If your tracking shows your parcel is held at customs, there's usually no cause for concern. It's a routine inspection procedure that international shipments are sometimes selected for.
What we do
We respond immediately to anything customs requests from us. There's nothing you need to do on our side.
What it means for your delivery
When a parcel is selected for inspection, delivery can take longer than the original estimate. The hold is outside our control and the carrier's, it depends on the customs authority in the destination country.
Import charges
If your destination is outside the EU, customs may also apply import duties or taxes before releasing the parcel. These are set by your country's authorities and are the recipient's responsibility. See Will I pay customs or import taxes? for where this applies.
If it stays held for a long time
Contact us with your order number if the parcel seems stuck for longer than you'd expect. We'll check what's happening and respond to any customs request on our end straight away.
