Summary

If your parcel has been held by customs, don’t panic — this is common and usually easy to resolve. This guide covers:

• Why parcels get held

• When the shipper needs to act

• When the receiver needs to act

• Who to contact for help

Why your parcel may be held by customs

Customs authorities inspect international shipments to confirm their contents, value, and paperwork. A parcel can be held for a variety of reasons, including:

• Incomplete or incorrect documentation

• Unpaid import duties or taxes

• Missing identification numbers (e.g., Tax ID or EORI)

• Random checks for prohibited or restricted goods

• Physical inspection. Normally, your paperwork is inspected and your parcel cleared. However, sometimes the contents of your package are also inspected, which takes extra time. This can take a day or two longer than normal.

• Customs may have a backlog or queue at busy times such as Christmas. This could also be due to processes taking extra time.

Most customs holds are temporary and can be cleared quickly once the required information or payment is provided.

Issues that require shipper input

If the parcel was sent by you, customs may need extra details to release it. Common reasons include:

• Commodity or value check Customs may want to confirm the declared value or product description. You may be asked to provide proof of purchase or invoices.

• Missing paperwork Required documents such as the commercial invoice, tariff code, or proof of origin might be missing or incomplete

• Shipper’s Tax ID In some countries, the shipper must provide a valid Tax ID or EORI number before the shipment can clear customs

If you are the shipper, contact our customer support for assistance — we can liaise with the courier and help submit the correct information.

Issues that require receiver input

If you are the recipient, customs may be waiting for you to provide:

• Recipient’s Tax ID Some countries require this before goods can be released

• Payment of duties and taxes The courier will contact you directly with the amount due. Once paid, your parcel will be cleared for delivery.

If you are the receiver, please contact the delivering courier directly (DHL, UPS, DPD, FedEx, etc.) using your tracking reference. They can provide details of any outstanding charges or documents required.

How to check the status

When you track your shipment, the tracking details should indicate the reason for the delay — for example:

• “Awaiting customs clearance”

• “Pending recipient information”

• “Held – awaiting duty payment”

Once you know what’s needed:

• Shippers should contact us with any missing paperwork

• Receivers should contact the local courier to arrange payment or provide their details

💡 Helpful tips

• Respond promptly to any customs or courier requests to prevent storage fees or returns

• Always include accurate descriptions, values, and tariff codes on your customs documents

• Inform the recipient in advance if duties or taxes may apply