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

1. Shipping within and outside the EU

• Within the European Union: For normal movement of goods between EU member states, standard import customs clearance is generally not required.
• Outside the European Union: The shipment may be subject to customs clearance. The shipping provider or customs authority may request additional information or documents from the recipient.

2. What you should do now

1. Check the request closely: Determine which document or information is specifically requested.
2. Keep the message: Save the shipping provider's email or take a screenshot. Our customer service may then ask you for it by email.
3. Check the deadline: Customs inquiries may have short response deadlines. Therefore, respond as promptly as possible.
4. Check your email inbox: Check whether the required shipping or order documents have already been sent by email.

3. Commonly requested documents

• Commercial invoice: contains, among other things, details about the goods and their value.
• Tax number / VAT ID: may be required for import depending on the destination country.
• EORI number: can be relevant especially for companies in customs procedures.
• Proof of value: evidence of the value or payment of the order.

4. Required information for an inquiry

• Order number
• Shipment number / Tracking ID
• Shipping provider
• Delivery country
• Which document was specifically requested
• Tax number / VAT ID, if relevant
• Shipping provider's response deadline
• Please have a screenshot or PDF of the request ready