As Pleazo is a multi vendor online marketplace, sellers are required to notify themselves of the consumer laws in their own country and follow those rules.
Please note that Pleazo is not responsible for shipping & delivery related issues therefore, the buyer must contact the shop to resolve shipping & delivery issues. If you feel that these rules are not being followed by the shop, please do the following:
Read the shipping policy here to find out the shipping rules
Read the shop’s shipping policy to see if the shop is following these rules
Contact the shop to resolve the problem
If the problem does not get resolved, the buyer can ask Pleazo to step in & contact the shop on their behalf (for up to 10 business days after the shipping deadline). Pleazo can contact the shop on your behalf for clarification to ensure excellent service. Any shop who does not follow the shipping & delivery policy can have their shop account revoked.
- Shipping & Delivery
- Local pickup
- Buying or selling outside of Pleazo
- Shipping costs
- Return shipping fees
- Shipping duties, taxes & custom fees
- Products damaged during shipping
- Late or missing delivery
- Missing package shows as “Delivered”
1. Shipping & Delivery
Shops are responsible for shipping the items they sell to buyers. If shops are using a shipping service, please be aware they ultimately have the responsibility to ensure that buyers receive their items.
All orders are shipped to the address buyers have provided at checkout. Shops are not responsible for updating a shipping address once the shipment has been made.
Shipping tracking numbers are optional from sellers but highly recommended. Sellers must state in their policies if they provide a tracking number or not so that the buyer is fully aware before making a purchase. If no tracking number is provided, the shop is fully responsible if the package gets lost or did not arrive. Once the seller gets the shipping tracking number, they must enter it into the order (which will then automatically be shown in the order in the buyer’s account).
2. Local Pickup
Some shops can offer a local pick up service which will be listed in your cart (if applicable). Please contact the shop after the sale to make pick up arrangements.
To protect yourself against item-not-received cases, it’s a good idea to get proof that the buyer picked up the item. For example: Proof of collection like a signed receipt/invoice by the shop & buyer.
3. Buying Or Selling Outside Of Pleazo
Contacting another Pleazo member to discuss moving a purchase off Pleazo.com exposes both the buyer and shop to the risk of fraud. This is against our Fees & Payment Policy and any store caught doing so will be notified with possible deletion of their shop account without any refunds.
4. Shipping Costs
In order for Pleazo to offer a convenient shipping policy both for vendors and buyers, we allow vendors to create their own shipping methods & costs based on their items and shipping destination. Therefore, it is the shop’s responsibility to choose their own shipping rate for their product based on which country they are shipping to. Tracking numbers & shipping insurance is highly recommended but optional.
The buyer must always be clearly informed of the total price for their purchase, including delivery and other related costs. The buyer must only pay what shipping costs are displayed at check out. The shop is responsible for any extra shipping costs which the buyer did not agree to pay. If shops fail to inform buyers about costs before placing an order, buyers will not have to pay those costs. Please note that possible customs and import charges are not included as a shop can not anticipate these charges.
A shop may charge you a different price to deliver items to another country. This can be justified, as postal charges are not the same in all countries. Before you buy your goods, the shop must inform you about which cross-border delivery options are available to you and how much they cost.
5. Return Shipping Fees
Who pays for return shipping, shop or the buyer? It depends on the shop’s location, reason the buyer is returning the item and the shop’s return policy.
If the buyer is sending an item back because it doesn’t match the listing description or it arrived damaged or faulty, the shop is responsible for the cost of standard return shipping, even if the shop doesn’t offer returns.
If the buyer simply changed their mind or ordered the wrong item, who pays for standard return shipping is determined by the shop’s location & return policy. The buyer usually has to pay postage to return the goods, unless the shop offers free returns which should be stated in the product’s refund policy. However, the shop may charge the buyer delivery costs if the buyer specifically requested non-standard delivery (such as express delivery).
Some shops may or may not charge the buyer for returning their goods. However, the shop must state this in the product page of the item. If the shop doesn’t state this info in the product page, the shop will have to pay for it. The buyer doesn’t have to pay any other charges that they were not informed of.
Pleazo strongly recommend using a tracked service for return shipment. Tracking numbers let you know the item is on its way, and will be used as proof in any disputes.
6. Shipping Duties, Taxes & Custom Fees
Shops on Pleazo decide where they ship their items to and which courier they will use. The shop’s shipping origin is listed in the product page under “shipping” & fees and shipping destinations will be visible at check out.
Please note that if an item gets shipped internationally, there might be VAT OR CUSTOMS CHARGES by the destination country. These charges are usually due once the package arrives in the destination country. These fees are set by your (the buyer) government which the buyer is solely responsible for.
Pleazo nor shops can predict which of these fees, if any, will be applied. Also Pleazo nor shops will not calculate, collect, and remit sales tax for orders shipped to customers. For more information, please contact your local customs office or postal service.
Shops are responsible for ensuring to comply with all national and international shipping and customs regulations of where they choose to ship to. Certain countries may require certain documentation before the items are sent. If the necessary information is not provided, this may result in delays in the order.
Pleazo is not responsible for the collection or determination of any custom duties or import VAT costs.
Custom Duties and Import VAT
European Union (Goods shipping between EU countries)
Customs duty is not applied on items sold within the EU. However, VAT may still be applicable and should be included in the purchase price at the time of the sale. Since Pleazo requires shops to list their prices inclusive of VAT, the buyer does not have to pay any additional amounts other than the total price displayed at checkout which also includes shipping.
