DEAN DUNHAM: Do I have to pay taxes and duties if I buy goods from EU locations?

I bought sports shoes through an EU website. They were advertised at £145 but I’ve now been hit with additional import and tax charges. Can they do this?

Sarah Gardner, Leeds.

Dean Dunham replies: If the sneakers had cost less than £135, you wouldn’t have had any extra costs on top of the order price, other than the shipping costs.

However, orders over €135 cross a threshold where additional customs, VAT and delivery costs start to accrue.

These charges should have been clearly communicated to you, or at least the seller should have informed you that there may be additional charges.

If the seller does not address your complaint and you paid with a debit or credit card, you can file a chargeback claim with your bank, citing that the seller has not disclosed the actual charges to you.

If you paid via a payment platform (such as PayPal) you can try the complaints department, but other scenarios can be tricky – you don’t want to take the seller to court outside the UK.

That’s why you should always think twice when buying goods from outside the UK.

Wrong Klarna deal attracted

Last month I bought a fireplace with an electric fire through Robert Dyas’s website.

My main reason for this was the clear marketing link that I could purchase this item with Klarna’s interest-free 12-month option.

I started the online purchase process, which was easy enough, and for the ‘payment method’ part, I chose Klarna as my preferred option.

At that point, I was presented with three options: 30 days, paying three monthly installments, or more than 12 months at 0 percent.

I chose the latter and then received an email confirming my purchase. However, it went through for the 30-day Klarna payment — not the 12-month option I clicked.

I have tried to rectify this matter, but neither Robert Dyas nor Klarna have done anything to help so far.

Jonathan Warren, via email.

Dean Dunham replies: All Financial Conduct Authority (FCA) authorized companies that communicate financial promotions, including those that advertise consumer credit, must follow the principle of fair treatment of customers.

Treating customers fairly is one of the fundamental principles underlying the FCA’s regulatory regime. In his Principles For Business, Number Six says, “A business must have due regard for the interests of its customers and treat them fairly.”

Klarna specifically requires all sellers who advertise its financial products, such as Robert Dyas, to observe and comply.

In this case there is clearly an IT error or a mistake on your part and in either case you would not be treated fairly if the matter was not resolved for you.

Despite the above, there is a simple solution. You have purchased online and are still within 14 days of delivery. In these circumstances you can return the goods and claim a full refund.

You have the right to do so under the Consumer Contracts Regulation. You can then pay off Klarna and place your order again, this time ensuring that the 12 month payment term is applied.

• Write to Dean Dunham, Money Mail, Scottish Daily Mail, 20 Waterloo Street, Glasgow G2 6DB or email d.dunham@dailymail.co.uk. The Daily Mail cannot accept legal liability for answers provided.