Whose name needs to appear on the customs paperwork?

Please note, the documents provided should be for the owner of the goods being sent and in most cases the owner has recently travelled or will be travelling shortly. If you are sending on behalf of someone, we recommend entering the owners name as the shipper and receiver in order to match their travel documents.

What if I am unable to provide a Flight ticket, Passport, Visa etc?

If you’re shipping used personal effects on a route that requires certain documentation to be provided, but do not have these documents, we will be unable to clear your shipment as used personal effects and, as such, duties or taxes may be assigned to the shipment by the customs authority in the destination country.

Please note, the documents provided should be for the owner of the goods being sent and in most cases the owner has recently travelled or will be travelling shortly. If you are sending on behalf of someone, we recommend entering the owners name as the shipper and receiver in order to match their travel documents.

Customs have contacted me directly. What do I do now?

If customs have contacted you directly, it is likely they require you to expand on information or clarify information that has already been supplied. If customs have requested further information, this can either be supplied to the agent who contacted you, or it can be supplied us directly to pass on to the agent, on your behalf.

We recommend you respond and supply any requested information/documentation at the earliest opportunity to avoid any unnecessary delays.

Why is my shipment still in customs?

Most of the shipments we send do not have any problems at customs.

There are a number of reasons why a shipment may be ‘on hold’ in customs longer than anticipated. These range from missing or incomplete paperwork, customs needing to contact the receiver to confirm further details, the general volume of shipments being processed through customs or a shipment may require duties and taxes to be paid, in order for it to be released.

If you believe your shipment has been in customs clearance longer than necessary, we  should be contacted. We will either be able to advise immediately why the item is still ‘on hold’, or contact the relevant customs department, to identify and assist (where possible) the reason for the delay. They will of course contact you back with an update/resolution.

What does self-clearance in Canada, New Zealand or India entail?


Shipments to Canada will need to be cleared by the consignee, who needs to be the owner of the personal effects, themselves, directly with Canadian customs. This may involve being physically present at a customs office. We would advise contacting Canadian Customs prior to shipping. This is quite a common practice


Also for New Zealand you will need to self-custom clear the shipment.

There are, at present, 14 customs offices in New Zealand (NZ) which can handle self-clearance requests. We recommend contacting NZ customs prior to shipping, to confirm any queries you may have, and to locate the nearest office in the event you wish to self-clear.



Also for India it is possible that the consignee of the shipment need to present himself with the original passport, proving outgoing and incoming customs stamps in the original passport. Make sure you are in the country when your shipment arrives.

Can I send commercial items?

We welcome our customers sending commercial shipments with us; however, it is not possible to clear these as we would ordinarily as a shipment of ‘Personal Effects’. All commercial shipments are subject to duties and taxes at the destination countries point of entry; therefore we would strongly recommend you contact the customs authority in the destination country to ensure you understand what duty or taxes may be applied and if you need import permits for these goods.

We do not accept billing for duties and taxes to be paid for at a later date, therefore any duties raised by a customs authority will need to be settled directly between the consignee and the customs authority in question.

I’m not sending personal effects, will this affect customs clearance?

We welcome the majority of non-standard personal effects shipments, however, please note that these shipments will need to be classified as a commercial shipment. In the event the shipment is classified as commercial, it is likely duties or taxes may be applied by the destination country’s customs authority. We recommend you check with the destination country’s customs authority prior to placing your order to ensure you understand what charges, if any, may be applied.

How long will customs clearance take?

On our most popular routes, such as those to the USA, Australia, New-Zealand we will submit the customs paperwork the moment your shipment departs our warehouse. This allows the shipment to be ‘pre-cleared’ whilst the item is still en-route to the destination country. This course of action is done in a bid to speed up the customs transit and reduce any possible customs delays.

Some countries do not allow us to ‘pre-clear’, and will only begin the customs clearance process once an item has physically arrived in the country or when the consignee is in the country.

Should your shipment be stopped due to missing or unreadable paperwork or because the shipment needs to be physically inspected by a customs agent, this can cause unforeseen delays. Customs authorities are governed by the local country and cannot be influenced by us or our courier partners.

What is the ‘Declared Value for Customs’?

This value is for customs purposes and should reflect an estimated resale value for the contents of your bag (not a replacement value), for example a toothbrush would have no resale value and a used shirt may be valued at a few euros.

If you send new or commercial items import duties and taxes may be due as standard.

If you are unsure of the allowance for your destination please check with the customs authority.

What Information do I need to provide to achieve duty free clearance?

The information needed for duty free clearance varies country-by-country. In some instances, simply a packing list will suffice. In other circumstances a packing list and other personal details such as passport, flight ticket, work permit or visa may be required to satisfy customs.

Do take into account that some countries do not offer duty free clearance.

It is the sender’s responsibility to ensure that you are aware of your own personal circumstances, what you are sending and the prevailing customs regulations of the destination country will affect the categorisation of your shipment and consequently whether you will be liable to pay customs duties, taxes or local charges.

If your item is stopped by a customs authority and it is assessed as not complying with duty free entry, it will be the responsibility of the recipient to complete any clearance procedure, and pay any duties, taxes or charges. In some rare cases you may be required to present a passport at a local office, or if a customs authority has removed the item from your shipment you may also be required to pay the authority an additional delivery fee or to collect/destroy the item.