Delivery

Customs and Import Fees

We deliver to the UK within three to seven working days after your product is ready for shipment. Delays resulting from the processing duration of the respective customs authority are not within our control.

If you are outside the EU product prices are exclusive of all taxes and duties, as well as the German VAT. Please note that all custom taxes, duties, handling fees and import sales taxes have to be paid by the customer for orders exceeding 134 GBP. Anything below is the responsibility of the seller.

Fees vary widely, therefore we are not able to tell you what the cost would be. We recommend to contact your local customs office before you order, so you are not surprised by charges you were not expecting. Please note that we provide all required shipping documents as well as the cost for transportation insurance.

If customs fees are applicable:

You’ll be contacted by Parcel Force explaining how to pay any VAT, duty and fees for dealing with customs. They’ll normally hold your parcel for about 3 weeks (21 days). If you haven’t paid the fee by then, it’ll be sent back.

Customs charges are paid online, by phone, or at one of our depots. You will need a 17 digit reference number, which can be found on the top left of the letter, which we will have been sent you when your parcel was received at the International hub.

After the customs charge has been paid, Parcel Force will normally deliver your parcel the next working day.

  • Anything under £134 - No duty charge or VAT fees applicable - Seller carries the responsibility
    IMPORTANT: Discounts are not included - Parcel Force will use the actual value of the items and discounts are not reflected.
  • Gifts worth £134-£630: 20% VAT & 2.5% duty fee, but rates are lower for some goods - call the helpline
  • Gifts above £630 and other goods above £134: 20% VAT fee and duty rates depends on the type of goods and where they came from - call the helpline

A handling/clearance fee may be applicable to Parcel Force in the amount of £8 to £12.

https://www.gov.uk/goods-sent-from-abroad/tax-and-duty
https://www.parcelforce.com/sites/default/files/Customs%20leaflet.pdf

Only recipient is able to request a refund of the customs fees through UK Border Agency (UKBA) on behalf of HMRC:

Please see the following links for the form used to claim back the customs fees::
Form: https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/978896/BOR286_-_English.pdf

Instructions on filling out form:

  • Name of Importer - You, the customer
  • Address - Your Delivery Address
  • Phone Number - your phone number
  • VAT ID - Not applicable/leave blank
  • Charge Reference Number - Tracking number from Parcel Force

All information is supplied without guarantee.
For more information, please contact Parcel Force Customer Service team at 0344 800 4466

Logistic Partner and Delivery Times

We send standard parcels with DHL/Parcel Force.

Standard DHL Shipment:

  • Free for orders over £60, otherwise £5.80

DHL

DHL Parcel Select/Parcel Force Last-Mile Delivery

  • We dispatch standard parcels via DHL Parcel Select/Parcel Force Last-Mile Delivery.
  • DHL Parcel Select/Parcel Force Last-Mile Delivery Explained: DHL will collect the package from Connox, then transport and deposit package at a Postal Service facility near the customer’s address. From there, Parcel Force will deliver the package the last mile to their final destinations.
  • Track your delivery with DHL Tracking
Dispatch Times

Products that are marked as "In stock" are dispatched within 48 hours.

Receiving Period

If we don't have a certain product in our warehouse, the expected time it will take to come into stock is shown below its price. Unfortunately, we cannot influence this time period, as it is based on the delivery time from the manufacturer. Should there be any unexpected delays, you will be informed about the current status of your order as soon as possible.

Same Day Dispatch

Orders placed before 12 PM are normally dispatched on the same day (providing all items from the order are in stock).
Products that are not immediately available have the estimated dispatch date below the price. As soon as you have placed your order, we advise you of the delivery date via email.

Delivery Times

The delivery time of orders sent to the UK via DHL is approximately 3-5 days. We cannot influence delivery time as it is carried out by external service providers.

