At SM1 Print Studio, we aim to make your international shipping experience as smooth and straightforward as possible. This page outlines everything you need to know about the process so there are no surprises along the way.

We’re here to support you throughout, and by working together with our logistics partner DHL, we’ll ensure your items are delivered securely and efficiently.

What’s SM1 Print Studio’s Role?

  • We produce and package your items to ensure they are ready for secure transit.
  • We complete the preliminary customs requirements and provide the necessary documentation to DHL to begin the clearance process.
  • Once your shipment leaves our facility and is handed over to DHL, it is entirely under DHL’s control.
  • SM1 Print Studio has no authority over customs, transit delays, or final delivery.

However, we are here to help. Our role is to assist you in navigating the process—whether that’s helping you understand a form, providing guidance on what’s needed, or helping you get in touch with DHL if necessary. While we can’t control what happens once the shipment is in transit, we will always do our best to support you.

What is the Role of the Consignee?

The consignee is the individual responsible for receiving the shipment at its destination. This is a critical role, as they are the only person who can handle customs requirements and move the shipment forward. Customs and couriers will contact the consignee directly if any additional information or action is needed, and only the consignee can respond to these requests.

To avoid any unnecessary delays, it’s important to choose someone who:

  • Works for your organisation and is directly involved in the shipment.
  • Is available and responsive during the shipping process.
  • Can provide information quickly if customs or DHL requires it.
  • Understands their responsibility in helping clear the shipment.

For example, choosing someone like a hotel manager or a temporary contact who may not respond promptly can create unnecessary challenges.

If you’re unsure who to select, we’re happy to offer advice to ensure everything goes as smoothly as possible.

Why Are Customs Forms Necessary?

Customs forms are required for all international shipments. They:

  • Confirm what’s being shipped, its value, and its purpose.
  • Help determine any duties or taxes owed. (These vary by country and product categorisation, so unfortunately we are not able to provide estimates of these).

While filling out forms is unavoidable, our team will have already completed much of the required information before the shipment is sent. If customs requires additional details, we’re happy to assist with any questions you may have.

What Happens If There’s a Delay, Damage, or Loss?

Once your shipment is handed over to DHL, they are responsible for its transit and delivery. In the unlikely event of delays, damage, or loss:

  • Claims for compensation must be submitted directly to DHL.
  • Compensation for loss or damage is typically based on the weight of the shipment rather than its value. DHL’s standard compensation is usually only a few £s per kg, and they may reject claims for damage based on packaging.
  • If you feel this compensation would not be sufficient, please speak to us before shipping to arrange additional insurance.

For full details on DHL’s claim policy, please refer to DHL’s Terms & Conditions.

Common Questions

1. What information will I need to provide?

You’ll need to confirm:

  • What’s being shipped (e.g., banners, books).
  • The value of the shipment.
  • The purpose of the shipment (e.g., promotional materials for an event).

2. Will I have to pay duties or taxes?

Possibly. Duties and taxes are determined by the destination country’s customs office and vary depending on the shipment’s value and purpose. These costs are the consignee’s responsibility.

Unfortunately, we cannot provide guidance on the amount of duty that may be payable, as this varies significantly by country and how they classify specific items.

3. What happens if I don’t respond to customs or DHL?

If required information isn’t provided, the shipment may be delayed or held until customs requirements are met.

4. Can SM1 help if issues arise?

Absolutely. While DHL handles the logistics, we’re here to support you with advice, documentation, or helping you get in touch with DHL if needed.