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25 November 2025If you’re new to selling in Europe, nothing derails your day quite like opening your tracking page and spotting the message “Held at customs.” It usually shows up out of nowhere, and suddenly you’re wondering whether your products will ever reach your customers — or if something went terribly wrong.
And if you import from China, the worry is even bigger. EU customs can be strict, and the rules aren’t always obvious when you’re just starting out.
Here’s the reassuring part: in most cases, a shipment stuck at EU customs isn’t a crisis. Customs officers just need something — a missing document, a clarification, a correction — before they can release your goods. Once you know what they look for and what steps to take, you can usually fix the issue pretty quickly.
In this guide, we’ll break down why shipments get stuck and what you should do, step by step, the moment you see that dreaded status.
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Why shipments get stuck at EU customs
Before we get into the step-by-step actions you can take, it helps to understand why EU customs stops shipments in the first place. The reasons are usually not mysterious — in fact, most delays come down to a handful of recurring issues, especially with goods coming from China.
Think of this section as a quick diagnostic guide. If your shipment gets stuck, it will almost always fall into one of the scenarios below. For each one, we’ll break down what the problem means, how to recognize it, and what you should do to fix it.
1. Missing or incomplete documents
When a shipment gets stuck at EU customs, missing documents are by far the most common reason. And honestly — it doesn’t take much. One unclear product description, a half-filled invoice, or even a missing signature can be enough for customs to pause everything and wait for more information.
Customs officers can’t guess what’s inside your shipment. They make decisions only based on what’s written in your paperwork. So if anything looks vague, inconsistent, or incomplete, they hold the shipment until the details are cleared up.
How to check if this is the issue
The easiest way to tell is to look at the clues your carrier gives you. You’ll often see tracking updates like:
“Missing documentation”
“Awaiting invoice”
“Additional information required”
“Customs hold”
Some carriers are very direct — they’ll tell you exactly what’s missing. Others keep it vague, and you’ll need to reach out to their customs team. If you get an email asking for an invoice, packing list, proof of payment, or certificates, that’s a clear sign the shipment is stuck because customs doesn’t have enough information to move forward.
And if you’re unsure? Just ask the carrier: “Can you confirm which documents customs still needs?”
They deal with this all day long and can usually point you to the exact problem.
What to do
Get a clear list of what’s missing
Don’t guess or try sending random documents. Ask the carrier for a specific list. Sometimes it’s one file; sometimes it’s several. Knowing exactly what they want saves days of back-and-forth.Contact your supplier right away
Especially with suppliers in China, invoices can sometimes be too generic or incomplete. Ask them for:a proper commercial invoice,
a packing list,
product details (materials, model numbers, SKU list),
compliance documents if the product needs them.
Check the invoice carefully
Before sending anything to customs, make sure the invoice includes:full seller and buyer details,
clear product descriptions (no “gift”, “sample”, or “accessory”),
quantities and unit prices,
total value and currency,
Incoterms like FOB/EXW/DAP,
country of origin,
invoice number and date.
A surprisingly large number of delays happen because an invoice is missing one or two of these fields.
Prepare proof of payment
Customs sometimes wants to verify the value, especially with goods coming from Asia. Screenshots from PayPal, Alibaba, or your bank transfer work perfectly.Send clean, readable documents
Customs officers won’t accept a blurry photo or half-visible screenshot. The clearer the file, the faster customs can review it - PDFs or high-quality scans will help you speed up the clearance process.If your goods need certificates, include them
Shipments including electronics, toys, cookware, cosmetics, supplements also often require CE declarations or test reports to confirm the products are meeting the EU safety requirements. Without them, customs has to hold the shipment.
How to avoid this next time
Send suppliers a checklist before production or shipping. Tell them exactly what papers you need for EU customs.
Ask for all documents before the shipment leaves the factory. This gives you time to correct anything that’s missing.
Avoid vague product descriptions at all costs. The EU hates labels like “gift”, “sample”, or “parts”.
Keep all your documents organised so that you can send whatever customs requests within minutes, not hours.
If you plan to import regularly, consider using a customs broker who can review your documents before the shipment even leaves the exporting country.
2. Incorrect declared value
This is another extremely common reason shipments get held at EU customs — especially for goods coming from China. Sometimes the supplier under-declares the value to “help” you pay less duty or VAT. Sometimes the value on the invoice simply doesn’t match what you actually paid. And sometimes customs just can’t tell whether the declared value makes sense for the type of product.
