a single package, we will ship them the same way, and will not split them.
To convert lbs. to kilos, divide the number of lbs. by 2.2046. For example, 22 lbs. would become 10 kilograms (22/2.2).
No. Unfortunately, due to high the volume of deliveries received at our facility in the country of purchase, we are unable to single out and refuse deliveries on behalf of our customers. However, we may refuse a delivery from a merchant if the package shows clear signs of damage to the contents.
If you believe your shipment is lost, first check the tracking status of your parcels in your eezyshipper dashboard. If you are still concerned after checking the tracking status, please contact us. We will investigate the matter promptly and advise you of our findings.
A merchant invoice, sometimes called a payment receipt, is a document, which can be in electronic or paper format,
issued by a merchant when you make a purchase. The merchant invoice shows the price you paid for your purchases,
and might contain other information, such as the name and address of the merchant.
A hard copy of the merchant invoice should accompany your purchases when they are shipped from the seller to your eezyshipper international address. Many merchants automatically attach a copy to your package before dispatching it. However, some may email you an electronic invoice, in which case we request that you forward it to us, as we will request it from you anyway if we don’t find a hard copy with your package.
If you find a request for delivery instructions on your merchant’s checkout page, please use the opportunity to request a hard copy of the invoice to be packed with your purchases, and be sure to keep copies of your invoices, in case eezyshipper or the customs authorities require them for export or import purposes.
Customs authorities require information regarding the purchase value of all products. The information is used to assess duties and taxes payable and to differentiate between high and low value products. We use the values stated on the merchant invoice to provide a pro-forma invoice for customs.
Yes, all purchases are subject to VAT at the rate applied by the country of import.
No. To do so would be illegal and would implicate you in the commission of an offence. That’s because, in an international sales transaction, you are the importer, and therefore, responsible for providing accurate information relating to the nature of the imported goods, and their value. Duty and taxes are calculated on the basis of the information you—and the merchant—provide.
If your merchant makes a false statement by claiming that your purchases are gifts, you, the merchant, and eezyshipper would be at risk of legal action.
For that reason, we reserve the right to terminate the accounts of customers suspected of knowingly making false statements about goods and their value. If you need any further clarification of points relating to this topic, our customer service team will be happy to advise you.
Yes. The payment of duty and taxes is a legal obligation, and it is a criminal offence to try and evade them. eezyshipper will not be complicit in such attempts. We are bound by law to declare all goods to customs when shipping them to your home country, and to name you as the importer.
There are some circumstances under which you may not have to pay duty or tax, but those circumstances are dictated by the customs authorities in the country of import.
For example, your country may have a de minimis value for imported goods, and if your shipment falls under that value threshold, eezyshipper will not collect any tax or duty payments from you. However, the customs authority in your country will have the final decision on matters of tax and duty collection, and have the right to reclassify your imported items as they see fit. In the event that this should happen, any assessed tax and duty payments will be collected from you at the point of delivery. If you are not sure whether your international purchases will be liable for import taxes or duties, please contact us, and we will try to advise you of your likely obligations.
You may also be liable for local taxes in the country where you are shopping. If so, these should be charged by the merchant, and included in the total price you pay at the checkout. Finally, for your own piece of mind, NEVER accept offers from a merchant to help you avoid customs duties and taxes, or be tempted by implied offers to misclassify or undervalue your purchases. As the importer in any international sales transaction, you’re charged with the responsibility for accurate valuation and declaration of your shipments for customs purposes. The law will not fall on your side if any information provided by you or your merchant is deemed misleading or fraudulent.
All fees payable will be displayed on your eezyshipper dashboard. You can pay your eezyshipper fees by debit/credit card. We will soon be introducing the facility to pay via PayPal.
Yes. We will calculate all fees payable, including VAT, and display it on your dashboard.
We physically weigh and measure your packages, and calculate the total weight. Our fees are based on the actual or volumetric weight of your shipment.
A credit/debit card security code is a safety feature used to protect you when you make purchases online, or in any situation where you do not present the card in person.
On most cards, the security code comprises three digits printed on the back of the card, just above the right hand side of the signature strip. However, some card issuers, such as American Express, print the security code on the front of the card, and use four digits instead of three.
When you use your card to pay for goods and services online, such as your international purchases and eezyshipper shipping fees, you will be required to enter the security code to complete your payment.
We accept online payments made with a debit card or by credit card (PayPal coming soon).
No. Our shipment insurance does not cover delays. It only protects you against losses or damage to your goods. We are unable to guarantee shipment times, but if you feel your goods are taking longer than is reasonable to arrive, please contact us, and we will investigate the matter promptly. If our investigations indicate that your shipment may have been lost, we will advise you to make a claim against your insurance coverage.
We recommend that you do keep any packaging in the event that you make an insurance claim for damage. Any damage or marks on the packaging will provide vital evidence enabling our claims handlers to make a fast and accurate assessment, and resolve your case quickly.
We will arrange pick up of any damaged item you received and return it to the merchant from which you purchased it. However, you will need to pay shipping fees for the return. To arrange a return of damaged goods, please contact us so we can create a return order for you.
No. Eezyshipper insurance only covers you against loss or physical damage to your goods. If you receive a device and find it to be faulty, but it has no clearly visible damage, you should contact the merchant to resolve the problem or provide you with a refund or replacement.