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FAQs - questions we commonly get asked....

26 October 2021 / 11 minute read

How do we achieve such EU parcel export and delivery success when even the biggest parcel delivery companies struggle? It’s all down to how we responded to Brexit and engineered a bespoke EU customs clearance and delivery solution. We get asked a lot of questions about this.

Here’s a list of our most frequently asked questions and answers about the SAMOS EU parcel delivery service 'Samos Connect' - the UK's first hybrid EU parcel delivery service that successfully eliminates EU parcel delivery issues caused by Brexit.

How do I create labels for my parcels using the SAMOS system?

We give our customers access to our online shipping portal that enables our customers to create labels and customs data. We have specifically designed it to be quick and easy to complete. An experienced customer takes around 30 seconds to complete a shipment. You can also upload csv files or integrate with our API (see below) or download and use our Shopify app here.

How do I track SAMOS parcels?

When you create a label in our system, it will generate a tracking number straight away. You can click on this to view the tracking page and view the parcel’s journey through to delivery. The same tracking number is valid all the way.

Can I integrate with SAMOS to produce labels automatically from my system?

Yes. There are many different systems out there, all with unique attributes and integration set ups. Our API will integrate with just about all of them. Tell us what you have, and we’ll find the right solution for you. We are fully integrated with ShipTheory, Despatch Cloud, Linnworks and MintSoft. We have a Shopify App which you can install here: SAMOS Shopify App.

How does SAMOS export parcels into the EU?

We use our own vehicle network and EU customs agents. We do not use any other parcel delivery company for EU clearance.

Can I ship parcels into the EU without an IOSS number?

Yes. You do not need an IOSS number to use the SAMOS EU parcel delivery service. Even without an IOSS number your customer will never be asked to pay any VAT, duty, customs or local handling fees before delivery. Contact us and we’ll explain how this works or click here to find out more.

Can I ship parcels into the EU with an IOSS number?

Yes. Provide us with your IOSS number, and we will clear your parcels into the EU on this basis.

Does my customer have to pay any VAT, duty and local handling fees before their parcel is delivered?

No, never. Our bespoke customs clearance solutions for EU parcels means that none of your EU customers will ever be asked for VAT, duty, or handling fees before delivery. Contact us and we’ll explain how this works.

I’m having problems in the EU with delayed, refused and returned parcels. Will I get the same problems with SAMOS?

No, never. Delays, refusals and returns are generally caused by two issues:

  1. Customs issues in specific EU member states who restrict certain products from the UK to enter their country if shipped directly from the UK. We have analysed what causes this issue and overcome this by our specially engineered customs and parcel routing process. We will also check all your HS Codes before you ship with us to identify any restricted items. Contact us and we’ll explain how this works or click here for more information.
  2. VAT, duty, and local handling charges requested from your customer before delivery which means they either think it is a scam or will refuse the parcel based on the additional costs. Our bespoke customs clearance solutions for EU parcels means that none of your EU customers will ever be asked for VAT, duty, or handling fees before delivery. Contact us and we’ll explain how this works.

How long does it take for my parcels to be delivered across the EU?

We have recently enhanced and upgraded our operations, and it now takes around 2 to 5 days from when we receive your parcel to delivery. Generally, the closer to the UK the destination country is, the quicker it will be. Remote EU areas can take up to 7 days.

Is SAMOS a parcel broker, or does SAMOS use any other parcel delivery service as part of the EU parcel delivery service?

SAMOS is not a parcel broker. We do not use any other UK or international parcel carrier to export parcels into the EU from the UK, we do this ourselves.

If I have a query on a parcel or an IT issue, how do I get in contact with SAMOS and who sorts out the problem for me?

You call us, an actual person will answer the phone. Alternatively, we are responsive to email, webchat, or message our direct WhatsApp feed. The individual you contact will take ownership of your issue and will see it through to a satisfactory conclusion for you.

Why is SAMOS able to successfully clear EU customs and deliver parcels into the EU whereas my current well-known parcel carrier has problems?

Most large parcel delivery companies have to be process driven. Due to the sheer scale of their operations it means they must maintain processes to keep costs under control. Their infrastructure across the EU was developed over many years based on borderless trade between the UK and the EU. Brexit was a very big and sudden shock. Their cumbersome export customs processes and parcel routing have been unable to quickly adapt to the rapid changes and have become incompatible with some aspects of the UK’s unique relationship with the EU. This causes continuous problems. SAMOS has been small and agile enough to forensically analyse where EU export problems could occur and undertook to engineer and develop its own bespoke customs clearance, parcel routing and delivery solution. As a result, SAMOS has virtually no issues exporting and delivering parcels from the UK across the EU.

