Tracking
FAQs
Either click on a subject button below or scroll down to the frequently asked questions. If your question is not listed here please contact our customer service team on the Contact Us page where they will be happy to advise.
Collection and Deliveries
Does Iberia Impex import and export worldwide?
Yes, we have an extensive network of agents and partners around the world and contracts with the worlds largest international carriers. If we personally cannot send your import or export to a country we can contract a carrier, agent or partner to do so on your behalf.
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Can I ship batteries?
Yes, but a Material Safety Data Sheet will be needed. Batteries over 100Wh are considered a dangerous good and documented to IATA specification with special packaging and labels. Please let our customer service team know if you plan on sending batteries and they will advise.
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Can I ship dangerous goods?
We can deliver most dangerous goods provided they are declared so we can request the correct details for paperwork. Please see our webpage on Dangerous Goods.
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Can I get compensation if my package is delivered late?
Yes, we can give compensation if you have a guaranteed delivery time. Please ask our customer service team to give you a list of compensation and insurance quotes.
Can I get compensation if my package is collected late?
It is very unusual for us to collect late. Our guaranteed service only applies once collection has happened.
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My collection is late
I am so sorry to hear this and any inconvenience this may have caused. Our customer service team should be in contact shortly if they have not been already. In the meantime feel free to contact them to see what has happened.
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Can I have a morning or night-time collection?
We will do our best to arrange a time and date to suit you.
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Can I use Iberia Impex as the main importer/exporter for my business/company?
Yes and you will be eligible for a discounted package with ongoing business. Please let our customer service team know when you are setting up an account with us. We can also set up direct debit schemes.
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Can I import and export refrigerated or frozen goods?
Yes this can be arranged. Simply contact our customer service team and they will be happy to arrange your import and/or export.
Insurance and Damage Claims
Can I insure my consignment/package when importing/exporting with Iberia Impex?
Yes, you can directly insure your goods with a value from £50 upwards. Please consult our customer service team for more information and quotes.
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What type of goods are insurable?
We can insure a large range of goods, ranging from electronics and jewellery to food and clothing. Proof of purchase stating the value of the goods upon purchase may be required if an insure claim is logged so please keep this in mind.
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Can older and used goods be insured?
Yes, the insurance will reflect the total loss.
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If I insure my goods for less than what they are worth can I get the full value back in insurance?
You will only be able to get a value up to the insurance policy taken out back on insurance.
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I’m the manufacturer/producer of the goods I am shipping what documentation will I need to log a claim?
We ask for the sales invoice and list of the production/manufacturing costs instead of the purchase invoice in this case.
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Should the receiver sign for goods if they are damaged?
Yes, sign to accept but log them as damaged so we can process insurance after.
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Who is the assured party?
The assured party is whoever you wish to receive the insurance claim funds.
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I’m the receiver, can I enact the insurance policy?
No, you must contact the sender to do so.
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Should I move the goods or remove the packaging if I’m logging an insurance claim?
No, you should try and keep the goods in the position and packaging they were delivered in until the insurance claim is accepted or if you cannot please take photos of such to help validate your claim.
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Is there cover on my consignment?
Yes, all services come with inclusive transit cover, ask our customer service team to confirm the amount this is for when arranging your import/export. You may be able to take out further cover as well, our customer service team will advise you.
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How long will my claim take?
Iberian Impex aims to resolve claims within 30 days of a client logging a claim. In most cases this is carried out a lot sooner than 30 days.
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How long do I have to log a claim after the goods are received?
You have 24 hours to log a claim after the goods are received.
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How do I log a claim and enact the insurance policy?
Please visit our Insurance page on our website to log a claim and enact the insurance policy.
How to Prepare a Pallet
What pallet type should I use?
If you are booking a pallet service, please use a standard UK pallet (120x100cm) or a Euro pallet (120x80cm). All the carriers within the UK can safely handle these 2 pallet types. Please make sure you do not use an American pallet. Also, please ensure the pallet you are using must be a 4 ways pallet, so it can be easily lifted by a pump-truck.
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How should I wrap my pallet?
