Colissimo International

Frequently Asked Questions

• Will my package be subject to customs charges?

  If you are shipping a package internationally, it could be subject to customs charges. The relevant customs teams in the destination country will set these charges based on the value of the goods you are sending.

  We aim to make Customs Clearance simple by collecting all the relevant information in the booking process in order for your package to clear customs. You should always attach customs documents to the outside of your box in a clear plastic wallet or envelope. 

  Can I pay the customs duty before I send my package?

  All items sent via Parcel Monkey are DDU, which means the duty is unpaid. Any customs fees will need to be paid by the recipient. It is essential to provide local contact information so the recipient can be contacted by Customs.

  There are a number of factors that can affect the amount of customs duty owed on an item including;

  • Reason for export

  • Country of Export

  • Country of Import

  • Product classification

  • Product material origin

  • Manufacturing country

  • Value of shipment

  There is no way to avoid customs duties, customs officers will check all items entering the country and charges will be applied where necessary. If you simply put 'gift' on the Customs Invoice, this does not mean it will not attract duty as they will still check the value of what is in the box.

  By giving a full breakdown of all the items in your package, true values of each item and by providing correct contact details for the recipient, your package should clear customs with no issues. Providing incorrect or misleading customs information can result in additional costs, returned packages and delays.

  Read our Customs Advice

  Still need help?

  Ask a general question Report an issue with an order

• How do I get my shipping label for my package?

  A package won’t get very far without the very important shipping label, or labels. Some of our services come with two shipping labels, such as DHL eCommerce. These both must be attached, one to get your package to a central sort location, and another to your final delivery address. 

  It is essential that you print them out from your Parcel Monkey account when you have made a booking and attach them securely to the package so that the couriers handling the item know where to deliver the item to.

  When you place an order using our shipping calculator, it doesn’t matter which courier you select, a label will be provided, the same as for Drop Off services. 

  To find your shipping label once you have booked, just got to My Account > Orders and from there you will able to print it out.

  We will also email a copy of the label over if you haven’t accessed it from your account.

  For further information about shipping labels and customs documents read more here.

  Still need help?

  Ask a general question Report an issue with an order

• How do I track my parcel delivery?

  You can track the package you have sent using the 'Track My Parcel' tab on the homepage of Parcel Monkey. The tracking number can be located from My Account > Orders and begins with PMS*****

  The tracking number can also be shared with the recipient so they too can follow the item until it is delivered by the courier. Simply enter the tracking number into the tool on our homepage and you can view the full details of your consignment. If you have any questions, please let us know by contacting the support team. 

  You can also track using the shipping label number and directly with the courier whose name is on the shipping label that you have chosen when you place an order. All of the Parcel Monkey courier services are tracked and if you haven't sent a package before, you can learn more here.

  Still need help?

  Ask a general question Report an issue with an order