TL;DR: sometimes a parcel is held by customs for checks, which can add days and needs a quick response from you. Keep the invoice and tracking details to hand, answer any request for information promptly, and contact the carrier first, because they handle the clearance. The customer pays import duty and tax. We explain what to expect in writing before you order. Pieces start from £600.
Why a parcel is held
Customs authorities check goods entering a country. A parcel may be held because documents need checking, duty or tax is unpaid, or the item needs inspection. A ring is valuable, so some countries look more closely at jewellery.
What to do first
- Check the tracking page for the status and any message.
- Look for an email or text from the carrier asking for payment or information.
- Contact the carrier, who deals with the clearance.
- Tell us, so we can help with documents.
See what held at customs means on ring tracking.
Documents you may need
- The invoice showing the price paid for the ring.
- The tracking number.
- Identification, or a tax number where your country requires one.
- Proof of payment for duty and tax.
Our guide to reading your invoice and certificate explains the invoice.
Who to call
The carrier is usually the first point of contact. For questions about the rules, the relevant customs authority in your country has the final say. We are jewellers and cannot speak for customs.
How long can it take
It varies. Many parcels clear quickly, and some take longer. If you have a proposal date, build in time. Our guide to ordering before a proposal may help.
Common reasons and quick fixes
- Payment due: duty or tax has been calculated and needs paying, usually through the carrier's own website.
- Missing information: customs needs a phone number, an email address or a tax number, which you can supply to the carrier.
- Value check: customs wants to confirm the value, so the invoice is usually enough.
- Inspection: the parcel is opened and checked, which simply takes a little time.
Keeping calm
A held parcel can feel alarming, especially for a ring. In most cases it is a matter of paperwork or payment, and the parcel is waiting securely. Tracking shows where it is, and delivery is insured. Answer requests promptly, keep a record of who you spoke to and when, and tell us what is happening so we can help in the ways we can.
What not to do
- Do not ask anyone to understate the value.
- Do not ignore requests for information.
- Do not assume the ring is lost.
- Do not pay anyone who contacts you out of the blue claiming to be customs. Check the request against the carrier's tracking page first.
See why the true value goes on a customs form.
Avoiding delays next time
Make sure the delivery address is complete and that the name on the parcel matches the identification you would show. Check whether your country needs a tax number, and have it ready. Our guide to ten questions international customers ask explains more.
Working with us
We send the ring by insured, tracked FedEx. We work by video consultation and message, and make nothing until you approve the design in writing. Standard making time is 5 to 6 weeks, varying with your location and how busy we are.
Frequently asked questions
Is my ring lost if it is held?
No. It is usually waiting for checks or payment.
Who pays the duty?
The customer.
Can you speak to customs for me?
We help with documents. The carrier and the authority handle the clearance.
How do I pay safely?
Use the carrier's own website, reached by typing its address yourself, not a link in a message.
Is it insured?
Yes, delivery is insured and tracked.