Q1: Will I have to pay anything extra like duties at customs?
A1: No, the price you see at checkout is the final price you pay. All taxes and duties have already been applied to your order. You will not be required to pay import tax or duty when your order arrives at customs.
Q2: Will my delivery take longer than it did pre-Brexit?
A2: During check-out you will see our estimated delivery date for your delivery destination. This is accurate and up to date and should reflect any delays and extra paperwork required post Brexit. If we are informed by the courier that there is a delay from their end, the estimated timeframe on the website will be amended accordingly. We may also contact you via email to let you know of the delay. Further, we might also warn you with an additional banner message if we can foresee further delays so that you have a choice to continue with your order or abandon the purchase.
Q3: Orders below 150 € should not have any duty applied. Is this reflected in the order value total?
A3: Yes, the cost of duties on all orders above or below the low value goods threshold is borne by Wiggle.
Q4: I wanted to order a Trainer, Workstand (any item classified as ‘Bulky’) and the delivery costs seem to be really high despite me hitting the free delivery threshold. Why is that?
A4: Bulky items are usually excluded from standard free delivery. The delivery charge shown at our check-out is what the courier charge Wiggle, so we are not passing any extra costs onto you.
Q5: Will your returns policy change in any way?
A5: No, our returns policy is unchanged. You can use our Returns portal Rebound to send back any unwanted items in your order within 365 days from date of delivery.
Q6: How do you store my data now that the UK doesn’t have to comply to EU data protection rights anymore?
Q7: Do you offer VAT free on BFPO orders?
A7: We are unable to ship orders VAT free in relation to BFPO orders, however if you wish to place an order for qualifying products you can request a refund for the VAT from customer services. Large items including bikes, frames, trainers, bike boxes and workstands can not be sent to BFPO addresses, this is a restriction set by BFPO. Please contact customer services within 3 months of you order date. Please ensure the BFPO address is entered into the fields of the order form in the specific format shown below: -
Q8: Why do you no longer send Haribos in your order?
A8: Due to the new customs regulations we are no longer allowed to ship Haribos to the EU as well as Northern Ireland. We apologise and understand your disappointment.
Q9: Is VAT charged on my order and can I reclaim it?
A9: No domestic VAT is charged on your order, Wiggle shipped your order on a “delivered duty paid” basis, any import VAT was paid by Wiggle. For this reason, VAT cannot be reclaimed by the customer.
Q10: What does it mean ‘the customer is the importer of record’?
A10: The importer of record is responsible for the clearance formalities, including import declarations, import duties and taxes. However, in practise Wiggle has instructed the courier who will deliver your order to take ownership of this on your behalf.
Q11: I placed my order before the 30th Dec and the tracking information said that the order has been returned back to you. Why is that and what do I do now?
A11: Apologies for your inconvenience. This might have happened because your order was shipped right at the end of the Brexit transition period and the courier decided to return it back to us. You should have received an automated email from us confirming that you will be refunded. Unfortunately, you need to place the order again.