If the tracking of your shipment indicates that it is blocked in customs, contact us quickly so that we can guide you on how to get it cleared.

The deadlines for getting shipments cleared differ depending on the country, so it is best to react as quickly as possible to avoid losing your goods.

The blockage may be related to missing documents or the recipient's refusal to pay customs charges.

Missing documents

In this case, when you contact customer service, you will be able to know the list of missing documents so that you can add them to the customs clearance file.

To avoid this case, we invite you to consult the mandatory documents for international shipping.

Refusal of the recipient to pay customs charges

In most cases concerning e-commerce, it is up to the recipient to clear customs charges, before or at the time of delivery.

In case of refusal, you have 3 options:

• Convincing the recipient to pay the costs, even if it means making a commercial gesture to share the costs.
• Abandoning the package. Your goods will then be destroyed. To opt for this solution, you must send us written proof of your wishes as sender.
• Returning the package to the sender. The sender will then have to pay the customs charges as well as the return costs, which is only interesting if the goods have a high value.