When customs sees a value that looks suspiciously low (or sometimes even too high), they stop the shipment until the numbers are verified. And that, unfortunately, means the shipment has to wait for a manual review.
How to check if this is the issue
There are a few signs that point straight to a value problem:
Your tracking page says something like “Value verification”, “Amount discrepancy”, or “Awaiting proof of payment”.
The carrier contacts you asking for a proof of purchase, bank transfer screenshot, PayPal record, or order confirmation.
You receive a request to send a corrected invoice or to provide evidence of the “true value”.
If customs specifically asks for payment proof, that’s almost always because they think the value declared by the supplier might be too low.
What to do
Send proof of payment
This is usually the quickest fix. Customs just wants to see what you actually paid. The clearest documents are:PayPal or Stripe confirmation
Alibaba/AliExpress order page
Bank transfer screenshot
Screenshot from your accounting system (if applicable)
Make sure the screenshot shows: product, price, seller, and date.
Check the supplier’s invoice
Compare the declared value to what you paid. If they don’t match, customs will not accept the invoice.
In such cases, ask the supplier to prepare a corrected invoice that reflects the real amount.Send the corrected invoice to the carrier or customs
You normally submit it through the carrier’s customs portal or by replying directly to their email.If the value still looks suspicious to customs
Sometimes even a correct invoice is too low for EU standards (e.g. “20 smartwatches for $30”).
In such cases, customs may assign what’s called a “customs-assessed value”, based on market rates.
Your role is simply to provide:proof of payment,
product links,
any documentation that supports the transaction.
After review, customs will adjust the value and release the shipment.
Be prepared for additional VAT and duties
If the value was initially declared too low, customs will recalculate the taxes based on the corrected amount.
This is normal — and it’s better to get it resolved than to risk confiscation.
How to avoid this next time
Tell your supplier to always declare the true value — even if they suggest a lower amount “to save you money”.
Lower values might work in some regions, but in the EU they almost always lead to holds or even fines.Send suppliers the exact value you want them to put on the invoice and customs documents.
Don’t let them guess.Keep proof of payment organised.
When customs asks, responding fast speeds up the release.Avoid situations where the invoice shows only part of the order.
Customs checks total quantities and values — the documents need to match what’s actually inside the box.If you import frequently, consider working with a forwarder or customs broker who can pre-check value declarations before the shipment leaves the exporting country.
3. Incorrect or missing HS/TARIC code
Every product imported into the EU needs to be classified with the correct HS (Harmonized System) code — and in the EU specifically, the more detailed TARIC code.
This code tells customs what your product is, what duties apply, whether it requires special certificates, and whether it’s allowed into the EU at all.
When the code is missing, too generic, or simply wrong, customs doesn’t have enough information to process the shipment. So the parcel gets held until the classification is corrected.
This is especially common with goods from China, where suppliers often use random or overly broad HS codes to speed up export paperwork — not realising that EU customs is much stricter about accuracy.
How to check if this is the issue
There are a few telltale signs:
Tracking updates mentioning “classification issue”, “incorrect HS code”, or “awaiting tariff information”.
The carrier asks you for a more detailed product description or an HS/TARIC code.
The commercial invoice shows a code that looks too broad (e.g. 8517.00 instead of a full TARIC code).
You’re asked for documents that typically relate to regulated goods (e.g. CE certificates), even though you believe the product is unregulated — a sign customs needs the correct classification to verify.
Another hint:
If your invoice lists an HS code that doesn’t match your product at all (e.g. “plastic toys” for battery-powered electronics), customs will immediately hold it.
What to do
Provide a clear, detailed product description
The person reviewing your file is not a product expert. Describe the product in plain language:what it is,
what it’s made of,
what it’s used for,
whether it has electronics or batteries,
whether it comes into contact with food or skin.
The clearer you are, the faster customs can re-classify the item.
Verify the HS/TARIC code yourself
You can look it up using:the EU TARIC database (free and public),
your carrier’s classification tool (some offer this),
previously imported products (if similar).
Make sure the code aligns with the product’s materials and purpose.
Send the correct code to the carrier or customs team
They will update the declaration on your behalf so customs can continue with the inspection.If the product is regulated, provide any required certifications
Some TARIC codes trigger automatic checks for CE declarations or test reports.
If customs requests them, your shipment will not move until they receive those documents.Ask your supplier for a corrected invoice if the HS code on the invoice was wrong
The invoice doesn’t always need a code printed on it — but if one is included and it’s incorrect, it’s better to update it for consistency.
