Never get a surprise customs bill again.
£50 free insurance on every order
Collection or drop-off at a local shop anytime
Track your parcel from door-to-door
Send bulky or heavy items weighing up to 1,000kg
There is lots to consider when sending a parcel outside the European Union. For example, you will need to produce paperwork for customs clearance, declare the value of each item and explain why you're sending it. Customs will then review your declaration and may apply customs import duty and tax charges. These charges are usually paid by the receiver.
If you're shipping gifts or sending personal effects then they may be exempt from customs import charges. This will depend on the value of the items, and the regulations for that particular country.
The following information will explain everything you need to know about customs and what to consider when sending a worldwide parcel delivery.
Service Rating:4.6 out of 5 based on 14724 user ratings
They collected very soon after I placed the order and they delivered in record time, days before the predicted delivery date. I was very surprised and very happy!
Excellent service. Delivery date was achieved from the UK to Kenya (4 days). Everything was very simple, from placing the order to printing labels and tracking the item right through to destination. I had a query and it was dealt with very quickly. Very happy and wouldn't hesitate to recommend or use again.
Great service no problem on time and good price :) I sell quite a bit on eBay and every other service I have used the parcel goes missing or they leave it outside. Can't fault this service one bit will carry in using
Very good - pick up as arranged and parcel arrived when they said it would in Australia
Great service, had a slight problem with collection but they very quickly verified & solved the issue. Many thanks
We sent a parcel to Sweden from the UK on Monday...it was delivered on Wednesday. Can't ask for a better service than that.
Very convenient and efficient service. I was able to drop off the parcel at a shop just around the corner from my house. Very detailed tracking of the parcel all the way from source to destination.
Collected from my door in half an hour. Quoted a week delivery to spain but did it in just over 3 days.
Booked quite late in the evening, collected as promised the next day, in USA the following morning. Great price and amazing service!
First time posting parcel to Germany using PacelHero.Wonderful, prompt service, parcel arriving in 3 days.Will be using this service again.Have already recommended to a friend.
ParcelHero helps you produce all the customs forms you will need when shipping outside the EU, and unlike a freight forwarder, all our courier services include customs clearance.
Customs will decide if any duties and tax charges should be applied, and if so the customs fees will need to be paid by the receiver, along with any admin charges applied by the courier before delivery can be made. Obtaining payment can sometimes delay the delivery process.
Here's a quick summary of what happens when you ship outside the EU:
Customs regulations cannot be avoided and all international courier services have to comply. Customs work for the government of the country you're shipping to, they have two main purposes:
Each country has different import restrictions and charges, and it's your responsibility as the shipper to research this prior to sending your parcel. For example some South American countries do not allow second hand clothes to be imported, even if they are personal effects. If you want to check that your goods are ok to send, you can either contact customs in the country you are shipping to, or get in touch with our customer service team, who will be happy to advise you.
Customs will determine the import charges to be applied to your international parcel based on the information provided on your customs paperwork - the declared value, the reason for export and the goods description.
Whilst each country has its own regulations, most countries will have a set duty threshold for low value items. Often low value items such as gifts, samples and personal effects will attract a lower amount of duty or may be exempt from any charges. If you want to know the threshold for gifts, samples or personal effects, or you require any further help, please contact us.
Often people declare a lower value on the customs invoice to reduce the customs tax and duty. This is only recommended if you can genuinely justify the lower value if it is questioned by customs.
For example, you may want to send a laptop that originally cost you £1000 but now has a value, to you, of only £200. You can declare it as having a value of £200, and incur a lower customs clearance charge. However, if customs suspect you have undervalued it, you will be asked to justify the stated value. Your shipment will not be delivered until customs are fully satisfied that the declaration you have made is genuine. Declaring a lower value may also affect your claim value in the event of a loss or damage in transit.
ParcelHero has no control over any of the charges applied to your goods by customs, and once your parcel has arrived at the customs facility in the destination country, the only way to have the parcel delivered is to pay any clearance charges.
If your goods are dutiable (for example if you're selling them) then Customs will decide which charges to apply based on the products you're sending and the value you have declared.
Every product has a commodity code (also known as a Customs Tariff code or harmonization code). Each commodity code has a set level of duty and tax that varies from country to country, and if you don't state the correct code then the custom clearing agent in the receiver country will need to literally guess it based upon the description you have provided. If you're sending a low value item, it's not so much of a concern, but if your shipment has a high value then it could result in your receiver incurring significantly higher import duty rates. To check the correct commodity code for the goods your shipping, click here.
Once you know the commodity codes for your products, you can then contact the customs authority in the destination country to establish how much customs duty and tax will be applied to your shipment.
When sending a parcel outside the EU, the only time you don't need to make a customs declaration, is when sending documents. It's important that you understand that the information you provide on the customs invoice is legally binding.
Here's what happens:
When you book a delivery that going to outside the EU, ParcelHero will prompt you for the following information:
ParcelHero will then create your customs invoice when you complete your online booking and print your shipping labels.
We recommend you print out five copies of the customs invoice – two copies need to be attached to your parcel, the remaining three should be given to the courier collecting your shipment. Don't worry, you will be prompted with the exact instructions at the time of booking.
ParcelHero understands you may not want your recipient to pay the customs charges. For example, you may be sending a gift. ParcelHero offers an option for you to pay these charges in advance.
If you would like to pay the customs charges in advance, please contact our customer service team as soon as you have completed your booking as it must be arranged before your parcel is collected.
There are additional charges for this service:
Once this is done, we will issue a new shipping label and customs invoice. When your parcel arrives at customs, ParcelHero will pay any duty and tax on your behalf and refund the difference on your deposit.
You can track your parcel's progress on our website all the way from collection to delivery with real time updates on its location and status.
If your shipment is delayed in customs, the tracking status will automatically change to ‘Exception' and you will be able to see that your shipment is awaiting customs clearance, as well as the reason for the clearance delay.
You can contact us to for more information about the clearance delay. However most clearance delays usually occur when the receiver is delaying their payment of the customs charges. The best way to speed things up is to contact them and ask them to pay the charges as soon as possible. Once payment has been received by customs, the shipment can be released for delivery.
Most (but not all) countries have exemptions for gifts, personal effects and business samples, up to a certain value. Contact us to confirm the exemption level for the country you're shipping to.
The lower the value of your shipment, the lower the customs charges. However if you provide an inaccurate valuation on your customs invoice, your shipment may be questioned by customs. This would delay your delivery and may result in increased charges.
If customs have charged the incorrect amount of duty and tax, it's normally because the sender did not declare a tariff code on the customs invoice, so customs had to decide themselves what category your goods fall under. You or the receiver can dispute the charges applied by customs prior to delivery. To do this you will need to research the customs tariff codes for each product you're shipping, then demonstrate to customs that the goods have been cleared under the incorrect tariff code.
We cannot deliver goods until customs charges are paid. ParcelHero can bill the charges back to you, or we can request that your parcel is returned. If customs agree to release the goods back to you, you will need to pay the return shipping cost.
Our money back guarantee scheme does not cover delays outside of our control. As customs clearance is a government controlled activity, we are unable to control any related delivery delays.
These are the main reasons for a customs delay: