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Customer Service
FAQ: Mantel & Brexit
As a customer, you probably want to know more about this before ordering.
We completely agree, which is why we've created this FAQ to inform you as best we can.
Due to uncertainties surrounding import duties and customs formalities, it is currently only possible to place orders with a total value (excluding shipping costs) of less than £135.
This means that all products costing more than £135 cannot be placed in the shopping cart. Additionally, if the value of your cart is over £135, the payment option will not appear.
This situation will remain the same until we get further clarity from the UK government and our shipping partners.
As and when new information becomes available regarding this situation we display any updates via the banner on the homepage of our website.
Can I split my order up into smaller orders?
Yes, if it concerns multiple products you can split your order, to keep your order below £135. However, each individual order will incur shipping costs.I want to order a bundle/ combo product over £135, can I split it up?
Unfortunately not. Bundle products or combo deals cannot be split up. This includes products like groupsets.I have an (XI) EORI number, can I use that to get exemption from the £135 order limit?
Our focus is Business-to-Customer (B2C) and not Business-to-Business (B2B). Our system therefore is not set up to apply (XI) EORI numbers to accounts or orders.Are there extra import taxes or customs charges?
There are no import levies or additional customs charges on orders under £135. This means that you should not expect any additional charges when the parcel is delivered to your door.Yes, although Brexit has caused us to update our return procedure.
Products with a value of less than £135
To successfully return your warranty case with a value of less van £135 to our warehouse in the Netherlands register your warranty case here.
Products with a value of £135 or more
Products with a value of £135 or more are subject to different terms and conditions and must follow a different warranty claim procedure. If sent via the online warranty registration we will be unable to return them to you due to the fact that we cannot ship items over £135 .Please contact our Customer Service department so that we can assist you in finding the best solution.
No, Brexit has caused us to update our return procedure. We will provide you with all that is needed to smoothly return your parcel to our warehouse in the Netherlands.
To successfully return a parcel to our warehouse in the Netherlands follow these simple steps.
No, not normally. But it may be that customs is very busy, making it all take a bit longer. You can find this information in your Track & Trace.
No.
Are there any other costs besides the shipping and return costs that I have to take into account?
No, we ensure that there are no additional costs for our customers. The prices you see are therefore inclusive of any levies and import duties.
All orders are shipped from the Netherlands and, therefore, deliveries made to the UK may be subject to customs, legal, regulatory and certain practical restrictions. Not to worry, we will take care of this part. In the final steps of placing your order you will see an order overview that includes the costs of the products and their delivery. These delivery costs include all custom duties and surcharges. Meaning that our product price combined with the delivery costs are the final costs for your order so there are no unwelcome surprises when it is delivered to your front door.
Returns
The same goes for a return. By using the return label we supply you will have no further surcharges or custom duties for exporting the product back to the Netherlands.
Yes, the new shipping costs are £ 9.99 for all orders.
Why have the shipping costs going up?
UPS must import all parcels one by one into the UK. This means that they all have to be declared at customs and our carrier will charge extra for this.
No, we ship everything from the Netherlands.