Where is my parcel?
Have you ordered something online and received a message, for example via Track & Trace, that your parcel is at Customs? This is not correct – your parcel is not at Customs. It is at the postal or courier service's warehouse.
Unfortunately, we cannot tell you when you will receive your parcel. You will have to contact the postal or courier service directly.
Your parcel's journey in 7 steps:
Placing an order
You have placed an order (online) with a business or individual outside the Netherlands. The order is given an international Track & Trace number, which allows you to see the journey your parcel makes.
Arrival of your parcel in the Netherlands
Your parcel is then delivered to the appropriate postal or courier service in the Netherlands. The postal or courier service stores your parcel in their own warehouse.
Dutch Track & Trace number
In addition to the international Track & Trace number, the postal or courier service creates its own Dutch Track & Trace number. The postal or courier service will pass this number on to you. Does this number show that your parcel has arrived at Customs in the Netherlands? Then your parcel is with the postal or courier service's customs clearance department. Your parcel is not at Customs.
Postal or courier service makes a declaration (clearance)
The postal or courier service's customs clearance department will file a declaration (aangifte) with Customs on your behalf. They will check how much VAT you have to pay and whether you also have to pay import duties (invoerrechten). If you have any questions about this, contact the postal or courier service directly. Customs cannot advise you about this.
Read more about additional (customs) fees when ordering online outside the EU.
Customs checks package contents
Is the description or content of your parcel suspicious? Then the postal or courier service will contact Customs. If Customs suspects illegal goods, Customs will check the contents of the parcel thoroughly. This is done in the postal or courier service's warehouse.
If the contents of the package are not allowed in the European Union (EU), there are several options:
A sample will be taken and sent to the Customs laboratory.
You are given the opportunity to provide documents that will allow the package to be imported.
The parcel is destroyed or sent back to the country it came from.
The parcel always remains in the postal or courier service's warehouse until the decision is made. In this way, Customs does not take delivery of any parcels directly.
Postal or courier service processes parcels
The processing of your parcel may take several weeks. During this period, the postal or courier service may contact you about payment or to ask for more information.
Did you not respond in time or fail to pay the charges? The postal or courier service will then return your parcel to the sender. You can contact the postal or courier service with any questions about the status of your parcel.
Postal or courier service completes declaration and schedules delivery
Are the description and contents of the parcel approved, unrestricted and have you paid any charges pending? Then the postal or courier service completes the declaration. The postal or courier service will then schedule a date for the delivery of your parcel.