To be completely open: EU shipping has not gone as planned, and we are genuinely sorry for the stress and frustration this has caused. From the very beginning, we stated clearly that no additional fees would be due for EU backers. It has therefore been extremely disappointing to see some of you being asked to pay tax or customs charges that should not be applied.
If you are asked to pay a fee that should not be there, we will ensure you are reimbursed (it may just take us some time). Because of this, there are two practical options for EU backers facing these charges:
1. Pay the fee now, and we will refund you:
This is currently the most dependable way to keep your parcel moving.
The uncertainty is around the timing and mechanism of the refund. We are exploring whether we can arrange a bulk re-import/refund process, or whether we will handle these case by case.
We know this lack of clarity on timing is far from ideal, and we are sorry.
If you pay please, send an email to [email protected] with the Subject: Kickstarter EU Tax Payment. Please attach the payment receipt / invoice that you’ve paid. If we've already messaged about this, it would be hugely appreciated if you could resend with this exact subject, so we can easily collect this within one mailbox.
2. If you cannot afford to pay the fee, or prefer not to, you do not have to:
In that case, we are working with our partners to get the invoices corrected so parcels can be released without you needing to pay but we have no confirmation on this just yet.
With the Christmas holidays upon us, we do not yet know how long this will take, and we wish we could give a firmer timeline. There is of course the risk that parcels will start being returned to us, but we will then find a way to get this back to you with zero fees.
We understand how disappointing and stressful this is, especially given how long you’ve already waited. Resolving this is a top priority, and we’ll update you as soon as we have a clearer, more permanent fix.