How to avoid this next time
Never rely solely on the supplier’s HS code.
Suppliers often use codes that work for exporting from China but don’t match EU regulations.Use the EU TARIC database to double-check the code before the shipment leaves the factory.
Add a product specification sheet with ingredients, materials, and purpose — this helps get the classification right from the start.
For electronics, toys, cosmetics, kitchenware, and anything battery-powered, assume stricter checks.
These categories almost always require accurate codes and may trigger compliance verifications.Consider working with a customs broker for your first few imports — they can confirm the correct TARIC code and prevent delays.
4. Missing or incorrect EORI number or recipient details
Every business importing goods into the EU needs an EORI number (Economic Operators Registration and Identification). It’s basically your “customs ID” — without it, customs can’t link the shipment to you, calculate duties under your business details, or release the goods into free circulation.
If the EORI is missing, incorrect, or doesn’t match the company importing the shipment, customs has no choice but to hold the parcel until the information is corrected. This is one of the most common issues for new e-commerce sellers, simply because they forget to register or assume the supplier will “handle it”.
How to check if this is the issue
There are a few clear signs:
Your tracking page says something like “Awaiting importer details”, “Missing EORI”, or “Importer information required”.
The carrier asks for your EORI number, VAT number, company name, or address confirmation.
You get a message saying your details don’t match the ones on the arrival documents.
You recently opened your store and haven’t registered for EORI yet — a very common scenario.
If you’re based outside the EU (e.g. UK, US), you may also need an EU-responsible entity or a broker to act on your behalf. The carrier will usually flag this.
What to do
If you already have an EORI, send it to the carrier immediately
Make sure the number is written exactly as issued — no typos, no extra digits.
Also check:company name,
registered address,
VAT number (if you have one).
All these details need to match.
If you don’t have an EORI yet: apply for one right away
The application is free and done through the customs website of the EU country where your company is registered.
The process usually takes between a few hours and a few days.Confirm that the name on the shipment matches your company name
Customs is strict about this.
If your supplier put:your personal name instead of your company,
a former address,
or a name with spelling errors,
the shipment may be held until the carrier updates the declaration.
Provide proof of company registration if asked
Sometimes customs wants confirmation that the business actually exists.
A standard registration certificate is usually enough.If you’re an importer outside the EU
For example: UK seller shipping to EU customers.
In that case, customs may require:an EU-based intermediary,
an IOSS number (for low-value ecommerce shipments),
or a customs broker to represent you.
The carrier will tell you which option applies.
How to avoid this next time
Get your EORI number before importing anything — even samples.
It only takes a few minutes but prevents days of delays.Double-check that the supplier puts the correct company name and address on all documents.
Save your EORI in the carrier’s system (DHL, UPS, FedEx, etc.) so it autofills in future declarations.
If you ship from outside the EU, clarify who acts as the importer of record to avoid compliance issues.
Tell your supplier not to ship under a personal name unless you’re importing as a private individual.
5. Products requiring additional certificates or compliance documents
Some products can enter the EU with just a standard commercial invoice and packing list. But many others (especially items imported from China) require extra certificates, test reports, or compliance documentation to prove they meet EU safety and quality standards. If your shipment contains anything that falls under a “regulated” product category and the necessary documents aren't provided, customs will automatically hold the parcel until everything checks out. They can’t release goods that might be unsafe, mislabelled, or non-compliant.
This often surprises new e-commerce sellers because the rules vary widely depending on the product type.
How to check if this is the issue
Here are the most common signs:
Your carrier asks for a CE Declaration of Conformity, test reports, MSDS/SDS, or product certificates.
You receive a request for detailed product specs, materials, or photos — custom officers sometimes use these to verify if a certificate is required.
Your tracking shows messages like “Compliance documentation required”.
The goods fall into a known “high-risk” category, such as:
electronics (especially with batteries),
children’s toys,
cosmetics or skincare products,
food-contact materials (e.g. kitchenware),
supplements,
lighting products,
PPE (e.g. gloves, masks),
anything with chemicals.
Even if the shipment is small, compliance obligations still apply.
What to do
Ask the carrier exactly which documents are missing
They usually know what customs is requesting — whether it’s a CE Declaration, a test report, or a safety sheet.
Get a clear list so you know what to retrieve.Get the required documents from your supplier
This can sometimes be the hardest part.
Ask your supplier for:CE Declaration of Conformity (DoC) — required for many categories like electronics, toys, and wearables.
