The shipping service provider (FedEx, DHL or another) requires customs documents.

1. Shipping within and outside the EU

• Within the European Union: For normal movement of goods between EU member states, standard import customs clearance is generally not required.
• Outside the European Union: The shipment may be subject to customs clearance. The shipping provider or customs authority may request additional information or documents from the recipient.

2. What you should do now

1. Check the request carefully: Determine exactly which document or piece of information is being requested.
2. Keep the message: Save the shipping provider's email or take a screenshot. Our customer service may later ask you for it by email.
3. Check the deadline: Customs inquiries may have short response periods. Respond as promptly as possible.
4. Check your email inbox: Review whether the required shipping or order documents have already been sent by email.

3. Commonly requested documents

• Commercial invoice / Commercial Invoice: includes, among other things, details about the goods and their value.
• Tax number / VAT ID: may be required for importation depending on the destination country.
• EORI number: can be relevant for companies in customs procedures in particular.
• Proof of value: evidence of the value or payment of the order.

4. Information required for a request

• Order number
• Tracking number / Tracking ID
• Shipping provider
• Delivery country
• Which document was specifically requested
• Tax number / VAT ID, if relevant
• Response deadline from the shipping provider
• Please have a screenshot or PDF of the request ready