Frequently Asked Questions

At checkout, you may be presented with options to either prepay duties and taxes or to pay duties and taxes on delivery. If you choose to prepay duties and taxes, the order total presented at checkout is the exact amount you’ll be billed by Borderfree, and there will be no additional costs due upon delivery. If you choose to pay duties and taxes on delivery, you will be required to pay these fees to the shipping carrier when you receive the order. If you prepaid duties and taxes on your order but have received a bill for additional charges, please email us at [email protected] with a copy of your order receipt. We will investigate the issue and respond to you as soon as possible.

In general, duties and taxes are determined based on the type of product being shipped, its value, country of manufacture, and ultimate country of destination. You will be able to view an estimate of applicable duty and tax/VAT for your order within the Borderfree international checkout.

You can use your account at participating Borderfree stores; some exclusions apply.

To view all of our partner stores, on the top navigation menu, click Stores. On this page, you can view all of our global stores that ship to you.

Log into your account and on the top navigation menu, click Sale to view all current sales and offers available at Borderfree stores.

Log into your account and on the top navigation menu, click Track Orders to view your Borderfree orders. If you just placed an order, please allow up to 30 minutes for your order to appear in your account.

Update your account preferences to make sure you hear about the latest sales, special offers, and new stores shipping to you. To update your preferences, click the user icon located at the top-right corner of the page and Sign In to your account. Or select My Account in the user drop-down. On the My Account page, scroll down to My Preferences and click Communications to sign up for email and SMS messages. You can also save your preferred language under My Preferences.

Log into your account and click the user icon located at the top-right corner of the page. In the user drop-down, click Account. On the My Account page, you can manage your preferences. Click Save to update the selected preferences in your account.

Log into your account and click the user icon located at the top-right corner of the page. In the user drop-down, click Account. Under the Shipping Information section, click Add New Address. In the Add New Address dialog, enter your shipping address information, then click Save.

Log into your account and click the user icon located at the top-right corner of the page. In the user drop-down, click Account. Under the Billing Information section, click Add New Card. In the Add New Card dialog, enter your credit card and billing information, then click Save.

Log into your account and click the user icon located at the top-right corner of the page. In the user drop-down, click Account. On the My Account page, you can view and edit your account, billing, payment, and shipping information.

To reset your password on Borderfree.com, complete the following:

1. Click Sign In on the top navigation menu.
2. On the Sign In page, click Forgot your password?
3. On the Forgot Password page, enter the email address associated with your Borderfree account. We'll email you a link to reset your password.
4. Check your email and follow the link to update your password.
5. On the Update Password page, please create and confirm your new password, then click Save.

To create a Borderfree account, click Register on our Borderfree homepage, enter your information, and select your preferences—it's that simple! You can also sign up for an account on some of our participating Borderfree stores check out pages. At these stores, you'll have the option to create an account after you place your international order.

Borderfree members experience the following benefits:

• World-Class Brands - Shop your favorite brands and discover hundreds of global stores.
• Fast & Secure Checkout - Buy with confidence at 200+ online stores with secure, express checkout on our partners’ sites.
• Reliable International Shipping - Authentic brands shipped directly to you via Express or Standard service with guaranteed shipping costs.
• Personalized Recommendations - Let us know your preferences and we will customize your shopping experience.
• Member-Only Offers - Be the first to know about exclusive deals and enjoy great savings at your favorite stores.

Borderfree is proud to be the global partner to the world’s leading stores. We are the experts in customs and international delivery, trusted by millions of shoppers in over 220 countries and territories around the world. The Benefits of Borderfree:

• Discover all the international stores that ship directly to you.
• Track all your international orders.
• Check out safely and securely on each store’s site with local payment and currency options.
• Prepay duties and import taxes, and avoid surprise charges at delivery.

Visit our Track Orders page for detailed information on your orders, including order details, shipping information, tracking numbers, and expected delivery dates.

To change or cancel your order after it has been placed, please contact the store you purchased from as soon as possible. If the order has already shipped, it may need to be processed as a return after it is delivered to you. To view your store's contact information, please go to the Contact Us page.

When Borderfree receives confirmation that your order has been processed by the store, we send you an "Order Confirmation" email. If you do not receive this email within two business days, please contact the store you purchased from. To view your store's contact information, please go to the Contact Us page.

When you place an order with a Borderfree store, you should receive an "Order Received" email from [email protected] within one business day. If you have not received this email, please contact the Borderfree Customer Care team. Need our contact information? Please go to the Contact Us page.

Your order number appears in the order-related emails you receive from Borderfree, such as the "Shipment Confirmation" email. If you cannot find your order number, please contact the store you purchased from, and they can assist you. To view your store's contact information, please go to the Contact Us page.