Test reports from accredited labs (EN/IEC standards).
Material Safety Data Sheets (MSDS/SDS) — for any product containing chemicals, fragrances, inks, adhesives, etc.
Product specification sheets listing materials, components, or battery types.
If your supplier struggles to provide genuine certificates, treat that as a red flag — the goods may not meet EU standards.
Send the documents to the carrier in clear PDF format
Customs officers must be able to read and verify the details.
If they’re satisfied with the documentation, the shipment can usually be released within days.If you don’t have the required certificates
Customs may:hold the shipment until proper documents are produced,
send the goods back to the sender, or
in more serious cases, seize the merchandise.
In this situation, contact your supplier immediately and insist on proper compliance documentation.
Provide extra information if requested
Sometimes customs asks for photos of the product, labels, packaging, or user manuals to verify conformity.
This is normal — send whatever they need.
How to avoid this next time
Know whether your product is regulated before placing an order.
Electronics, toys, kitchenware, and cosmetics almost always require documentation in the EU.Ask your supplier for compliance certificates before you buy.
Not after the goods are already in transit.Check if the CE documents look legitimate.
Basic sanity check: consistent format, correct product name, model numbers that match, the manufacturer’s full name and address.Request test reports from recognized labs (TÜV, SGS, Intertek, etc.) — not vague PDF files that look copy-pasted.
Avoid “super cheap” suppliers offering branded electronics or toys — these almost never come with valid EU compliance documentation.
Work with a broker or freight forwarder if you're not sure whether your product has specific regulatory requirements.
6. Random security checks or physical inspections
Even if your documents are perfect and your product is fully compliant, EU customs can still stop your shipment — simply because they’ve selected it for a random security check or a physical inspection. This can feel frustrating, especially the first time it happens because it seems like you did everything right.
But the reality is: Random checks are a normal part of EU border control.
They’re not aimed at you personally, and they don’t mean there’s something wrong with your shipment. These inspections help customs verify safety, prevent illegal imports, and spot potential risks. And sometimes, a product category is flagged more often just because it’s commonly counterfeited or undervalued (e.g. electronics, luxury accessories, branded goods).
How to check if this is the issue
Look for signs like:
Tracking updates saying “Under inspection”, “In customs control”, “Physical check”, or “Security examination”.
Your carrier confirms the shipment was selected for a routine inspection and no additional documents are required.
You’re not asked for invoices, certificates, or EORI corrections — it’s simply waiting for customs to finish their procedures.
If the carrier tells you “there’s nothing you need to provide right now”, that’s usually a strong indicator it’s a random check.
What to do
Be patient — there’s no paperwork you can submit to speed this up
Unlike other customs delays, random inspections follow their own internal workflow.
Depending on the customs office and workload, it may take anywhere from a few days to a couple of weeks.Stay in contact with the carrier
They usually get updates from customs first.
Ask them:whether the inspection has started,
whether customs is asking for additional information,
how long similar checks typically take at that location.
If the goods are opened for inspection
Customs may reseal them with official tape or labels. This is normal.
If anything arrives damaged (rare, but possible), file a claim with the carrier immediately.If customs finds a problem during inspection
They may reach out asking for:more documents,
product details,
clarification about the value or materials.
At this point, follow the same steps as in the previous sections.
If the inspection is purely random
Once the check is complete, the shipment is released without any further action from you.
How to avoid this next time
Short answer: you can’t avoid random checks completely. But you can reduce the chances of being flagged for additional scrutiny:
Use clear, accurate product descriptions and packaging — vague or suspicious descriptions cause extra checks.
Avoid under-declaring value — low-value declarations almost always trigger attention.
Work with carriers known for stronger pre-clearance processes (DHL, UPS, FedEx). They often smooth out customs interactions.
Make sure all documents are consistent — mismatched quantities, descriptions, or codes can turn a “random check” into a full review.
For high-risk product categories, expect periodic inspections and plan shipping timelines accordingly.
What to do if your shipment is stuck at EU customs (step-by-step)
Now that you know the most common reasons shipments get held, let’s go through the exact steps you should take the moment you see the “Held at customs” status. You can use this list as a "quick-response checklist" — follow it from top to bottom, and you’ll resolve most delays much faster.
Step 1: Check the tracking details carefully
Before you contact anyone, look at the latest tracking update. Carriers often include short hints in the status, such as:
“Customs requires invoice”
“Value verification”
“Awaiting importer details”
“Physical inspection in progress”
Even a vague message can help you identify the likely issue (missing documents, incorrect value, EORI mismatch, etc.). If the tracking includes a reference number or a “request ID”, keep it — you’ll need it when speaking with the carrier.
