ImportMate FAQ – Everything You Need to Know

Whether you’re importing for the first time or scaling your e-commerce business, here are answers to the questions we’re asked most often about suppliers, freight, customs and delivery.

Getting Started

Do I need to find my own supplier?

No — we source products from our trusted supplier network in China and confirm all details with you before any order is placed.

Can I import small quantities or samples first?

Yes, we regularly manage small trial runs to help sellers test new products.

How do I see what I’m ordering?

We keep you fully informed throughout the process. Whenever suppliers send photos, specifications, or updates, we share them with you instantly — giving you the chance to review, request changes, or add anything before production begins. You’ll always know exactly what’s being ordered and approved, every step of the way.

Is there a minimum order quantity (MOQ)?

For samples — no, there’s no minimum. You can start small to test quality and demand before committing to a larger shipment. For full orders, there may be a minimum order quantity depending on the product and level of customisation you want (for example, custom packaging or branding). We’ll always confirm any MOQ requirements with you before production starts.

Costs & Payments

How do ImportMate’s fees work?

You pay the product and shipping costs plus our transparent service fee — no hidden extras.

Do I need to pay upfront?

Yes. Once you’ve approved the supplier quote and shipping plan, payment is made before we place the order on your behalf.

How do payments and records work?

Once you’ve approved your quote, you’ll receive a secure invoice from ImportMate before any work begins. All payments are made safely in GBP and include a full breakdown of costs. After payment is received, we send confirmation and begin your import process. You’ll receive clear records of every stage — including supplier communication, shipping updates, and import documentation — so you always know what’s happening and have everything you need for your business records.

Shipping & Delivery

How long does shipping from China take?

Typically 4–8 weeks by sea or 5–10 days by air, depending on your chosen freight method.

Can you deliver directly to Amazon FBA?

Absolutely. We handle FBA labelling, carton prep and delivery to your chosen Amazon fulfilment centre.

Customs & Regulations

Do I need an EORI number?

Yes, all UK importers need one. If you don’t have one yet, we’ll help you apply before your first shipment. You can find full details on how to apply in our Getting Started guide .

Do you manage customs clearance?

Yes, our freight partners handle all customs documentation and duty payments for you.

After Delivery

What happens if goods are damaged or incorrect?

We work directly with the supplier to resolve any issues and keep you updated at every step.

Can you help with repeat orders?

Yes — once we’ve sourced a product for you, re-ordering is quick and straightforward.

Useful Links

Still have questions?

Start Your Import →