For questions about modifying, cancelling, returning, or exchanging your order, or to report damaged goods or incorrect items in your package, please contact the store you purchased from. To view your store's contact information, please go to the Contact Us page.

Just add items to your basket and then check out. Borderfree calculates and displays the order total in your preferred currency, including all shipping costs to your selected international destination, as well as any applicable duties and taxes.

Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for international orders.

If you have not recently shopped with a Borderfree store, and suspect that a transaction from Borderfree is fraudulent, please first contact your bank to report the activity. Then, contact Borderfree here and complete the form provided. We will respond to you within one business day.

In most cases, one of the charges is an authorization hold that we place on your account to secure your funds for purchase. Borderfree does not charge your credit card until we have shipped your order from our international distribution center. If the authorization hold is not automatically removed within five business days of your shipment, please contact your bank and ask them to release the authorization hold.

Your PayPal payment shows as pending until we ship your order from our international distribution center. If your order has been cancelled, but your PayPal payment still shows as pending, please contact Borderfree here and complete the form provided. We will look into the issue and respond to you within one business day.

Prior to shipping your order, Borderfree may place an authorization hold on your account to secure your funds for purchase. Borderfree does not charge your credit card until we have shipped your order from our international distribution center. If the authorization hold is not automatically removed within five business days of your shipment, please contact your bank and ask them to release the authorization hold.

When you make a purchase from a Borderfree store, Borderfree processes your payment and manages the international delivery of your order. Your statement reflects your order payment as a charge from "Borderfree [Store ID Number]" where "Store ID Number" is the 4-digit number of the Borderfree store or brand you purchased from.

Your credit card or PayPal account will be billed by Borderfree when your international order is shipped. If you pay using Alipay, Interac Online, Qiwi, iDeal, Sofort Banking, SafetyPay, UnionPay Online Payment, or POLi, you will be billed once your order is placed. Supported payment types may vary according to your country.

International shipping is calculated based on a number of factors including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated and guaranteed during the Borderfree international checkout based on the items you are purchasing and your shipping destination.

Currently, Borderfree supports billing in more than 70 currencies, with more being added on an ongoing basis. Once you confirm your preferences, you will be able to see products priced in your selected currency.

We currently allow you to store your Visa, MasterCard, American Express, JCB, Discover, and Diners Club payment information in your Borderfree account.

Currently, Borderfree supports Visa, MasterCard, PayPal, American Express, JCB, Alipay, Interac Online, UnionPay (credit cards), iDeal, Sofort Banking, SafetyPay, Qiwi, Diners Club International, Discover, POLi, and Cartes Bancaires, with additional payment options coming soon. Please note that some payment methods may not be offered at all Borderfree stores and supported payment methods vary according to your country.

No, refunds must be credited to the original method of payment on your order. If we are unable to process your refund to your original method of payment, we will contact you to resolve the issue.

When you request a return, you will receive a "Return Authorization" email. This email contains detailed instructions on how to return your item(s), including instructions on arranging for pick-up or drop-off. If you have questions about a pending return or need to request a new return, please follow the instructions in the Return Authorization email.

When your return is authorized, you will receive an email with a detailed breakdown of your refund. As noted above, Borderfree applies international return and exchange policies that are published on the site where you viewed the merchandise to a given return request. These terms and conditions are used to determine how your return is calculated. If you have questions about the refund process, please contact Borderfree through the Contact Us page.

We typically process refunds within 5-10 business days after your merchandise has been received by our returns center. Please note that it may take up to two billing cycles for the refund to appear on your monthly statement. If you have questions about your refund, please contact the store whose merchandise you purchased through Borderfree. To view your store's contact information, please go to the Contact Us page.

Although you have been looking at merchandise on a retailer’s website or app, any purchases that you make are made from Borderfree, and we are ultimately responsible for facilitating delivery of a purchase to you and facilitating returns. We have contracted with the retailer to have them act on our behalf in the returns process. To initiate a return, we ask that you contact the retailer whose merchandise you purchased through Borderfree. That retailer also publishes the international return and exchange policies that Borderfree applies to a given return or exchange request. Please go to Borderfree’s Contact Us page to view the international return and exchange policies Borderfree will apply. Borderfree is responsible for refunding monies paid, where applicable, during the returns process.

If there are any items that cannot be imported into your destination country selection or exported internationally, Borderfree will notify you during the checkout process.

Yes, Borderfree will ship your order to the shipping address you enter at checkout, which can be any international destination supported by the store you are purchasing from.