Step 2: Contact the carrier’s customs support team
Most carriers (DHL, UPS, FedEx, DPD) have a dedicated customs department. Reach out and ask one simple question:
“What exactly is customs waiting for?”
This is the fastest way to get clarity, as they can check:
whether a document is missing,
whether customs asked for a correction,
whether it’s a random inspection,
or whether the issue is on the carrier’s side.
Ask them to list every item customs needs (not just the first one) so you can send everything at once.
Step 3: Gather the required documents
Once you know what customs is asking for, collect everything immediately. The most common items:
commercial invoice (complete and corrected),
packing list,
detailed product description,
proof of payment (PayPal/Alibaba/bank transfer),
HS/TARIC code confirmation,
CE Declaration of Conformity or safety certificates (if applicable),
product photos or spec sheets.
If something is missing, contact your supplier straight away — especially if they need to re-issue the invoice or send compliance documents.
Step 4: Submit the documents to the carrier or customs portal
Carriers usually provide an upload link or ask you to reply directly by email.
When sending documents:
use clear PDF files or scans,
avoid blurry photos,
include the tracking number and any reference ID in the email subject,
send all requested files together instead of one by one.
The cleaner and more complete your submission is, the faster customs can review it.
Step 5: If needed, correct the invoice, value, or product details
If customs flagged:
a wrong value,
an incomplete invoice,
missing product details,
or an incorrect HS code,
then you’ll need to fix the issue and resend the corrected version.
This can involve:
asking your supplier to issue a new invoice,
providing screenshots that confirm the payment amount,
or clarifying materials, components, or product use.
Don’t worry — this is very common. Once corrected, customs almost always releases the shipment.
Step 6: Stay in contact with the carrier and monitor updates
Even after sending documents, your shipment may need a few days for review. Keep an eye on:
updated tracking statuses,
emails from the carrier’s customs team,
new requests for clarification.
If something seems stuck for too long (e.g. no update for 4–6 days), call the carrier again and ask whether customs is waiting for anything else.
Step 7: Once released, check the final customs charges
When the shipment clears customs, the carrier will usually calculate:
import duty,
VAT,
and any brokerage fees.
Make sure the amounts look correct based on:
the value you declared,
the type of product,
and the TARIC code used.
Keep all documents for your accounting records — EU customs may request them in future audits.
Step 8: If the shipment is refused or seized (rare)
This mostly happens when:
a product fails compliance checks,
the declared value is clearly fraudulent,
or certificates are missing for regulated goods.
If that happens:
contact your supplier immediately,
ask the carrier whether the goods can be returned,
and clarify what documents are needed to resolve the issue.
For most e-commerce products, outright seizure is very rare — but it’s important to know what to do to then, just in case.
How we at FlexLogistics can help you avoid custom troubles
If all of this still feels a bit overwhelming — we get it. Customs rules in the EU can feel like a maze, especially when you’re importing from China and every shipment seems to come with a new surprise. So how about we lend you a helping hand?
At FlexLogistics, we can take the customs clearance part off your plate so you don’t have to spend hours figuring out what went wrong or which document customs is missing this time.
Here’s what it looks like in practice:
Our team will check your documents and fix the issues before anything ships out, so small issues don’t turn into big delays later.
We'll talk to the carrier and customs staff on your behalf, so you won't have to worry about sending and receiving more back-and-forth emails or confusing status updates.
If your goods fall into one of those tricky categories (electronics, toys, cosmetics, kitchenware), we'll also make sure the right certificates are in place long before customs asks for them.
Our whole goal is simple:
We help you get your products through EU customs without the stress, so you can focus on selling — not refreshing tracking pages or trying to decode what “awaiting additional documents” even means.
If you want support with your next shipment, we’re here and ready to help - just reach out to us and tell us what you need.
Wrapping up
Getting a shipment stuck at EU customs can feel stressful the first time it happens — but once you understand why delays occur and what steps to take, it becomes much more manageable. Most issues come down to missing documents, unclear product details, or quick corrections that customs needs before they can release your goods.
The key is not to panic, get clear information from your carrier, and respond with complete, accurate documents. And with every shipment you handle, the process gets easier and more predictable.
You’ve got this — and if you ever need help navigating the process, we’re here to make it smoother.
