If your package is held at customs, please contact your local postal service or the customs office directly with your tracking number to ask about the next steps. If they tell you that only the sender can act on the shipment, please contact us and we will assist from our side.
Whether any duties or taxes apply depends on the shipping method chosen at checkout:
- DDU ("Customs duties and taxes may be charged separately upon delivery"): the recipient (importer) is responsible for customs clearance and for paying any applicable duties and taxes.
- DDP ("Customs duties: included"): duties are prepaid, so there is generally no additional charge on delivery.
🧾 If Customs Asks You for Documents
- Proof of payment / receipt: you can download it yourself anytime from the "Invoice" button on your "My Order" page.
- Commercial invoice (customs declaration): this is prepared by the carrier from your order information and travels with your package, so you do not need to prepare it.
- Other documents (for example, an importer declaration or product/manufacturer information): please contact us with exactly what customs requested and your tracking number. We will prepare what can be issued from our side.
- Your personal tax or ID number: this can only be provided by you. See What if I am asked for a tax ID or personal ID number for customs?