If you do not have a Borderfree account, you can track your order by clicking the tracking link that appears in your Shipment Confirmation email from Borderfree. You can also visit the Track Orders page and enter your order number and email address to view your order tracking information.

Already a Borderfree member? Log in to your Borderfree account and click Track Orders. On this page, you can track the progress of your order, as well as your expected delivery date.

Delivery times vary depending on the Borderfree store you are purchasing from, the shipping address on the order, and the available shipping options. At checkout, you will see an estimated delivery timeframe for each available shipping option before you submit your order.

You will be quoted a specific delivery timeframe at checkout that is based on your selected destination country and the shipping methods available for the items in your shopping cart.

Please contact the Customer Service department of the retailer you made your purchase from.

Pitney Bowes partner with and maintain a diversified network of local and international carriers that enable us to continuously evaluate cost and performance. We are the experts in customs and international delivery, trusted by millions of shoppers in over 200 countries and territories around the world. Pitney Bowes is the No. 1 International Ecommerce Service Provider in the IR 1000 and the leader in cross-border ecommerce for over a decade, supporting the largest retailers and marketplaces.

Reach out to the delivery carrier listed on our tracking page or contact the customer service team of the retailer you purchased from for assistance. You can find the link to the delivery carrier’s site on our tracking page when viewing the status of your shipment.

It is usual for customs to inspect shipment, which may result in a temporary shipping delay. Typically we factor these delays into your estimated delivery date, however local or global events may result in a brief delay. Your shipment will usually be released without significant delay to continue its way to your door.

Once your package has been processed within your country, our tracking page will show you which local delivery carrier will be delivering your package.

If you do not see the information that you need on our tracking page, please check the delivery carrier’s site for more information, or contact them directly.

If you need more information, please contact the Customer Service department of the retailer you made your purchase from.

At the time of purchase an estimated delivery date should have been offered to you. If you no longer know this date, please contact the Customer Service department of the retailer you made your purchase from.

It may be perfectly usual for tracking to not be updated for several days and does not indicate that there is an issue. It is not uncommon for shipments to have periods in the shipment lifecycle where the shipment is in transit between updates. Such has international shipments where parcels may not be scanned for longer periods whilst in transit

Rest assured we consistently communicate with our carriers to highlight any delays and are doing our best to indicate any possible delays via our tracking page; however regular updates cannot be guaranteed.

The advised action is to wait for the estimated delivery date to pass at which time your retailer can open an investigation to understand any delays.

If you have further questions related to the status of your shipment, please contact the Customer Service department of the retailer you made your purchase from. How can I speed up my order?

Once your order has shipped it is impossible to change the speed of delivery. If there was an option for speedier delivery available at checkout, and you have placed your order in the past 48hours, there may be an option to cancel your order with the customer service team of the company you purchased from. At which time you could re-order using the speedier method

If you have further questions related to the delivery of your shipment, we recommend reaching out to the customer service team of the company you purchased from.

The location varies depending on the carrier. The calling card left after a delivery attempt will provide such details. If not, you should contact the carrier directly.

If you need more information, please contact the Customer Service department of the retailer you made your purchase from.

Typically, the carrier will be back the next business day. Sometimes they will reattempt delivery later in the same day. It is also possible they will hold the parcel awaiting pick-up at a local distribution center, and in this case they will leave a calling card at the customer’s address.

Please reach out to the carrier directly to arrange a new delivery time-frame, or arrange collection.

If you need more information, please contact the Customer Service department of the retailer you made your purchase from.

When you made your original purchase there may have been more than one option in relation to Duties and Taxes:

• If you selected ‘Duties and Taxes to be paid on arrival’ then any subsequent charges cannot be altered or adjusted by either Pitney Bowes or your retailer. Additionally, customs may not return the parcel once a request for payment has been made, leaving yourself liable for the full cost of the parcel and delivery.


• If you selected ‘Duties and Taxes Paid’ then your order value should have covered all Duties and Taxes and you should contact the Customer Service department of the retailer you made your purchase from.

Please contact the Customer Service department of the retailer you made your purchase from. They can open an investigation with us to resolve any potential issue that may have arisen

Please contact the Customer Service department of the retailer you made your purchase from. They can open an investigation with us to resolve any potential issue that may have arisen.

Your retailer can initiate a request to change your shipping address if the parcel has been purchased in the last 48-72hrs however are not guaranteed. Changes to a shipping address cannot be completed mid-transit so please make contact at your earliest convenience.

In the left of your screen, enter your carrier tracking number (not your order reference number) into the drop-down box:

If you need more information, please contact the Customer Service department of the retailer you made your purchase from.