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. You can print these out from your Parcel Monkey account or from the shipping confirmation email.  To find your shipping label once you have booked, just got to My Account > Orders and from there you will able to print it.

  It is essential that once you have printed them out that you attach them securely to the outside of the package so that the couriers handling the item know where to deliver the item to and can scan them with no issues. 

  For further information about how you should attach the shipping labels have a read of our guide.

  Some of our international courier services come with a label that only has a US address on such as DHL eCommerce. This label will ensure your package is shipped to the sorting facility operated by our courier partners who will then scan in your package and attach the international label before they post it overseas. 

  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. At the moment we do not offer a service where labels are provided by the courier, so you will require a printer to book with Parcel Monkey. 

   

  You can also find your Customs Documents for international shipping in the same places and these also need to be attached to the outside of the package before you ship it. 

  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