Brexit FAQ's

1. My account is set up for import VAT and other charges to be billed to my UPS account. Why is the UPS driver asking me for cash before my package can be delivered?

In cases where the consignee’s company name on the commercial invoice diﬀers from their company name on their UPS account, it may not be possible to bill import VAT and other import charges to their UPS account. If you believe that your import VAT/charges should be billed to your UPS account, please contact customer services. Also ensure that frequent senders from the EU use your correct company name and your account number on the commercial invoice to avoid any confusion.

2. We are now well past the entry into force of the new trading relationship between the EU and the UK. Why is a package that I’ve shipped recently still not delivered?

The new trading relationship between the EU and the UK, as well as a surge in volume due to corona virus lock downs, has stretched the capacity of customs authorities to their limit.

Packages may also not arrive as scheduled if import clearance documentation is missing or incomplete

3. My customers need to pay taxes, duties and fees to receive delivery. Are there any alternatives to paying the UPS driver cash on the doorstep?

There are a three ways that a recipient can pay any taxes, duties and fees in order to receive their deliveries. If the recipient is a UPS My Choice member or you place their email address in the shipping information, their delivery notiﬁcation will include a link with the option to pay online before delivery. (not available in ROI) Other recipients can pay any charges by calling UPS Customer Service in advance of their delivery, or in cash to their UPS driver at the moment of delivery

4. What can customers do to ensure shipments clear customs smoothly?

A large part of the delays are caused by incomplete or missing information required for import clearance. We strongly encourage our customers to ensure that all required documentation is in order so that packages can smoothly clear customs.

We advise shippers to inform their customers (the receiver) of any additional Brexit related charges that may apply to shipments moving between GB and the EU to avoid unpleasant surprises as well as delays/refusal of delivery.

We deliver value by helping our customers manage cross-border risk and to that end we have created a Brexit guide to help them with shipping: https://solutions.ups.com/gb-brexit.html

5. UPS seems to still be in crisis mode, when will services ever get back to normal?

Despite challenges in the ﬁrst quarter, UPS services have largely returned to normal. We have been able to remove all service relaxations in Europe, and the remaining suspensions of our money-back guarantee for Worldwide, Transborder and Domestic Express will be lifted on 10 May. While there are isolated cases of brokerage holds in the network, this represents a very small proportion of the volume we deliver on a daily basis.

6. Is UPS investing to make its network more resilient?

UPS continuously invests in enhancing our network and services to enable customer growth. Because of the $2 billion we recently invested in Europe, we were able to continue serving our customers during an unprecedented economic environment. And those investments are continuing. We recently doubled the capacity of our second-largest air hub in Europe at East Midlands Airport (UK), opened fully last month.