We just want a clear answer and feedback please.

We received 2x gifts from a family member in the UK, where we had to pay Import Tax for both packages. The reason was that the packages aren't clarified as 'Gifts' on the DHL system.

We paid the required amount, as we didn't want to hold up the import process, and were uncertain whether the family member completed the documents incorrectly.

However, when the family member in the UK double-checked her paperwork and documents, it clearly shows on the original invoices and labels that she did state both packages as Gifts.

We requested that DHL look into the matter and attached the original paperwork (as received by the family member upon finalising the transaction), asking that the Import Tax be refunded if possible.

Despite the proof of documents, the only answer from DHL is that ' Invoice does not state that item is a gift'. We asked several times just to be explained the reason for it, with the following feedback: ‘…Kindly note that invoice used to process clearance does not state that item is a gift. Please note that revised invoices are not allowed on gift items’.

Does this mean that we completed the documentation incorrectly? Does it mean that someone in the DHL system captured the information incorrectly? Does the last sentence suggest that we tampered with the invoice (after me resending the same original document upon just highlighting the section clearly stating ‘Gift’?)

We have asked time and time again just a clear explanation, that, if the mistake is on our side, we can learn and correct it for next time But we haven’t received any other response up to now.

Can DHL PLEASE just look into the matter and contact us for a clear explanation? We are very frustrated and still don’t know what we did wrong, and why we have to pay for it.