When returning an item from outside the European Union, your parcel must clear international customs to reach our Atelier in Spain.
Electronic Customs Clearance
By using our official Returns Center to generate your shipping label, the necessary customs information is typically transmitted electronically to the carrier. This Paperless Trade system is designed to minimise delays and documentation errors.
Why a Package Might Be Held
Despite our digital process, a parcel may occasionally be temporarily held by customs authorities for several reasons:
- Routine Inspection: Random security checks performed by customs agents.
- Data Verification: Discrepancies between the electronic data and the physical content of the parcel.
- Local Customs Processing: General backlogs at the point of entry into the European Union.
What to Do
If you notice that your return status has been "Held at Customs" for more than 3 to 5 business days via the DHL tracking portal:
- Contact Our Team: Contact our team by clicking on Submit a Request.
- Details to Provide: Include your Order Number and the Return Tracking Number.
- Investigation: Our logistics team will contact DHL and the customs office to provide any additional information required to release the shipment.
Important Note
- Official Label: To avoid complications at customs, use only the shipping label provided by our Returns Center. Using a personal shipping method or an alternative carrier may lead to significant delays, additional duties, or the package being returned to you.