A major online retailer has apologised to Jersey customers after pausing deliveries to the Channel Islands over concerns that customs requirements could lead to delays and unexpected fees.

Not On The High Street, an online marketplace for more than 4,000 independent brands, said it had made the “difficult decision” to stop shipping to the islands while it works on a long-term solution.

However, Jersey Customs and Immigration Service said there had been no recent changes to customs requirements for goods being sent from the UK to the Island.

Not On The High Street, which sells products ranging from jewellery and gifts to cured meats, said changes to international shipping and customs regulations were behind its decision.

“As a marketplace for thousands of independent small businesses, navigating these complex requirements risks creating delays and unexpected customs fees for our customers,” the company said in a statement.

“Rather than compromise on the level of service we are able to provide, we have paused shipping while we actively work on a viable long-term solution to resume deliveries reliably.

“We sincerely apologise to our customers in the Channel Islands for any disappointment this may cause.”

The retailer said Islanders who are part of its NOTHS&More membership scheme can receive a full refund for their membership, adding that its customer service team “is ready to assist anyone impacted”.

The decision comes amid continued changes to UK and EU customs rules in the years following Brexit, with Jersey outside both but affected by requirements surrounding the movement of goods.

Jersey Customs and Immigration Service said: “Jersey is part of a Customs Union with the UK, and there have been no recent changes to customs requirements for goods being shipped from the UK to Jersey.

“Some retailers have chosen not to deliver to Jersey in recent years. The reasons vary and may include logistics, carriers incorrectly treating Jersey as an international destination, or commercial decisions based on delivery volumes and administrative costs.”

UK guidance does require exporters to complete paperwork when sending goods to Jersey, including using a Jersey-specific country code.

Not On The High Street has also paused deliveries to the EU and other international territories, according to its website, again citing updates to customs regulations.