My package is blocked: who should I contact?

In case of blocked parcels, there is no need to contact customs. It is appropriate to take the carrier's attachment, responsible for the transport and customs formalities of the package. The latter is aware of the situation of the consignment.

The package is tracked by the carrier through the information provided in its database. The customs services are unable to inform me as to the delivery of the package. It is therefore unnecessary to ask Customs, and in particular Customs Information Service (IDS), our call center, where the package is located.

In case of delay or if the package is held by customs, my carrier will tell me the steps to follow to recover it.

In case of dispute, I must contact the carrier, responsible for the delivery of the goods to obtain the details of the services invoiced. Sometimes the carrier can take charge of customs duties and VAT at his own expense and on behalf of the recipient, when they have not been paid beforehand. Some carriers only agree to deliver the goods in exchange for the refund of the duties and taxes they would have advanced and their fees. These terms are set out in the contract with the carrier. First of all, attention must be paid to the contract concluded.

It is therefore unnecessary to ask Customs, and in particular Customs Information Service (IDS), our call center, where the package is located.

How long and why is my parcel blocked in customs?

The expression ‘blocked in customs’ or ‘blocked in customs’ does not necessarily mean that customs is in possession of the consignment. This term is a general indication that the consignment is subject to certain administrative import and/or control formalities, which may take some time. Receipt of the package may be delayed due to logistical problems.

A fine may be imposed in the event of a package being blocked in customs

• Goods subject to restrictions or prohibitions, which may be seized by customs if they do not comply with the legislation in force. Please also consult information on the role of customs in the parcel arrival circuit.
• Goods requiring specific accompanying documents, blocked until receipt of the documents requested by the carrier.
  Please also consult information on the specific cases of products of animal origin and endangered species of wild fauna and flora.
• Undeclared goods, which may be seized and subject to a fine. Also check the information on how to declare your purchases at customs.
• A missing or incorrect invoice or proof of value, which may complicate customs clearance.
• Goods for which customs duties have not been paid.
  See also information on the taxation of online purchases.

To avoid fines, consult the information on the declaration of purchases at customs and the taxation of online purchases.

Watch out for scams by SMS or email on parcel tracking

False SMS or emails about the delivery of parcels circulate regularly.

People receive a fake SMS or email allegedly sent by customs to claim payment in exchange for unlocking the package.

This is a « phishing » or « phishing » message that aims to extort your bank details, credit card codes or money via online payment sites. 

Customs will never contact you by SMS or email to request payment of duties and taxes related to a package. It is the company in charge of the transport that is responsible for the payment of any duties and taxes and that recharges them to you afterwards.

What if you are the victim of a scam? 

You can report on the PHAROS platform

• Platform for harmonization, cross-checking analysis and referral of alerts

Get online support on https://www.cybermalveillance.gouv.fr

• Assistance and prevention of digital risk at the service of the public

To get help 

• Contact the telephone platform Info Scams, composed of police and gendarmes, reachable at 0 805 805 817 from Monday to Friday from 9:00 to 18:30 (service and free calls).