Hello Rob, 
Absolutly not !

All this is not systematic, because we have an EORI number, and this allows us to pay the taxes directly. From time to time the customs system is not working, so they ask the customer to pay, that's where we come in. 

If UPS ask you for some payment fees, there are two ways. 
1)ups has already attempted a delivery, then you will have to advance the cost, and we will refund it.

2) UPS has sent you a notification, but the delivery has not been made, then pass this notification on to us at contact@ceiling-fan.co.uk, and we will pay it for you. 

Do not hesitate to contact us in case of doubt.
Regards.