Package stuck at Customs
DHL Express informs us that some orders are subject to the usual customs controls, preventing them from being delivered to you within the announced deadlines. Please note that this is a disruption totally beyond our control; despite this, we will do our utmost to remedy the situation.
How do I release my package with DHL?
The procedure is very simple. We kindly ask you to contact DHL Express customer service through this link, and request customs clearance from their customer service department. It will be treated by their care as soon as possible, and you will then be informed of the progress of the follow-up of your parcel.
Do I have to pay customs clearance fees?
In some cases, DHL Express may ask you to pay a customs clearance fee. We understand that this may be an unnecessary cost, which can be a significant inconvenience to you. We fully understand this, which is why we undertake to defray the cost of customs clearance.
What happens once I have paid a customs clearance fee?
Don't panic! First of all, we ask you to keep a copy of your invoice, delivered by DHL Express. Then simply send it to us using our contact form, indicating your order number. We will then proceed to an immediate and full refund of the customs clearance fees that you paid to DHL Express on the original means of payment used when you placed your order.