Customer Support

We use UPS.

To place an order with us we require your UPS account information. This means any taxes and duties are invoiced to you by UPS and makes sure you’re kept informed with all order updates.

If you don’t have a UPS account you can still place an order with us but you’ll still be asked to pay taxes and duties. Upon delivery a small handling fee will be charged at the door.

 Yes.

If you’d like a freight forwarder to oversee the shipment on your behalf, we can support this.

We deliver to your choice of freight forwarder in the UK and they can ship goods to the destination country, which is usually the country your business is based. 

Freight forwarders can also arrange customs clearance of goods, maintain all documentation, oversee cargo packing, etc. on your behalf. This means they may be able to offer a service where they invoice any taxes or duties.

 Yes, we refer to this as Ex works.

This means you are responsible for the full shipping process, including collecting goods from us.

Just let us know you’d like to use this option when ordering and we’ll work with you to ensure your items are ready, when required

A duty deferment account enables you make one payment a month via Direct Debit, instead of paying for individual consignments.

You can apply for a duty deferment account if you’re an importer, someone who represents importers or you’re releasing goods from an excise warehouse. You can do this through your local government website. Some of the taxes may be claimed back.

There may be other options available, please check your local government website for details.
Do I need a Duty

 If you’re based in Ireland, yes.

A Revenue Trader Account Number (TAN) is a number provided by Revenue that acts as a secure channel.

This enables you to make secure payments, such as import duties. Even in the case that duty is at zero on imported goods, you must still set up a TAN account, for audit purposes.

In the first instance you should contact us to report the issue. As soon as our Quality team are made aware of this they will contact you within 24 hours, to keep you informed about the next steps.

We endeavour to keep you updated at each and every step of the returns or quality management procedure. We will let you know when your return arrives at Lucy Zodion for assurance that it has reached us and that your RMA is in progress.

If you have any questions along the way, you can always get in touch with the team using the contact details provided on your returns note.