TL;DR: when tracking says your ring is held at customs, it usually means the parcel is waiting for a check, for paperwork or for a payment before it can be released. It is common with international deliveries and often resolved quickly if you respond to the courier promptly. The customer pays import duty and tax, which differ by country. Delivery is insured and tracked with FedEx. Pieces start from £600.
What the status means
Held at customs is a general status. It can mean the parcel is in a queue, that an officer wants to inspect it, that information is missing, or that duty and tax must be paid before release. It does not by itself mean something has gone wrong. Most parcels pass through without difficulty, but the status can alarm you when you are waiting for something that matters.
What to do
- Check your email and phone for messages from the courier.
- Reply promptly with any information asked for.
- Pay any duty or tax requested through the courier's official channel.
- Keep your invoice and design approval to hand.
- Tell us if the status does not change for several days.
A typical sequence
- The ring is dispatched and tracking shows it leaving the UK.
- It arrives in your country and is placed in line for customs.
- Tracking changes to held at customs while the paperwork is checked.
- The courier contacts you if information or payment is needed.
- Once any charges are paid and checks are done, the parcel is released.
- It is delivered, and you check it against your approved design.
The time spent at step three varies from hours to several days, depending on the country, the season and how quickly you respond.
What not to do while it is held
Try not to rebook the delivery repeatedly or open several queries at once, as that can slow things down. Do not ask anyone to alter the paperwork or the declared value, because accurate documents are what allow the parcel to be released and what an insurer relies on. Wait for a clear request from the courier, answer it once and completely, and keep a note of the date and time you did so.
Beware of scams
People sometimes receive fake messages claiming to be from a courier and demanding payment. Be careful with links in messages you did not expect. If you are unsure, go to the courier's own website or app and enter the tracking number there yourself, and contact us if you are in doubt.
Duty and tax
The customer pays import duty and tax, and the rules differ by country and change over time, so we explain what to expect before you order rather than quote figures that may go out of date. Thresholds and charges vary, and some couriers add a handling fee for processing the paperwork. Budget for these alongside the ring.
Why it can take time
Busy periods, public holidays and extra checks can all slow things. The weeks before Christmas are especially busy. Our guide to ten questions international customers ask covers the wider process.
If you are working to a date
Tell us your date at the start, allow a margin, and keep in touch if tracking shows a hold. We cannot promise a delivery date, but we will help where we can.
When the ring arrives
Check it against your approved design and take photographs. Our guide to what comes in the box explains what to expect.
Frequently asked questions
Does held at customs mean the ring is lost?
No. It usually means the parcel is waiting for a check, paperwork or payment.
How long does it take?
It varies. Respond to the courier promptly and tell us if nothing changes for several days.
Who pays duty and tax?
The customer pays, and we explain what to expect before you order.
Is the parcel insured?
Yes, delivery is insured and tracked with FedEx.