If your order hasn’t been processed and shipped, I can cancel it and issue a full refund. If it has already been processed, I’m afraid cancellation isn’t possible — but you can return the order for a refund (see returns policy).

Want to add items to an unfulfilled order? No problem — message me with what you’d like to add. I’ll adjust your order and email you a payment link to settle the balance.

If the order is still being processed (not yet shipped), I can amend the address. Once shipped, I can’t change the address. In this case, we will have to wait for the shipment to return before being re-shipped.

Items can be returned within 14 days of purchase and must be in good, saleable condition.

Please ship returns via a tracked/recorded service and insure them. Include your order number so I can process the refund promptly.

I use Royal Mail for most UK orders. Royal Mail aims for next-working-day delivery with their 24hr service, but this isn’t guaranteed. Orders under £20 use 48hr service and are slightly cheaper in shipping costs.

If your delivery is overdue, please get in touch 14 days after the estimated due date.

Orders containing the Thick Skull Case, Archives or the Pitch & Dugout ship via DHL with tracking provided.

Good news: I use the EU’s IOSS system for eligible orders and have also invested in updating my shipping calculator to deal with the new EU customs duty introduced in July 2026.

For qualifying orders, your country’s VAT is collected at checkout through IOSS. Any applicable €3 EU customs duty is already included within the shipping price shown to you at checkout, and I pay that duty on your behalf when your order is shipped.

This is designed to make ordering from Charlie Victor Products into the EU as straightforward as possible, with the costs dealt with upfront rather than unexpected customs charges appearing when your parcel arrives.

What this means for you

• Under €150 goods value: Your local VAT is collected at checkout through IOSS. Any applicable €3 EU customs duty is already included in the shipping price and is paid by me on your behalf. There should be no VAT or customs duty to pay on delivery.
  
• Over €150: IOSS does not apply. Import VAT, customs duties and carrier handling fees may be charged on delivery by your local customs authority or carrier.
  

What is the new €3 customs duty?

From 1 July 2026, the EU introduced a new customs duty on qualifying low-value goods imported from outside the EU.

The charge is based on the customs categories contained within an order, so an order containing different types of goods can attract more than one €3 charge.

This is an EU customs charge, not a fee introduced by Charlie Victor Products.

Since the new rules came into force, I have been absorbing these charges myself while I worked on a reliable way of handling them through the website.

That work is now complete. My shipping calculator has been specially updated and tested so the applicable customs duty can be automatically included in your shipping price.

What counts towards the €150 IOSS limit?

• The limit is based on the intrinsic value of the goods in a single shipment — essentially the value of the products themselves.
  
• Shipping does not normally count towards the €150 threshold when it is shown separately.
  
• Orders above €150 fall outside the IOSS system and are handled under the normal import VAT and customs rules.
  

Carriers & timing

• Most parcels ship using Royal Mail International, with a typical delivery aim of 5–10 working days. Please allow longer if customs are particularly busy.
  
• Larger products such as Thick Skull Cases, Archives and Pitch & Dugout sets may be shipped by UPS with tracking.
  

Why this helps

For eligible orders under €150, the system now handles both sides of the process:

• Your EU VAT is collected through IOSS at checkout.
  
• Any applicable €3 EU customs duty is included in your shipping price.
  
• I then pay the customs duty on your behalf when the order is shipped.
  
• This helps prevent unexpected VAT or customs-duty demands when your parcel arrives.
  

I have invested in this additional checkout and shipping functionality specifically to make ordering from Charlie Victor Products into the EU as straightforward and transparent as possible.

Last updated: 4 September 2026

I use Royal Mail for USA deliveries with a Delivered Duties Paid (DDP) service. This means I collect duties and import taxes on my website at checkout, so there should be no surprise charges when your parcel arrives. Because duties are paid upfront, there shouldn’t be any handling or brokerage fee on delivery. In practice, this should make the total landed cost more cost-effective for most USA orders.

For orders that contain MK.II Thick Skull Cases and Thick Skull Archives, I’ve stopped using UPS and now send these with Royal Mail as well. I’m currently unable to use a UPS service that supports DDP for these items, but I’m in touch with couriers and will keep exploring a DDP option for the future.

Royal Mail aims to deliver in 7–15 working days, but please allow 4–6 weeks due to possible transit/customs delays.

Your local customs may charge import VAT/duties and a courier handling fee on arrival (these are set/collected by your customs or courier, not by me).

• Tracking: Orders over £20 ship with a tracked service as standard. The tracking number will be supplied once the order has been processed and will arrive via email.
  
• Customs holds: If you suspect a hold, contact your local customs/post first — many services don’t notify you automatically.
  
• Heavier items: For orders that contain MK.II Thick Skull Cases, Thick Skull Archives, or Pitch & Dugouts I use UPS.

Tracking details are emailed to you when the order has been processed. You can also find this information in your account (if you have one) on the website.

If an item is missing, incorrect or faulty, please contact me and I’ll put it right as quickly as possible. I’ll arrange for any missing or replacement items to be sent and make sure you receive what you ordered.

From 1 July 2026, the EU introduced a new €3 customs duty on qualifying lower-value ecommerce orders entering the EU from outside the EU. This is separate from VAT and can apply more than once where an order contains products from different customs categories.

Since the new charge was introduced, I have been absorbing this cost on behalf of EU customers while I worked on a proper checkout solution.

That solution is now live from 04.09.26.

My shipping calculator has been specially updated so that any applicable €3 EU customs duty is automatically included within the shipping price shown at checkout. The charge is applied per customs classification/HS code represented in the order, rather than simply per physical item — so multiple products sharing the same HS code are grouped together, while products falling under different HS codes can each attract a separate €3 charge.

For eligible orders up to €150, VAT is still collected through IOSS as normal. The customs duty included in the shipping price is then paid by me on your behalf when I ship the order.

So for qualifying orders under the IOSS threshold, the aim is simple:

VAT is dealt with at checkout, the new customs duty is already included in your shipping price, and there should be no VAT or customs duty left for you to pay when your parcel arrives.

Orders over €150 fall outside IOSS and may be subject to import VAT, customs duties and local carrier charges on arrival.