
Dabba Direct: Shopping and & Shipping from UK to Gibraltar
Your Questions Answered
Find answers to your questions.
How does Dabba Direct simplify Shopping and Shipping?
Our Shop and Ship service specialises in helping you purchase items from UK retailers that do not accept foreign-issued credit cards nor provide direct shipping to Gibraltar.
You shop online for your desired products and send us the details. We then make the purchase on your behalf and take away all the hassle of arranging shipping, taking care of customs formalities and paying duties from you.
How do I place an order?
Once you have found all the products you wish to purchase complete the details on our order form and send to us.
What information do you need about my purchase request?
On our order request form we need your full name, address, phone number and your email address. Then for each product you need to copy the URL of the product page. You can either put all the products in the basket and then use your phone or computer to copy each product URL and paste into our form, or from the individual product’s home page copy and paste. Please do not send basket link as baskets are not transferable and would show empty at our end.
What is a URL link?
This is a unique internet address which identifies the web page. There are many websites and you tube videos that explain this. Here are a few links below where you can find further help.
How to Copy a Web Page Link or URL
What are your fees for your service?
Unlike our competitors our fees are transparent and you know exactly what you are paying for upfront and we charge only once. Our fees are based on the value of the order rather than complicated weights and dimensions of the packages. We calculate our fees separately for each retailer as follows:
If the total cost of the order is £50 or less, we charge a fee of £10.
For orders of value higher than £50 we calculate the 20% of the value of the order.
For example if you order from Amazon totals £35 our fee will be £10. If the value is, say £240 then 20% of £240 is £48, hence our fee will be £48.
What does the service fee cover?
The service fee includes handling fee of purchasing your item(s), shipping and admin costs from UK to Gibraltar, Customs clearance agent fees, taxes and duties payable to Gibraltar authorities. However, the fees do not include home delivery.
Can you deliver to my home address?
We do not have local delivery service ourselves but on request we can organise your delivery via our sister company Freight-it. Once your goods arrive and Customs formalities are completed you will receive a notification email to say your goods are ready to collect. If you need your goods to be delivered, please inform us in writing so we can pass the request to our delivery service provider to give you a quote and arrange with you. Please note, once delivery request has been passed on, Freight-it will be your point of contact, not ourselves. Please allow couple of days before contact is made from them.
I completed and sent you an order form. What’s Next?
Your order request will reach our internal system and a member of our team will generate an invoice for you and forward on for your consideration. With the invoice you will receive a link which will enable you to make payment online using your credit/debit card. Upon successful payment the payment system will inform us immediately. We will proceed to purchase your products by the next working day at the latest. You just sit back and wait till goods arrive for you to pop in to collect them.
Can I change or cancel a request?
All requests can be changed or cancelled before payment is made for your order. However, any items that we have already been purchased they may not be changed, cancelled, or refunded.
How do I track the progress of my order?
Tracking service is not provided at present. However, if your expected delivery time has exceeded please let us know and we will check to see if there has been a delay by the retailer or their courier service.
How long does it take for my order to arrive?
We cannot provide specific details of the shipping times as this very much depends on the retailer’s delivery lead times in UK as well as the logistics involved. However upon successful delivery to our UK delivery address we aim to load your goods on to our next truck which then will take seven to ten days from the loading date to arrive in Gibraltar. Upon arrival in Gibraltar, it can take 24 to 48 hours for us to complete customs declaration formalities. We have weekly shipping service from UK to Gibraltar, usually departing from UK on Fridays.
How can I contact you?
We have an online contact form for your enquiries. If you have a question on an existing order please indicate your order reference and full name. Due to data protection, we require identification before we are able to respond. You can also email us.
What guarantees are there on the products I purchase?
None! All goods that are purchased and shipped out of UK lose their warranties. Please check out our Terms & Conditions page regarding product guarantees and liabilities.
I received my order but some items are missing.
Retailers on many occasions may dispatch goods separately due to stock availability or dispatch location or warehouses. Although goods are ordered same time they may arrive separately and on separate dates. If in doubt, please let us know.
What if my product arrives faulty or is not what I expected?
We can help you connect with the retailer to discuss your concerns. Please ask us to provide you with the retailer order details in order for you to communicate with them directly.
I want to return something, how can I do this?
We do not provide returns service. You need to look for a courier that provides shipping from Gibraltar to UK. Ask us to provide order details to you in order to contact the retailer to discuss how to return.
How do I contact the retailer for after sale care?
Once you have received your goods please reach out to us with your order reference so we can provide you with the retailer order reference for you to contact them. Please note all questions and concerns about your received items must be directed to the retailer, not to us.
The retailer has agreed to send me a replacement. Can you help?
Sure! Please let us know what they are sending so we can tell you about our fees accordingly to ship the goods to Gibraltar for you.
What if my goods get delayed or lost?
Your money is protected with us. We will either completely fulfil your order request by getting your goods into Gibraltar or pursue a full refund from the retailer. In the unlikely event of retailer being dissolved or fail to fulfil your order we will refund you in full.
Are there restrictions on size and weight or type of products you ship?
Almost none. You can order anything from a pen to a large kitchen refrigerator or sofa. We can ship anything you need for your home or for you personally. However, we are not able to ship prohibited Items such as alcohol, products consisting of alcohol, chemicals, paints, living animals, plants, plant seeds, compressed air, chargeable car batteries and food products which are all considered as prohibited items. If in doubt ,ask us!
My online payment failed. What can I do?
For a credit or debit card payment, if your payment is not successful in your first attempt, please go back and try again and if possible try another card. Please check your bank validation app if you have one as most payment failures happen due to validation errors. If all fails, please contact us for assistance.
Can I claim VAT?
No. The philosophy of Dabba Direct business model is to eliminate the hassle of all taxation, import duties and shipping for our customers where just one fee is payable. We cover all costs on your behalf irrespective of weight, volume of the goods and rate of taxation. Customers who wish to make VAT claims are advised to make their own purchases and arrange all necessary shipping and duty payments themselves using alternative methods.