Information about electrical and electronic equipment

The following notes are intended for private households using electrical and electronic equipment. Please pay attention to these important notes in the interest of an environmentally friendly disposal of old equipment as well as your own safety

Instructions for the disposal of Waste Electrical and Electronic Equipment (WEEE) and the meaning of the symbol according to Annex 3 of the ElektroG:

Owners of WEEE must dispose of them separately from unsorted municipal waste. Electrical and electronic equipment is not to be disposed of as unsorted municipal waste and may no longer be thrown away with general household rubbish. Instead, these old devices are to be collected separately and disposed of, for example, via the local collection and take-back systems.
Owners of WEEE should also separate spent batteries and accumulators from old equipment, before returning them to the collection centre. The latter does not apply insofar as the WEEE is separated in accordance with section 14 (5) sentence 2 and 3 of the ElektroG by the public waste management authorities as part of the opting in which the WEEE is prepared for reuse.
By means of the symbol according to Annex 3 from the ElektroG, owners of WEEE are able to recognise old devices that are to be disposed of separately from the unsorted municipal waste. The symbol to detect WEEE is a crossed-out wheelie bin and is designed as follows:

Symbol on Batteries

Data and privacy protection

Some sensitive personal data (for example, on a PC or a smartphone) that should not get into the hands of a third party are stored on old devices to be disposed of. We would like to expressly point out that end-users of end-of-life devices must be responsible for the deletion of personal data on the old devices to be disposed of.

Batteries

Many of the deliveries that we send include batteries, for example for remote controls, clocks, etc. Batteries may also be built into the devices themselves.
According to the law, batteries may not be disposed of in household waste and it is the responsibility of the user to dispose of old batteries in the correct way. Many supermarkets have battery disposal bins, or alternatively you can return used batteries to us (at your cost):

Connox GmbH
Münchner Straße 40 (building E)
30855 Langenhagen
Germany

Our obligation to take back used batteries is solely applicable to used batteries that we originally sold as new batteries on our website.

Batteries are marked with the symbol of a crossed out wheelie bin (similar to the image below). Batteries that have more than 0.0005% mercury, 0.002% cadmium or 0.004% lead by mass have, under the wheelie bin symbol, a chemical designation of the relevant harmful substance, whereby "Cd" stands for cadmium, "Pb" for lead and "Hg" for mercury.

Lithium Batteries:
When returning lithium batteries, please isolate the + and - contact points of the batteries with sticky tape or similar, to avoid any risk of fire.

Old Devices and Electronic Waste

According to the Waste Electrical and Electronic Equipment Directive (WEEE), old devices may not be disposed of in domestic waste. The law applies to all electronic and electrical devices, no matter how old they are. Lights, bulbs and fluorescent or energy-saving lamps are also included. These devices are recognisable by the symbol of a crossed-out wheelie bin (similar to the image above). The icon is located on the devices or the packaging.
The devices are removed from cities and towns for free. Collections occurs at collection points or there may even be a pick-up option. Normally, pre-existing collection systems are used, such as recycling centres.

What to Do if a Light Bulb Breaks

Energy-saving bulbs, fluorescent bulbs and halogen bulbs contain a very small amount of mercury. They are not dangerous when used in the normal way, however if a bulb of this sort should break, please do the following:

  • Remove the energy supply (i.e. unplug the lamp)
  • Avoid touching the bulb with bare hands and ventilate the room for 20-30 minutes
  • Wear household or disposable gloves to remove any shards. Collect all the broken pieces with a dustpan and a brush, then use a damp disposable cloth to pick up smaller pieces and dust. Use a vacuum cleaner on carpet and dispose of the vacuum bag immediately afterwards.
  • Collect broken pieces in a closable container, e.g. a glass jar or plastic bag. Dispose of the closed container in a suitable nearby disposal unit.

How to Avoid Breaking a Light Bulb

  • Only change the bulb once it has completely cooled
  • Grasp the bulb at the base, not on the glass
  • Remove all packaging before inserting/using the bulb
  • Store the bulb in a safe place until it can be used again or disposed of.
Disposal of Packaging

Connox is obliged to assist customers with the disposal of packaging that does not feature the "Green Point" recycling logo.

For more information about returning such packaging to Connox, please contact our customer care team.

Any Questions?

If you have any further questions about delivery times and costs, simply contact our customer care team – we are more than happy to help!