Replacement Being Held At Customs


So my previous glowforge was damaged on arrival in the UK. I was told that a new replacement will be sent with all duties and tax paid for. I have been contacted by fedex stating that the tax and duties have not been settled by the shipper. Have emailed but no response in over 5 days. Not sure what to do as I am not willing to pay duties and tax for a second time. Also fedex have notified me they will return the parcel to the shipper if its not resolved in the next 5 days.

Can someone kindly check my emails or respond here.


FWIW you can pay and then recover them from either fedex or HMRC for a strict replacement.

Someone one here did the fedex route and got a cheque back in a couple of weeks, I took the HMRC route and it took forever.

Incidentally, I’ve been sent a refurb unit under warranty, but had to pay VAT on it, because the rules were different than for a straight replacement???

I see you already emailed us about this and we’re working on it there, so I’m going to close this topic.