Customs

I have tracked my parcel on the PFW website and it states it is with Customs. What happens next?

Customs are processing your parcel and on completion if duties and taxes need to be paid you will receive a letter from Parcelforce Worldwide. The letter will provide details of the reason for the charges and how to pay.

Why are Customs interested in my parcel?

Border Force controls all goods entering or leaving the EU. Under law, Parcelforce Worldwide needs to make Customs aware of any parcels above the minimum value of £15 for commercial items and £36 for gifts between private individuals. (Please note that for outside of EU postings, the minimum value does not include postage costs).

Also, Customs can choose to view any parcels including those containing prohibited or suspicious items.

My parcel has been opened by Customs, why has this happened?

Customs are legally entitled to open parcels where information on the Customs declaration is not clear or if the customs declaration is missing and they need to make an assessment.

Why has my parcel had Customs charges added to it?

Customs have inspected your goods and under the current laws if the items (not including postage for outside of EU postings) are above the value of £15 for businesses and £36 for gifts, duties and taxes need to be paid.

I have purchased goods before through the post and have never been charged Customs charges, why do I have to pay now?

You have been fortunate if that has been the case. If the Border Force inspect any items they will charge as per their rules.

How do I pay the customs charges?

We will send you a letter to inform you of the Custom charges. The easiest and quickest way is to pay online.

Why do I have to pay a handling fee to Parcelforce Worldwide for my parcel that has Customs Charges?

If we receive a parcel from overseas we will pay any Customs duties and taxes on your behalf to the Border Force. However these will need to be paid to us and also our Customs clearance fee which helps cover the cost of additional handling, administration, money collection and clearance of parcels.

I have contacted HM Revenue & Customs and they have reduced the Customs Charges I have to pay, can I have a refund of the Parcelforce Worldwide handling fee?

No, you will still need to pay the handling fee.

I have contacted HM Revenue & Customs and they have refunded the full Customs charge, can I have a refund of the Parcelforce Worldwide handling fee?

Any queries about the clearance fee must be directed to our Clearance Fee Enquiry Team in writing at:

PO BOX 486
Wakefield
WF1 9AG

Royal Mail Group will only refund the clearance fee if HMRC refund the full charge on your parcel and this is the only channel to have any monies refunded where appropriate. In order to obtain a refund of the clearance fee you will need to send a copy of the reassessment letter from Customs to the Clearance Fee Enquiry Team.

I have paid the Customs charge, when will I receive my parcel?

When we receive the payment, we will normally deliver your parcel the next working day. You can choose to have your parcel delivered on a Saturday for an additional fee of £12.00. Please visit the pay customs charges to arrange this.

What if I decide I do not want the parcel?

We will hold your parcel for 20 days after which your parcel will be returned to the sender.

What documents do I need to complete when importing goods?

The sender needs to complete a CN23 document, which can be found at all Post Offices worldwide.

What documents do I need to complete when exporting goods?

Please visit the Worldwide Directory for each country’s requirements.

I am exporting a parcel, what do I need to do?

Missing information on customs declarations may lead to delays in customs clearance and in extreme cases the parcel may even be returned to the sender. Please ensure overseas friends and family are aware of the importance of completing the customs declarations fully and accurately before posting items to the UK.

Please visit the documentation and packaging page for further information.

What are your prohibitions / restrictions when exporting items?

To ensure that your parcel arrives securely and on time, please visit:

1. The Worldwide Directory for each country’s requirements.

2. Our prohibitions page.

3. Check with the Customs authority for the country that you are sending to.

How can I arrange redelivery for a Saturday?

Please visit our receiving a parcel page to do this. There is a £12 charge for this service. Once you request this, your local depot will contact you to arrange payment before your item is delivered.