Incorrect customs info

We pre-fill most of your customs info to make it as easy as possible for you to go through the customs process. However, if you spot something that’s incorrect when you’re adding customs info, you can edit it directly on the page.

If you spot incorrect account info that can’t be edited on the customs page, go to your account to edit and save this info.

Unsure how to download customs forms

First, you’ll need to go to the order page and add customs info. Once you’ve saved this info, you can download the customs forms from the order page or the confirmation email we send you.

Unsure how to print customs forms

Make sure to download the customs forms from the order page or the confirmation email. Then, open them in your preferred application and select the option to print.

Package returned to you

Your package could be returned to you for a variety of reasons, for example if you don’t include customs forms when you send it or if the buyer’s address is incorrect.

If customs authorities don’t give a reason for returning the package, we recommend you message the buyer from the order page to find out if authorities shared the reason with them. You can then rectify the situation based on what the reason is.

You’ll also need to contact us as soon as possible if the package is returned to you. Make sure to do this at the latest 7 days after it’s returned to you.

If the package was damaged during shipping or return shipping and you added smart shipping insurance, you can make an insurance claim with XCover within 60 days of shipping it.

Package held up at customs

Your package can be held up at customs for reasons within and outside of your control. For example, it could be because you’ve added incorrect customs info or because of random inspections or customs authorities experiencing high volumes.

We recommend making sure you follow our guidance on adding customs info to avoid the reasons within your control. If your package is held up at customs, make sure to message the buyer from the order page to let them know.

Package confiscated

If you follow our guidance on adding customs info carefully, your package shouldn’t be confiscated. Reasons for a package being confiscated include trying to ship illegal objects or objects that are not authentic, or adding blatantly incorrect customs info that could be deemed fraudulent.

If this happens, it’s important to message the buyer from the order page to let them know. Depending on the reason for confiscation, you can seek legal advice and try to appeal the decision.