Customs: which documents I need, who pays the taxes, and what if customs holds my parcel

Customs applies when either end of the route is outside the EU customs area. That includes the United Kingdom, Switzerland, Norway, Iceland, Andorra, San Marino, Gibraltar and the Channel Islands. The booking then adds a customs declaration step.

The declaration at booking

• Each item with a description, quantity, tariff code and value. The tariff code is checked as you type; a wrong code is a common cause of a hold.
• The shipper's and consignee's details, with tax numbers where the destination requires them. Businesses shipping to or from the UK need an EORI number; set it in Profile. A business receiver needs its own.
• Declare the real value, for gifts and used goods too; a used item is declared at its current value. A declared value of €0 blocks any claim, and an undervalued parcel is held and can be fined.
• The courier produces the customs declaration from your data. It sits with the label under Documents; print it and send it with the parcel, one copy inside the box and one in a pouch on the outside.

Who pays the import taxes and duties: you choose at booking.

• DDP, you pay: the checkout adds the import tax, calculated from the declared value at the destination VAT rate, plus a Customs Fee and a DDP Administration Fee per order. The recipient pays nothing on delivery.
• DDU, the recipient pays: the courier bills the recipient the taxes, duties and its clearance fee before delivery. On routes where it applies, a business shipper choosing DDU enters its IOSS number.
• On some routes only one option is offered.
• Duties or taxes charged to Ecoparcel by an authority are recharged to you (Terms and Conditions, section 14).

Two documents customs can still ask for

• A commercial invoice, when the shipment is a sale, VAT exempt for export. From Portugal: exempt under Article 14 of the VAT Code, with the statement "VAT exempt under Article 14 of the VAT Code" on the invoice.
• A pro forma invoice, when it is not a sale: personal belongings, samples, replacement items, gifts. State the reason for the shipment.
• Either document lists sender and recipient with tax numbers, each item with a detailed description, country of manufacture, quantity, weight, unit and total value with currency, and the reason for export.

If customs holds the parcel

1. Tracking shows that additional documents are required, and the courier emails the shipper the instructions. Check the sender's inbox and spam folder first.
2. Send the requested document to us on the order without delay; we forward it to the courier.
3. A parcel that stays without documents is returned to the shipper, and no refund is provided when a parcel is returned or rejected for insufficient customs details; see my parcel is being returned to sender. Prohibited items found at customs are disposed of; see prohibited and restricted items.

Time and refunds: clearance is not included in the estimated delivery date and adds days, more when documents are missing. Customs delays, returns and rejections caused by the declaration or the documents are not refunded (Terms and Conditions, sections 11.6 and 14.4).