Either shrink wrap or strapping may be used to secure the goods down on the pallet, and we suggest protective materials where possible.
What are the size, weight and height restrictions of a pallet?
We have various sizes of pallets the standard ones are listed on our main homepage, for a full list please contact our customer service team on our Contact Us page. All of them have the same base size, which is 120cm by 100cm deep. The standard maximum height is 220cm with the pallet height included. In term of weight, pallets must not exceed 1,200 kg. We also handle oversized pallets.
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What documents do I need to attach to the pallet?
If you are shipping within the UK, you will only need to attach the labels received from us. If you are shipping a pallet outside of the EU, apart from the labels, you will also need to attach 4 copies of the commercial invoice and the packing list, but our customer service team will keep you right every step of the way.
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Where should I place the labels on the pallet?
Labels must be fixed firmly to the side of your pallet (ideally on at least 2 sides) and should clearly show the consignment reference and delivery address. Please avoid placing the label on top of the pallet or handing labels to our drivers.
How do I know if my consignment is properly packed?
If you are unsure our customer service team will advise and if you send them a photo they can tell you if there’s any alterations you need to make.
I have packed the pallet inside my house. Can you collect it from there?
Yes, we can collect and deliver kerbside-to-kerbside.
COVID 19
Will COVID-19 affect my domestic shipment?
Delays are possible but unlikely, we will advise you if there is any delays as a result of a COVID-19 outbreak.
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The receipient or sender has tested positive for COVID-19, what should I do?
Should the recipient test positive for COVID-19 within the days leading up to the delivery please send another person to collect the delivery instead or contact our customer service team or delivery driver directly to arrange a different delivery point or date. The same advice applies for collections.
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What steps are Iberia Impex taking to ensure COVID-19 regulations are being met and the safety of the sender and recipient?
Our delivery and collection drivers undergo regular testing and are asked to comply with the COVID-19 rules and regulations where possible, such as social distancing, mask wearing and regular cleaning and disinfecting of hands. Regular disinfecting is carried out in all our modes of transportation.
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How does COVID-19 affect my international shipment?
As we all know, several countries across the world are severely affected by COVID-19, and there may be some restrictions. If we are notified of any COVID-19 issues which may affect your import or export our customer service team will inform you immediately.
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My consignment comes from an area where COVID-19 has been reported. Is it safe to receive it?
The advice at the moment is yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low. However, we firmly recommend you to follow the hygiene standards: wash your hands regularly, and avoid touching eyes, nose and mouth.
The address that my consignment was supposed to be delivered to has been closed off due to COVID-19. What should I do?
If your consignment was not collected yet, we can postpone the shipping. If your consignment is in transit, you can re-route it to a different location or take avail of our storage facilities. Also, you have the option to return the consignment to the collection point. Contact our customer service team and they will be more than happy to discuss your options with you.
Customs
Does Iberia Impex help with Custom Checks?
Yes, Iberia Impex will help with almost all custom checks and will make this process as swift and easy as possible for the client, outlining costs and requesting details up front. In some instances however, countries may request further custom checks and fees which are unexpected and out of our control. In these instances they may contact the client directly.
Brexit
Do I need a EORI number?
Iberian Impex has an Economic Operators Registration and Identification number (EORI number) for moving goods, however you may require one too if you are based in the UK.
If you're based in the UK you'll need your EORI number if you:
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appoint someone to deal with customs for you and are ‘established’ in the country you’re importing to or exporting from
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make customs declarations
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use customs systems, such as the CHIEF system and the Import Control System Northern Ireland (ICS NI)
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apply for a customs decision
For more information visit https://www.gov.uk/eori or contact our customer service team who will be happy to help.
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Does Iberian Impex have a shortage of drivers due to Brexit?
luckily we do not have a shortage of drivers so our services are not disrupted by this issue. Due to extra customs checks there may be a slight delay at ports but our tracking system offers minute by minute tracking and our customers service team will keep you informed of any changes.
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Is there more customs checks or documentation required when importing into UK?
