If you’re in the EU, your order needs to go through customs if the seller is shipping from: 

• Outside of the EU.
• Or an EU territory with special tax rules, e.g. Channel Islands, Canary Islands, Vatican City State.

Find out more about rules and procedures for EU buyers.

Customs authorities in the EU will usually need to see a commercial invoice, because in most cases, the customs fee will be a percentage of the transaction value. 

The seller will need to prepare the commercial invoice for customs authorities. The commercial invoice is not necessarily the same as a VAT invoice and the info needed in the commercial invoice differs per country. But it should always include:

• Name of the seller and the buyer.
• Description/size/weight of the object(s).
• Number of objects, if more than one.
• Shipping method.
• The value of the order.

If needed for customs, you can ask the seller directly for an invoice. You can also find out more about where to find your receipts.

In some cases, customs authorities might also ask for your ID number. For example if you live in the Canary Islands or Switzerland.

What to do about shipping delays

Orders that go through customs tend to take longer. If it’s 5 days after the estimated delivery date shown on the order page and your order hasn’t been delivered, we’ll send you an email or notification. 

At this point, it’s important to let us know the order hasn’t been delivered so we can pause the payment to the seller and investigate.