Customer Hub
Welcome to the ILG Customer Hub. Find the latest customer updates, important notices, helpful resources, customer documents and quick links to the information you need.
If you have any questions or queries, please reach out to your usual ILG contact.
Recent Customer Updates and Advisories
24th July 2026
U.S. IEEPA Tariff Refund Process Update | 24.7.26
Refund Process Now Active CBP is now actively accepting and processing refund requests under a phased implementation of…
29th June 2026
Upcoming Public Holidays – UK and Poland
Please note the upcoming following public holidays in the UK and Poland: UK Poland 31st August 2026 –…
10th June 2026
EU De Minimis Changes and New Requirements for Shipping to the EU
Please read below for important updates regarding EU customs changes, including the confirmed changes to de minimis treatment from…
01st June 2026
Spring Updates
Welcome to ILG’s Spring Updates! In our latest update, we’re exploring the forces reshaping e-commerce operations and what they mean…
27th May 2026
Peak Preparations 2026
At ILG we are already busy preparing for the Q4 trading period. Each year we see a busier…
06th May 2026
Fuel Surcharges Update
Please read below for an update on the ongoing situation in the Middle East and its continued impact…
27th April 2026
U.S. IEEPA Tariff Refund Process – Now Live
The U.S. tariff refund process relating to duties collected under the International Emergency Economic Powers Act (IEEPA) has…
16th March 2026
Update on U.S. IEEPA Tariff Refund Process
Read below for an update on the developing situation in the United States regarding refunds of tariffs previously…
Useful Information and Links
Windsor Framework Guide
Vendor Manual
Site Directory
EU De Minimis Guide
Non-Compliance & Handling Charge Schedule
Peak Pack 2026
ILG Export and Documentation Service and Tariff (from 1st July 2025)
ILG, in partnership with trusted third-party providers, offers a comprehensive range of export documentation services, including those certified by the Chamber of Commerce. These services are available on the same payment terms as your main agreement. Check the link below to find our updated Export Documentation and Consular Service Tariff which will apply from 1st July 2025.
ILG Calculations for Chargeable Weight
All consignments unless otherwise stated are calculated on the total weight of the consignment, with the greater of actual or volumetric (dimensional) weight applying.
ILG calculations for volumetric weight are as follows:
| Service Level | Density Ratio Calculation |
| Domestic Shipments | Length (cm) x Width (cm) x Height (cm)* /4000 |
| Road Shipments | Length (cm) x Width (cm) x Height (cm)* /4000 |
| Air Express or Air Economy Services | Length (cm) x Width (cm) x Height (cm)* /5000 |
Important Notice: Duty & Tax Liability on Cross-Border DAP/DDU Shipments
For cross-border shipments sent under DDU (Delivered Duty Unpaid) or DAP (Delivered-at-Place) Incoterms, the responsibility for import duties and taxes lies with the receiver. However, if the receiver refuses to pay these charges after the goods have cleared customs, the shipper (you) may ultimately be held liable. These charges can be billed back to you via ILG.
This is standard industry practice but since the recent changes to the U.S. de minimis threshold, we’ve seen an increase in invoice queries related to ILG duty and tax charges—often due to misunderstandings about who is responsible.
To help avoid unexpected costs or delays, we recommend:
- Ensuring your receivers are fully aware of their obligations under DDU/DAP terms.
- Making sure your customer communications clearly outline these responsibilities.
- Considering alternative incoterms such as DDP (Delivered Duty Paid) for shipments where the risk of duty non-payment is high.
If you have any questions or would like support reviewing your shipping terms, please don’t hesitate to contact us.
Got a question? Contact us
If you have a specific query or need further support, please don’t hesitate to contact one of the ILG Team.
0844 264 8000
Lines are open Mon-Fri 09.00 to 18.00