The shipping service provider (FedEx, DHL or another) requires customs documents

1. Shipping within vs. outside the EU

  • Within the EU (e.g., Germany, France, Netherlands): Your order is in free circulation. There is no customs clearance required, and you do not have to pay any additional fees.
  • Outside the EU (e.g., Switzerland, UK, Norway, USA, Australia): Every package goes through customs inspection. The courier service usually contacts you directly to request the necessary documents. The requirements depend on the destination country and the value of the goods.

2. What you should do now

If your package is held at customs, please proceed as follows:

  1. Check the request: Which exact document does the courier need? Usually it is the commercial invoice, a customs declaration, or your tax ID.
  2. Save the evidence: Take a screenshot or save the courier's email as a PDF - we need this for processing.
  3. Observe deadlines: Couriers often set tight deadlines of 24-48 hours. Please respond promptly.
  4. Check your emails: Look in your inbox - we have often already sent you the required documents by email in advance.

3. Small customs glossary

  • Commercial Invoice: Document showing the value and contents of the goods. We can issue this for you at any time upon request.
  • EORI Number: Customs identification number for business customers.
  • Tax ID / VAT ID: Your local tax number, which is mandatory for import in some countries.
  • Customs Declaration (CN22 / CN23): We create this automatically for every international shipment.
  • Proof of Value: Confirmation of the amount paid (based on your order).

4. We need this information from you:

  • Order number
  • Shipment number (Tracking ID)
  • Shipping carrier (e.g., FedEx, DHL)
  • Delivery country
  • Which specific document is being requested?
  • Important: Screenshot or PDF of the courier's request (required field)
  • Courier's response deadline
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