15 Dec Help, my shipment has been stuck in customs for a while now
Since we always ship with complete shipping documents, electronic shipment declaration, correct value of goods and customs tariff numbers etc., there are no delays from our side in the processing by the customs office of your country.
Nevertheless, due to various reasons (staff shortages or failures, peaks in shipment volumes, system problems, etc.), there may sometimes be longer processing times in your country’s customs clearance process. Unfortunately, we have no possibility to influence this in any way or to speed up the processes of the authorities in your country.
We ship with Swiss Post, which in turn has your package transported, cleared and delivered by its partners in your country (e.g. DHL in Germany, Parcelforce in the UK, La Poste in France, USPS in USA etc.). We ourselves are not in direct contact with the postal service provider or the authorities in your country, so it is not possible for us to get details about the reasons for possible longer processing times in your country.
We ourselves can only see what you see with your tracking number. Also we do not get any further information about reasons of slow processing times when asking your postal service provider or the authorities in your country. Your chances are higher if you, as the recipient, contact the postal service provider in your country yourself.
The only thing we can do is to raise an official “inquiry request” in written form to the Swiss Post Office if after more than about one month of standstill it could be suspected that your shipment has been lost (which has never happened in Europe). This procedure is very time-consuming, however, because the Swiss Post must first forward such inquiries to the postal service provider in your country, who in turn must initiate the inquiry process.
Although delays are annoying, you can be sure that you will get your swing in any case, because we only ship registered and with insured value (against loss and also against damage).
