A tracking number or ID is a combination of numbers and/or letters that uniquely identifies your shipment. The ID length may vary from 10 to 39 characters.

Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on country, duties and taxes are settled with the post office or the customs office. You can find more information about customs on the website of your local customs authority.

Shipments must be custom cleared. Customs clearance processing times differ from country to country and cannot be influenced by Customer Service. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information. In this case, they will contact you.

In case your shipment has not arrived within 10 days after the expected delivery time, please contact your merchant or online shop. The merchant or online shop as our contract partner can start an investigation for lost items. Please keep in mind that delivery times can vary depending on the product/service and origin/destination relation, from 2-3 days for neighboring countries and up to 20 days for countries with long distances. The merchant or online shop usually indicates the expected delivery time on its website. Delays of up to 10 days are unfortunately possible due to e.g. weather incidents, customs or operational backlogs.