INTERNATIONAL CUSTOMERS

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

International delivery

As standard all orders are dispatched via standard surface mail. Estimated delivery dates are within one to six weeks for destinations in Europe and up to 12 weeks for the rest of the world, see below for more information

Method Delivery time Price
UPS International
(European Union)		 1-8 working days* Up to 500g £13.99; thereafter £5 per extra KG. Over 30KG reduces to £1.50 per extra KG (excl VAT)
UPS International
(Europe - non-European Union)		 3-11 working days* Up to 500g £20.99; thereafter £6 per extra KG. Over 30KG reduces to £2.50 per extra KG (excl VAT)
UPS International
(Rest of the World)		 11-20 working days* Up to 500g £28.99; thereafter £7 per extra KG. Over 30KG reduces to £5 per extra KG (excl VAT)

* Working days are Monday to Friday, excluding holidays observed by the Post Office, and UPS.


Exceptions

High value items

The British Pharmacopoeia has a set carriage option of £60 to anywhere in Europe, £100 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.

Delivery to Russia and Belarus

The British Pharmacopoeia is the only product delivered to Russia and Belarus. UPS deliveries to these countries can only be completed where the address includes a company name.

Tracking

You can track your order via UPS'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. The total delivery time is equal to the sum of availability of the title and dispatch time, e.g. if availability is 2-3 days and dispatch time 1 day, the total delivery time will be 3-4 working days.

If after the expected delivery time you have not received your order, please contact our eSupport Customer Service Team, email: [email protected] or telephone: +44 (0)333 200 2425.

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 is later.


VAT

The TSO 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.


EU VAT changes are effective from 1 July 2021

From 1 July 2021, all commercial goods imported into the EU will be subject to VAT

  • And the current VAT exemption for importation of goods up to 22 Euros will be removed

This means the recipient of the goods MUST pay VAT at the rate charged in the country of delivery

TSO do not charge VAT

  • You will need to pay this to the courier company who will contact you before delivery

Please note: that most shipments valued under 150 Euros are not subject to Customs duties on arrival in the EU. This is separate to VAT and will continue to apply post 1 July 2021.


TSO Overseas Agents and Distributors

Publications produced by TSO 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 contact: Export Sales Manager, telephone +44 (0)333 202 5070 (fax: +44 (0)333 202 5080) or email [email protected].


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 we 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 Moscow area - only business addresses will be accepted.

TSO apologises for any inconvenience caused.


Further help

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

Please contact customer services by telephone +44 (0)333 202 5070 or email [email protected] 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 services/esupport team are now open Monday to Friday (excl. bank holidays) - 8am - 6pm (GMT).

Hearing- and speech-impaired customers can also communicate via text telephone on +44 (0)333 202 5077. If you have a general comment, query or complaint concerning the TSO shop please contact us using our feedback form.