My parcel is held at customs, or the courier is asking me for information

This is normal, and usually quick to sort out. Customs in your country, or the courier on their behalf, may ask the recipient for more information before releasing a parcel, such as an ID number, what the items are for, or proof of payment.

Reply to the courier as soon as you can. Couriers often set a deadline. If customs don't get what they need in time, the parcel may be returned or held.

We're happy to help where we can, so message us if you're unsure.