I ordered puppets from Axtell for delivery to the UK a while ago and found the service by Axtell to be Ax-cellent!
When you buy the puppets from Axtell you are not charged UK VAT on your purchases, hence the Customs charge you received. They check the goods and associated delivery receipt and charge you accordingly.
This is not a charge placed by Axtell but the charge you pay when importing goods into the UK and bypassing UK TAX.
Bear in mind, the quality and value you are receiving when purchasing a puppet from Axtell can not be found here in the UK, so importing these goods is the only option.
Axtell puppets for choice, quality and value are superb! DinoStar rules, who said dinosaurs are Extinct! The Man Eating Plant has to be seen to be believed, I took it out on Halloween and it recieved lots of attention! Vern and the Bird Arm Illusion goes a treat with a Safari Suit, just the combo for walk arounds and shows.
Most of the time international shipping goes fine, but we can't control the customs fees. They are not charged by us, and are not part of the shipping. We ship every day to some part of the world. It's really amazing how many international customers we have.
We do have some UK Dealers that import our products which may help your buying experience in the future. Here you go.....
AXTELL DEALERS IN THE UNITED KINGDOM
AMERICAN MAGIC COMPANY, 44 RUTHERFORD ROAD WINDLE, ST. HELENS, MERSEYSIDE, WA10 6HJ ENGLAND
BODGIT & SCARPER PRODUCTIONS, 18 LITTLE BRITAIN, WADDESDON, BUCKS, HP18 0XA ENGLAND
COZMIC BALLOONS, ATTN: JACKIE, TRELIGHTS, BODMIN, CORNWALL, PL29 3TF ENGLAND
I have had great customer support from Steve and crew!
Even with the extra customs cost you may still find it cheaper to order direct, especially if you take advantage of any offers Steve occasionally has!
Also the customs can't stop every thing so occasionally you get a surprise when a package turns up twice as fast and no extras to pay.
The puppets spend longer in custums than they do travelling.
What about the quarantine charges ? They're enormous !
I've purchased a number of items from Axtells, including a Big Bear and Rabbit, and was shocked to receive a letter from U.K. customs to say that they would be putting my furry friends into the statutory SIX MONTHS quarantine and that I'd be responsible for the paying of all fees !
I also had to pay nearly £200 import duty and V.A.T. to U.K. customs !
The only thing that stopped me from going totally Ape-Sh*t was when I woke up out of that dream !!!