My package has been with customs for a while, can I speed up this process?
No, unfortunately, it is not possible to speed up this process.
Once your package is with customs, it is in a secure government environment where neither Celtic WebMerchant nor the delivery service has any influence. Customs determines the order and speed of the inspections themselves.
Why does it sometimes take so long? Clearing a package is a manual process. Customs checks whether the contents of your package match the attached invoice and whether the product complies with local legislation. Factors that can cause delays include:
- Busy periods: Around holidays or major international discount events (such as Black Friday), sorting centers are often full, increasing the waiting time.
- Random checks: Sometimes a package is selected for a more extensive inspection. This can extend the processing time by several days to a week.
- Waiting for payment: Sometimes the process is halted because the delivery service is still waiting for the payment of import duties and VAT. Therefore, always check your email and spam box for a payment link from the carrier.
What is the average waiting time?
On average, a package is with customs for two weeks. However, during busy periods, this can extend to three to four weeks.
What can you do yourself?
Although you cannot speed up the process, you can prevent it from taking unnecessarily long:
- Keep an eye on the tracking: As soon as a payment is requested, do this as quickly as possible.
- Provide the requested information: Sometimes customs asks for additional information via the delivery service, such as proof of payment or a detailed description of the product. Respond to this immediately.
- Be patient: If the status is 'In clearance', it means the process is ongoing. Only if the status remains unchanged for more than three weeks is it advisable to contact the customer service of the delivery service to inquire if any documentation is missing.
We understand that waiting is frustrating, but we kindly ask you to wait for the standard period of two weeks before taking further steps.