United Kingdom (Goods being shipping to UK)
If you’re a shop located outside of the UK but you sell to UK buyers, you might be considered an “overseas seller”. Her Majesty’s Revenue & Customs (HMRC) defines an “overseas seller” as a seller who sells items stored in the UK to UK consumers and doesn’t have a business establishment in the UK. Overseas sellers are required to register for UK VAT.
EU retailers sending packages to the UK now need to fill out customs declaration forms. Buyers may also have to pay customs or VAT charges, depending on the value of the product and where it came from.
However, customs charges are the responsibility of the customer, not the retailer, who often has no idea of how much the eventual extra cost might be.
They cannot be paid in advance and are levied only when the item reaches the UK.
United States of America (Goods being shipping to US)
When items are shipped into the US, the buyer (“importer”) is responsible for any fees/taxes/duty that may accrue on the item when it clears Customs & Border Protection (“CBP”).
If any duty is owed, CBP will charge a processing fee for clearing the package. Duty & the processing fee are due at the local post office of the Buyer, where the package has been forwarded to.
Information for shops
Most forms for sending packages internationally have a section for providing CBP information. However, at a minimum it should include:
Shop’s name and address;
Description of the item(s) in English;
Quantity of each type of item being shipped;
Purchase price in US dollars;
Weight of the item(s); and
Country of origin of the product itself.
Items shipped through the international postal service are forwarded upon its arrival in the US to one of U.S. Customs and Border Protection International Mail Branches for clearance. If the item is less than $2,000 in value and is not subject to a quota or is not a restricted or prohibited item, a CBP official will usually prepare the paperwork for importing it, assess the proper duty, and release it for delivery.
Packages whose declared value is under $800 will generally be cleared without any additional paperwork prepared by CBP.
Read more on the U.S. CBP website.
Rest of the world
Other countries may also apply customs duty and/or import VAT on items purchased from another country. The amount of customs duty and import VAT to be paid will be assessed at the point of entry of the destination country. This may result in the buyer having to pay additional charges which are not included in the total price displayed at checkout.
As the threshold for the application of such charges may vary from country to country, please contact your local customs/ tax office for further information. Alternatively, you should check with your local tax advisor for more information based on the country below:
Where can I (seller) find a customs form?
When you are shipping outside your country (the EU, UK, US or Canada), you will need a shipping label & a customs form (if applicable). You can find a customs form online.
For more information on customs for international shipping, please contact the shipping courier you wish to use.
Disclaimer: This article does not constitute legal or tax advice and is for information purposes only. You should consult with a professional advisor if you have any additional queries.
7. Products Damaged During Shipping
The shop is responsible for any damage to your goods from the time they are dispatched until you receive them. Any damages made during the shipment must be reported and followed up with the shipping courier.
8. Late Or Missing Delivery
If the buyer has not received their goods within 30 days, or within the agreed time, the seller should inform the buyer to give them an additional, reasonable time limit to deliver. For example, if the shop has informed the buyer that the delivery is delayed by a week because of problems with their suppliers you should consider giving them that extra week. If the shop still doesn’t deliver within the extended deadline then the buyer is entitled to terminate the contract and be reimbursed as soon as possible. However, the buyer doesn’t have to give the shop extra time if they refuse to deliver or when an agreed delivery period is essential, and the buyer has informed the shop of this in advance.
The buyer can exercise this right at any time from the moment they place the order and up to 14 days after they receive the order (in EU). Just let the shop know in writing. Please note, items can take a bit longer to get delivered if they are stuck in customs. If your shipment is taking longer due to being in customs, please note that the shop has no control over this. If the shop can prove that shipment was sent out within the expected time period but is taking longer to get delivered due to customs, then a negative review should not be given due to this issue. If the items show up after they were cancelled with the shop, the buyer must inform the shop that these cancelled items have arrived. The buyer has a further 14 days from the date they notified the shop of the arrival of the goods in which to return the goods back to the shop. If the buyer cancels their order, they should be able to get a refund from the shop for:
- the goods that were late arriving
- full delivery costs, including any extra postage the buyer might have paid for timed or express delivery
If the buyer has waited an unreasonable length of time (more than 30 days since shipped out), have complained to the shop and has cancelled the order, then the buyer must contact the shop to ask them to cover the cost of returning if the goods arrived after being cancelled.
The shop is responsible for the delivery of items. It is the shop’s responsibility to contact the delivery service and prove that the item was delivered. If the shop cannot prove this (after 30 days since the item was purchased), the shop will either have to send the buyer a similar item or give the buyer a full refund. This is why Pleazo strongly advises items get shipped with a tracking number incase of disputes. For further information about the consumer laws in your country, please visit:
- UK: UK’s Consumer’s Rights Act
- EU: EU’s Guarantees and Returns
- US: Customer Returns and Refund Laws by State
- Canada: Canada’s Office Of Consumer Affairs
9. Missing Package Shows As “Delivered”
If your tracking information shows that your package has been delivered, but you can’t find it, please do the following:
- If you have the tracking number, check with the courier online to see if someone else accepted the delivery (ie. neighbour)
- Contact the shop to verify the shipping address from your order on Pleazo
- Look for a notice of attempted delivery in your mailbox or door
- Look around the delivery location for your package
- Wait 48 hours – in rare cases packages may say delivered up to 48 hours prior to arrival
- Contact the shipping company for further details
Disclaimer: This Help article contains legal information and not legal advice. If you are uncertain which laws apply to you or you have other legal questions or concerns, please consult an attorney. The reader assumes all responsibility for any and all use of this information. This page may be updated periodically.
Last updated on March 24, 2021