Yes, due to Brexit there is further custom checks and documentation needed now when importing into the UK. Our customer service team is up to date with the requirements and the current Northern Irish Protocol situation, our customer service team will tell you what is required and help with any documentation needed, they will also keep you informed of any changes should they occur. Our prices include custom check prices.
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Do I need an EU EORI number if I’m a private individual based in the EU?
No.
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Where will I find commodity codes?
Commodity codes can be found on this link:
https://www.gov.uk/trade-tariff
HMRC and Iberian Impex can also help advise you directly of commodity codes.
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Is a commercial invoice required when shipping from Northern Ireland to an EU country?
Not currently.
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Should I pay taxes in the EU if I’m based in the UK?
If the sender is a business, yes. The UK sender will need to have an EU EORI number registered to their address.
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If I’m shipping to Northern Ireland, the Republic of Ireland and rest of the EU do I have to pay import taxes?
Yes, our customer service team will advise you of these when you contact them.
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How are import taxes calculated?
Import taxes are based on the value you completed on the invoice and the commodity codes. Customs will calculate the costs based on these details.
For goods of UK origin being exported to the EU, there is no Duty applicable. However, VAT (taxes) will apply. The same applies to imports from the EU.
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Who must sign the commercial invoice?
The client who booked the job needs to sign commercial invoice.
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What is the difference between DAP and DDP Incoterms?
DAP, is used for if you want the duties to be paid by the receiver.
DDP, is used for if you want the duties and taxes to be paid by the sender.
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What happens if the recipient refuses to pay for duty and taxes?
Either the sender can cover the taxes, or the pallet can be returned to the collection address. However, there will be a return cost in this situation.
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I do not have a commercial invoice, what do I do?
Our customer service team can create a commercial invoice with some details from you.
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I am a private individual sending my personal belongings to a EU address, do I need to fill in a commercial invoice?
No, instead you will need to fill in a Pro-Forma Invoice which less complex, however the information must be accurate. You will be asked to send a recent proof of address and/or residence in the country before the carriers will be able to clear the goods through Customs.
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I am exporting to the EU, should I charge my customer VAT?
No, you should not charge VAT. Taxes are paid locally, your customer will be charged VAT when the goods arrive in the country. They will also have to pay Duty if the goods are not of the UK/EU preferential origins.
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I would like to import from the EU into the UK. Do I need my own customs broker?
No, we can act as your broker. Our prices include customs clearance.
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I am exporting from Northern Ireland to the EU, do I need to charge my customers VAT? What about when shipping to Great Britain?
Yes, you should add VAT to any invoices when dealing with EU-based customers. The same applies for customers based in Great Britain.
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I am based in Northern Ireland and want to send goods to the EU. Do I need an EORI number?
No, currently you do not need an EORI number and you do not need to complete a commercial invoice.
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I am based in Northern Ireland and want to ship to Great Britain. Do I need to be EORI registered?
No, currently you do not need to be EORI registered or complete a commercial invoice if you wish to send goods to Great Britain.
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I want to buy goods in Great Britain and import them into Northern Ireland. What do I need?
Businesses must be GB EORI and XI EORI registered in order to complete the import. You will also need to complete a commercial invoice but our customer service team will be able to help with this.
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Do I need an EORI number to be able to export to any country outside of the EU?
No, you will only need an EORI number for exports/imports to/from the EU.
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How important is it to give the accurate reason for import/export?
Very, as it dictates if customs will or will not apply duty or taxes. If the reason for export is "sale", then duty and taxes will apply. However, if the reason is "return of faulty product", then no duty and taxes will apply. You will however be requested to provide the initial purchase invoice.
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I want to ship foodstuff to the EU. Is this possible?
Yes, Iberia Impex offers foodstuff imports and export services including refrigerated and frozen imports and export services.
Do I still need to fill out in the commercial invoice if I use the air service to ship to Europe?
Yes, regardless of which service (air, land or sea) the customs clearance process is the same. You still need to provide all the information required by law and have a complete and signed commercial invoice. As does the carrier you use.
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I need to pay VAT in GB for goods I have imported from the EU, how do I do this?
Iberia Impex will make contact with you and ask you for the payment of VAT when the goods have cleared customs and arrived in the UK.
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