This article explains how customs fees work, what information is included with shipments, and what to do if customs authorities request additional documentation.
Customs Fees & Import Charges
When physical certification rewards are shipped internationally, local customs authorities may apply import duties, taxes, handling charges, or administrative fees depending on your country’s regulations.
We handle processing, packaging, and shipping your physical reward using a tracked courier. However, once a package enters your country, it may be subject to:
Import duties
Customs taxes
Administrative handling fees
Clearance charges
Important:
These charges are determined by your local customs authority and are outside our control
We're unable to cover these fees on your behalf.
Some countries charge fees even when items are declared as gifts. For example, Belgian customs may apply a flat admin fee of approximately €19.50, which is entirely outside our control.
Customs Documentation & PDF Requests
Some customs authorities may request additional documentation before releasing a parcel.
We are unable to provide formal proforma invoices because physical rewards are complimentary gifts and are not purchased products itemised on course invoices.
However, the Support team can provide a customs-friendly breakdown document showing:
• Parcel contents
• Declared values
• Shipping information
To request this documentation, please submit a support ticket and include your tracking information where possible.
📦 What’s Inside the Reward Package?
Physical reward parcels are declared using material cost values for customs purposes only :
| Description of Contents | Quantity | Weight (g) | Value (GBP) |
|---|---|---|---|
| Presentation folder | 1 | 50 g | £0.57 |
| Printed certificate | 1 | 5 g | £0.98 |
| Metal challenge coin | 1 | 30 g (average) | £2.24 |
| Total | 1 | 85 g | £3.79 |
Total declared value for customs purposes: £3.79
Total parcel weight (for customs): 85 g
Note on coin weights:
The challenge coin weight varies slightly depending on the paid certification:
BTL1 Coin: 37 g
BTL2 Coin: 36 g
CSOM Coin: 31 g
These values reflect material costs only and are used solely for customs declaration purposes.
Important:
Physical rewards are complimentary gifts provided to eligible customers who successfully complete and pass their certification.
Why Is My Phone Number on the Shipping Label?
For international deliveries where Royal Mail tracking stops at the UK border, your phone number may appear on the shipping label. This allows local customs or courier partners to contact you if they need further information to clear or deliver your parcel.
We only share your phone number where it's necessary for delivery. It's never used for marketing and is handled in line with our Privacy Policy.
Unpaid Customs Charges
If customs or import charges are not paid, local customs authorities or courier partners may be unable to complete delivery of the parcel.
Important:
• Customs procedures vary between countries and couriers
• Parcels affected by unpaid customs charges may be delayed, returned, or disposed of by the local authority or courier
• We cannot guarantee re-delivery or re-shipment for parcels impacted by unpaid customs fees
Tracking & Scam Awareness
Please remain cautious of phishing or scam messages requesting unexpected customs or delivery payments.
In most legitimate cases, customs or courier communications should include the same tracking number shown in your physical reward tracking information.
Important:
If you're unsure whether a customs request is legitimate, verify the tracking number before making any payment.
Still need help?
Submit a support ticket and our team will be happy to help.