Additional fees and surcharges
Shipping surcharges are additional fees or charges that are added to the standard cost of a shipment. These additional charges can vary depending on the carrier and the specific circumstances of the shipment.
If you have questions or concerns, please contact our customer support team through chat, phone or our online contact form. Our team is available Monday – Friday, between 8 am – 5:30 pm CET.
Phone number: +44 203 129 2884 | +352 20 301 269
Contact form: eurosender.com/contact
Our team always investigates each case individually and makes an effort to solve them in the most beneficial way for our customers.
The most common reasons for shipping surcharges
- Additional items
Whenever the number of items in a shipment exceeds the originally stated amount, carriers impose a surcharge to cover the additional handling and transport required. - Additional insurances
Surcharges apply for including supplementary coverage or specific types of insurance to a shipment. It covers the increased risk or cost associated with the extra coverage. - Overweight or oversized
When a parcel is larger or heavier than originally ordered, a surcharge is applied to accurately reflect the total shipment cost. This may also apply to parcels that exceed the courier’s weight and dimensions limits, although in such cases, the parcel is normally returned to the shipper. - Change of order
This indicates that the original order has been modified, resulting in increased costs compared to the initial quote. Examples can include changing the delivery address, increasing the size or number of parcels, or opting for a different courier. - Issues with collection or delivery
In case of any failed collection or delivery attempts, carriers may add surcharges to cover the costs of additional service attempts. Such issues often arise due to a wrong or incomplete address or no one being present to receive the shipment. - Customs costs
These are fees charged by the customs authority of the destination country when shipping goods across international borders. Customs costs cover the expenses related to processing and inspecting the goods, in addition to any relevant taxes or duties. - Storage costs
When goods are stored in a warehouse or storage facility for an extended period, often resulting from failed delivery attempts, surcharges may be applied to cover the costs of keeping the goods in storage until they can be transported or retrieved. - Authorities duties
This surcharge is applicable in cases where goods are falsely declared, such as shipping a different item than what was declared, resulting in the truck being heavier, or declaring an incorrect shipment value. - Additional packaging costs
When a parcel requires special packaging that is beyond the scope of a carrier’s standard service, surcharges will apply. Typically, this situation arises when the packaging is deemed inadequate to ensure the safety of the contents during transit. - Costs of disposal
This refers to the cost of disposing of certain types of parcels, particularly those that have been deemed undeliverable due to damage or inadequate contents. - Shipment redirection
This is when a parcel needs to be redirected or rerouted to a different delivery address after it has already been shipped. Examples include if the recipient’s address needs to be changed or if delivery issues require the parcel to be redirected to a different location. - Violation of terms
Shippers must follow the carrier’s terms and conditions regarding packaging, labelling, weight, dimensions, prohibited items, etc. Not complying with these terms can result in a surcharge by the carrier, which covers costs for handling non-compliant shipments.
How does the surcharge process work?
The person who initiated and paid for the shipment will be asked to pay any surcharges incurred, regardless of whether the sender or recipient is responsible for the additional fees. We will notify you via email and provide instructions on how to pay the fee.
How long does it take to resolve a dispute?
On average, disputes are resolved within a week, but please note that the resolution process can take up to a couple of weeks, depending on the complexity and courier response time.