Does SAMOS deliver parcels to businesses (B2B) across the EU?

No, but we may develop this in the future. Our focus is e-commerce B2C shipping.

Apart from the EU, where else does SAMOS deliver parcels?

We also have B2C e-commerce delivery solution to Israel. Click on the country name for more details. We will be developing more international shipping solutions to the USA, the far east and Australasia later this year.

How are my parcels collected?

Our customers send packaged and labelled parcels into our hub near London themselves using overnight parcel or pallet networks. If required we can recommend the most cost effective services.

Can SAMOS do returns?

We can repatriate non-deliverables, but we don’t yet offer a full returns service.

How much does the SAMOS EU parcel delivery service cost?

You’ll be surprised to see that it is a lot cheaper than many of the well-known multi-national mail or parcel delivery companies. You can view our EU parcel tariff by clicking here or use the cost calculator below. Please note, that the published rates are what you pay. There are no other surcharges. There is no UK sales VAT on international parcel shipping.

Does SAMOS have parcel size and weight limits?

Yes. Please see the notes on this at the bottom of our EU parcel tariff, which you can view by clicking here.

Can SAMOS take lithium-ion batteries or any other hazardous items?

Yes, we can take lithium-ion batteries, but there are limitations. We can carry certain hazardous products in limited quantities. Contact us to discuss your requirements.

What happens to the delivery if my customer is not going to be at home?

If you provide us with the correct details, your customer will be notified of their delivery in advance and given the opportunity to divert the parcel to a more convenient collection location.

Can I trial the SAMOS EU parcel delivery service?

Yes, we are more than happy for you to test our services. Complete this online form and we’ll get you set up for a trial.

How do I start shipping with SAMOS and how quickly can I start?

Complete this online form and you can start shipping with us today.

How do I pay SAMOS invoices?

We invoice once a week. You can pay us via Direct Debit, BACS or card. We take Visa, Mastercard, American Express, Apple Pay and Google Pay.

Does SAMOS have a minimum volume requirement?

No. Bear in mind that our services are designed for small, medium, and large e-commerce businesses.

What are the SAMOS terms and conditions of shipping?

You can view our terms and conditions of shipping by clicking here.

Is your question not answered? Contact us and we’ll be happy to discuss your requirements.

Who are we? SAMOS e-commerce - Alternatively brilliant.

We are a parcel logistics company specialising in creating and engineering customer-focussed e-commerce parcel delivery solutions. We have become particularly well known for our hybrid EU parcel delivery solution. It's growing very fast and enabled so many e-com businesses to get back on track and develop their EU markets without fear of all the export problems experienced with the other mail and parcel delivery companies.

We totally understand the frustrations of using parcel and post delivery services so we have engineered these out of our service. Customers always ask us "why didn't we know about you before?" Well, you do now. We can ship all your B2C parcels across the EU whether your have an IOSS number or not. We do not surcharge at all, just one ultra-low cost per parcel. Simple. For more information about us click here.

More on SAMOS

How our service works – click here

FAQ’s – click here

Our tariff - click here

Our integrations - click here

Contact SAMOS

Trial us - click here

Chat on WhatsApp - click here

Email - click here

Let's talk – 0203 475 9330

What Our Customers Say

Peace, Founder and owner at Nubia's Crown - www.nubiascrown.com -

Watch a vlog by Peace at Nubia's Crown, one of our amazing customers, discussing our service here.

Alie Mackintosh, CEO at AYM, www.aym-studio.com -

‘’We are incredibly happy with the service provided by Samos and would recommend their EU shipment services to any businesses requiring a solution for EU logistics since Brexit. Deliveries are fast and our customers are happy. Samos take all the stress and hassle of the new (and confusing) requirements away and provide a comprehensive and fully rounded service for both us and our customers. It’s win-win solution. We were apprehensive about the future of shipping B2C into the EU after experiencing delays in transit and confusion around additional charges, until we joined Samos. They are incredibly helpful, knowledgeable and reliable, it really is joy to be working with them."

Daphne, Co-founder at TIC CC, tic-cc.com -

"We have been working with Samos since November 2021 to fulfil all our EU customer orders. Previously we had been using mail services, which meant a lot of hassle with customs and increased expenditure to the customer and us, and taking several weeks for parcel deliveries. We have trialled other courier companies, who’s services, pricing and customs issues have been appalling. 

Since using Samos our EU order deliver is running smooth and fast, without any issues. Customers also get delivery notifications, and can easily keep track of their parcels. Their online platform is very easy to use with minimal time spent to create shipping labels and customs paperwork. The prices are extremely competitive, and the customer services is the best we have experienced compared to any other delivery partner and couriers. This has been the best service provider we have worked with. I would highly recommend Samos!"

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