Parcel from UK Stuck in Customs — What to Do and How Long Does It Take?

Normal Customs Clearance Timelines — What to Expect

Most parcels from the UK to Poland clear customs within a predictable timeframe. Understanding the normal timeline helps you identify when something is genuinely wrong.

Standard clearance: 1–3 days

For parcels with a customs value below 150 EUR, or parcels where the courier has already lodged the customs declaration electronically (which is standard for DHL, UPS, FedEx and DPD), clearance typically takes 1–3 business days from the moment the parcel enters Poland. The courier submits a simplified customs declaration on your behalf, duty and VAT are calculated automatically, and the parcel is released. You will receive a delivery notification once it clears. If the parcel has been in the courier's warehouse for 1–3 days and you have not received any communication, it is likely still in normal processing.

Extended clearance: 5–10 days (documents or payment required)

Clearance takes longer when the customs authority (in Poland: Izba Administracji Skarbowej; in the UK: HMRC Border Force) requires additional information. Common reasons: the declared customs value seems low and the authority wants a purchase invoice to verify it; the parcel contains goods that require an import licence (e.g. medicines, food products, CITES-listed items); the HS commodity code on the customs declaration is inconsistent with the description of goods. In these cases, the courier will send you a request letter or email. You must respond promptly — each day without a response extends the hold. Typical resolution time once documents are provided: 2–5 business days.

Physical inspection: 10–20 days

A small percentage of parcels are selected for physical inspection by Border Force (UK) or Polish customs officials. Physical inspection means the parcel is opened, the contents are verified against the customs declaration, and the parcel is repackaged. This process takes 5–15 additional business days. You will normally receive written notification if physical inspection is initiated. If your parcel has been held for more than 10 days with no communication, call the courier's customs team and specifically ask whether a physical inspection is in progress. Physical inspection does not mean the goods are being confiscated — it is a routine compliance check.

Step-by-Step: What to Do When Your Parcel Is Stuck

Follow these steps in order. Do not skip steps or contact multiple parties simultaneously — it causes confusion and delays.

Step 1 — Check tracking and all communication from the courier

Log into the courier's tracking portal using your shipment reference number. Look for status updates containing the words: "Clearance in progress", "Customs hold", "Awaiting documents", "Customs inspection", or "Duty payment required". Also check: email (including spam), SMS, and the courier's app notifications. Couriers are legally required to notify you of any customs hold and of any duty payment demand before the parcel can be released. If the tracking simply shows "In transit" or "Processing at customs facility" with no further action required from you, the parcel is in the normal queue.

Step 2 — Contact the courier's customs helpline

If tracking shows a hold of more than 5 business days with no explanation, call the courier's customs helpline directly — not the general customer service line. Ask for the customs team. Tell them: the shipment reference number, date of dispatch from the UK, and that you want to know the specific reason for the hold and what documents are required. Major courier customs helplines: DHL Customs: 22 531 66 11 (Poland). UPS Customs: 22 535 65 00. FedEx Customs: 22 578 04 00. DPD Customs: 22 577 57 77. If the courier tells you a government authority has placed the hold, contact that authority directly (see Step 3).

Step 3 — Contact the customs authority directly if needed

If the courier indicates that Polish customs (KAS) or the Polish veterinary authority (GIW) has placed the hold, you may contact them directly. Polish customs (KAS) helpline: 801 055 055 (domestic) or +48 22 330 03 30 (international). Have the shipment MRN (customs reference number) ready — ask the courier for this if you don't have it. HMRC (UK customs) helpline for UK-side issues: 0300 322 9434. In most cases, the hold will be resolved by providing a purchase invoice, a packing list, or a product licence. Easy Clearance can act as your customs representative and communicate with the authority on your behalf: WhatsApp +44 7404 091503.

When to Escalate — Signs That Something Is Seriously Wrong

Most customs holds are resolved within 10 business days. If yours has not been resolved within this timeframe, escalation is warranted.

Parcel held for more than 20 days — formal complaint

If the parcel has been held for more than 20 business days with no resolution and no clear explanation, you may submit a formal complaint. In Poland: complaint to the Head of the Customs-Revenue Office (Naczelnik Urzędu Celno-Skarbowego) that holds the goods. The complaint must include: shipment reference, tracking history, evidence of your attempts to resolve, and the specific nature of your complaint. The authority must respond within 30 days. If the hold is due to suspected customs fraud (e.g. undervaluation by the sender), the process may take longer and require legal advice.

Parcel held for suspected prohibited goods

If customs has indicated that the parcel may contain prohibited or restricted goods (e.g. medicines, food of animal origin, counterfeit goods), the process is more complex. You may be required to provide a product licence, a phytosanitary certificate, or a veterinary health certificate. If you cannot provide the required documents, the goods may be destroyed or re-exported at your cost. Easy Clearance can advise on whether the goods are genuinely restricted and what documentation is needed. Do not simply abandon the parcel without checking — there may be a resolution.

What if the parcel is lost during the customs hold

Occasionally parcels are misplaced within a customs warehouse. If your parcel tracking has shown no movement for more than 10 days and the courier cannot confirm the physical location of the parcel, it may be lost. In this case: (1) request a formal trace (tracer request) from the courier; (2) contact the courier's insurance department for a claim; (3) if you paid by credit card, consider a chargeback after 45 days with no resolution. See our separate guide on lost parcels from the UK for the full compensation procedure.

What the current rules say

A parcel from the UK typically clears Polish customs in 1–3 business days for standard shipments, 5–10 days if documents are needed, and up to 20 days in the case of physical inspection. If your parcel is on hold, check courier communications first, then contact the courier's customs helpline, then the relevant customs authority directly (KAS: 801 055 055, HMRC: 0300 322 9434). Easy Clearance can act as your representative throughout the process. This article reflects the legal position as of 2026-04-18.

FAQ — frequently asked questions

How long does it normally take for a parcel from the UK to clear Polish customs?

Standard clearance: 1–3 business days. If the customs authority requests additional documents (e.g. purchase invoice, product licence): 5–10 business days after you provide them. Physical inspection: up to 20 business days. If your parcel exceeds these timelines with no explanation, contact the courier's customs team.

What does 'clearance in progress' mean in courier tracking?

It means a customs declaration has been lodged and the customs authority is processing it. If this status persists for more than 5 business days without further updates, call the courier's customs helpline and ask for the specific reason for the delay.

Who do I contact if my parcel is stuck in customs?

First contact the courier's customs team (not general customer service). If they indicate a government authority has placed the hold: Polish customs (KAS) at 801 055 055, or HMRC (UK customs) at 0300 322 9434 if the hold is UK-side. Easy Clearance can also act as your representative: WhatsApp +44 7404 091503.

Can I collect my parcel from the customs warehouse myself?

In some cases, yes — you can visit the customs warehouse with proof of identity and ownership (purchase invoice, tracking reference) and collect the parcel after paying any duty due. Contact the relevant customs office to confirm whether this is permitted for your shipment.

What happens if I don't respond to a customs hold notification?

If you do not respond to a customs hold within the specified period (usually 30 days), the goods may be treated as abandoned and destroyed or sold by the customs authority. Always respond promptly to any communication from the courier or customs authority.

Official sources

• GOV.UK — Customs checks on goods entering Great Britain — GOV.UK
• KAS — Krajowa Administracja Skarbowa — KAS
• Union Customs Code Regulation (EU) 952/2013 — EUR-Lex