This problem is impacting EU-member state countries. Customers from the UK, Norway, Switzerland, North America, and Oceania are unaffected.

As a result, we are placing a temporary hold on EU orders placed from the 18th April onwards. Any new orders will be dispatched once the problem is resolved.

overview of the problem

Calm Collective understands the uncertainty EU customers have when buying from a UK-based brand, specifically relating to hidden shipping charges. That's why we're a part of IOSS, a scheme that ensures you don't have to pay any additional import VAT/duties to receive your jewellery from us.

However, on April the 12th 2024, we were made aware of a technical problem with the tax authority systems, which has caused many of our EU customers to be incorrectly charged import VAT/duties upon arrival of their orders.

We have been assured by the tax authorities and our EU tax intermediary that this is their highest priority to fix over the coming weeks. We are in constant contact with the authorities and will keep this page updated as new updates arise. We sincerely apologise for any inconvenience caused and are doing all we can to fix this external issue.

As far as we're aware, this problem is impacting orders from all EU-member states. 

what will happen next

If you're yet to order from us: Please refrain from placing your order until we have the all-clear from the tax authorities that this issue has been resolved. Your order may be subject to delays and import fees. We will update this page once the issue is fixed.

If you've just placed your order: Your order will be placed on temporary hold for a few days until the situation is resolved. This is to prevent you from having to pay import fees upon arrival of your goods.

If you're waiting for your package to clear customs: Please get in touch with our customer service team by emailing support@calmcollectiveco.com. Include a screenshot clearly showing the import fee that your customs clearance centre has sent you. In most cases, we'll be able to refund you the value of this import fee after you've paid it.

If your package has been returned to sender: Please get in touch with our customer service team by emailing support@calmcollectiveco.com. Include a clear screenshot showing proof that your customs clearance centre has returned the package to us. When we've received the returned package, we will resend it to you once the IOSS issue is fixed.

If you have any questions on the above, visit our contact page or email us directly at support@calmcollectiveco.com. Once again, we apologise for any inconvenience caused. We're equally frustrated with this and are doing all we can to help.

We will keep this page updated when new information arises.