Customs may hold a parcel for inspection, to request extra documents, or until duties and taxes are paid. This is common for shipments outside the EU and is usually resolved quickly if you respond straight away.
Why has my parcel been held?
- Details on the proforma, such as the contents or value, are missing or unclear.
- Customs needs an invoice or another document for the goods.
- The purpose of the shipment needs to be declared: sale, repair, exhibition or gift.
- The recipient still has to pay duties or taxes.
How will I find out?
You'll see the status in your shipment tracking. City Sender will also email you with what's needed to release the parcel. The courier or customs may also contact the sender or the recipient directly.
Keep an eye on your email
While your shipment is in transit, check your email, including your spam folder, and ask the recipient to do the same. A late reply can delay customs clearance or lead to the parcel being returned.
What should I do?
- Send the requested documents or information straight away, usually within 1–2 working days.
- City Sender forwards them to the courier on your behalf.
- The courier submits them to customs, which decides whether to release the parcel.
Customs makes the decision
City Sender liaises with the courier on your behalf, but can't guarantee when customs clearance will be completed.
If you don't respond in time
If the documents aren't sent or the charges aren't paid, the parcel may be returned at the sender's expense, or abandoned at customs and eventually destroyed. Storage costs, duties and penalties are paid by the sender or the recipient.
How can I avoid this?
- Fill in the proforma accurately, with the real value.
- If you're sending goods, have the invoice ready.
- Let the recipient know they may be asked to pay duties. See who pays customs duties.
Related questions
Customs & International Shipping
What is a proforma invoice and who fills it in?
A proforma invoice tells customs what your parcel contains, how many items there are and their value. You fill it in online when booking a shipment outside the EU. City Sender sends it to you ready to print, and you attach it to the outside of the parcel.
Customs & International Shipping
Who pays customs duties and taxes on shipments outside the EU?
Customs duties and taxes in the destination country are usually paid by the recipient, before delivery. They aren't included in the shipping price. If the recipient refuses to pay, the costs fall on the sender, along with any return costs.
Customs & International Shipping
Which countries require customs clearance?
Every shipment to or from a country outside the European Union, such as the UK, the USA or Switzerland, goes through customs, as do some special territories, such as the Canary Islands. For these shipments, you fill in the proforma when booking.