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International Customers

TSO is delighted to offer our products to international customers. Below is information that you may find useful when placing orders to be shipped outside of the UK.


International standard delivery
As standard all orders are dispatched via standard surface mail. Estimated delivery dates are within 1-6 weeks for destinations in Europe and up to 12 weeks for the rest of the world. For TSO publications you can, however, select special delivery options: see Special delivery options for dispatch to a non-UK address below for more information.

Method Delivery time Price
EU DHL Global Mail 8-11 working days Standard charge - £3.75*
Non EU - Europe DHL Global Mail 8-11 working days Standard charge - £3.75*
Middle East DHL Global Mail 11-15 working days Standard charge - £3.75*
North America DHL Global Mail 11-15 working days Standard charge - £3.75*
Central and South America DHL Global Mail 15-22 working days Standard charge - £3.75*
Africa and Asia DHL Global Mail 15-22 working days Standard charge - £3.75*
Far East and Australasia DHL Global Mail 15-22 working days Standard charge - £3.75*

Exceptions
*Please note: on the publishers' request standard carriage and handling for their publications can be charged at higher or lower rates. For example, carriage and handling for DSA publications is set at £3.50 and 'The Official Highway Code 2007 Edition' at £2.50, whilst carriage and handling for BSI publications is set at £9.95 for international orders (these publications are dispatched directly from BSI).

The British Pharmacopoeia and ITIL Lifecyle Publication Suite also have set carriage options of £35 to anywhere in Europe and £50 to the rest of the world (these are high value items so must be sent recorded and tracked). Where products are added to the shopping basket with different specified standard carriage and handling rates the higher rate will be charged.


International special delivery
Only available for TSO publications. If you have one or more TSO publications in your shopping basket you will be able to select a special delivery option for the TSO item(s). For orders dispatched by a special delivery option the delivery charge will be calculated according to the weight of the order.

Method Delivery time Price
DHL Standard Air (Europe within EC) 7-10 working days £0.40 for first 100g, £0.17 for each additional 40g (excl VAT)
DHL Standard Air (non-EC Europe) 7-10 working days £0.45 for first 100g, £0.19 for each additional 40g (excl VAT)
DHL Standard Air (Rest of the World) 7-21 working days £0.90 for first 100g, £0.35 for each additional 40g (excl VAT)
DHL International 1-8 working days £55.00 for first 500 grams, £4.00 for each additional kg (excl VAT)

*Please note:
Working days are Monday to Friday, excluding holidays observed by the Post Office, and DHL.

Tracking

You can track your order via DHL's Track by Shipper's Reference service using your own reference number.

When will I receive my order?

If the publication is in stock at time of ordering it will be dispatched within 24 hours. If you place your order after 12 noon on a Friday (or after 12 noon on the day before a Bank Holiday) your order will be dispatched the next working day.

If after the expected delivery time you have not received your order, please contact our eSupport Customer Service Team, email: esupport@tso.co.uk or telephone: +44 (0)870 242 2345.

All goods lost in transit will also be replaced at no extra cost if notification is received by TSO, by telephone or writing, within 21 days of the date the original order was received by TSO or the date of publication of the goods, whichever shall be later.

VAT

The Stationery Office VAT number is GB 662774703.

If an item in your shopping basket attracts VAT, your carriage and handling charge will also be subject to VAT. Special delivery options are also subject to VAT.

TSO Overseas Agents and Distributors

Publications produced by The Stationery Office can also be obtained from a well-established network of agents and distributors worldwide. Please visit our 'TSO Overseas Agents and Distributors' page for further details.

If there is no stockist or distributor in your country and you have difficulty in placing an order, please write to: Export Sales Manager, Export Sales Department, TSO, Mandela Way, London SE1 5SS, England; Tel: +44 (0)870 600 5522, Fax: +44 (0)870 600 5533; or email exportsales@tso.co.uk.

Customs Charges

Ordering goods for delivery outside of the UK may mean that your consignment will be subject to import duties and taxes which are levied once the goods reach the country of destination. TSO has no control over these additional charges and therefore it is accepted by you that any charges levied in relation to customs clearance must be paid by you.

TSO recommends that you contact your local customs office for further information regarding additional charges that may be applicable to your online order. Please note that when ordering from TSO you are considered the importer of record and therefore must be responsible for any import VAT and duty. You are also responsible for compliance with all laws and regulations of the country to which you receive the goods you have purchased.

International Transaction Fees

Please be aware of international service fees charged by some card issuers. As TSO Shop is based in the UK, purchases made outside the UK may incur an international service charge. Not all payment card transactions carry this charge (it depends on your card issuer) and the amount varies depending on the type of card used (it is generally a small percentage of the total). It is your responsibility to be aware of any international service fees that your payment card issuer may charge. As we have no visibility or control of these fees, when applied, we are unable to refund them.

If you order an out of stock or not yet published item, your card will be charged including the international service fee, and then refunded until the item is available. Please note that when the publication becomes available and we recharge you, the international service bank charge may apply again.

Cheques
If you wish to pay by post please note that TSO can only accept cheques in foreign currency over the equivalent value of £100 in sterling.

Current exclusions
*Please be advised:

Africa
Unfortunately, TSO cannot currently ship to Somalia.

Asia
Unfortunately, TSO cannot currently ship to Yemen.

Europe
Until further notice we are unable to ship to private customers in the Moscow area - only business addresses will be accepted.

TSO apologises for any inconvenience caused.


If you didn't find the answer to your question or you require more information:

Please contact Customer Services by telephone +44 (0)870 600 5522 or email esupport@tso.co.uk For data security purposes, please do not submit any credit card details in email correspondence with TSO.

International customers and mobile phone users should contact their service providers for information about the cost of calls. To maintain a quality service we may monitor or record calls for training purposes.

The Customer Service Centre is open from 08:30 to 17:00 Monday to Thursday and 09:00 to 17:00 (BST/GMT) Friday.

Hearing and speech impaired customers can also communicate via text telephone on +44 (0)870 240 3701. If you have a general comment, query or complaint concerning the TSO Shop please contact us using our feedback form.

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