What customs may ask for
HS (customs) code — the tariff classification of the piece.
A precise description — what it is, and what it's made of (materials).
Country of origin — where the piece was actually made.
Declared value — usually already on the commercial invoice, but sometimes re-confirmed.
Extra documents for certain goods — e.g. licences or certificates for protected/regulated materials (exotic woods, shell, hides, antiques…).
The best fix is prevention
Holds caused by missing or wrong data are the most common — and the most avoidable. Keep each product's customs details accurate in your catalogue:
a clear description and material composition,
the HS code (we can help generate one when it's missing),
the country of origin.
Accurate data up front means far fewer holds, faster delivery, and happier collectors.
If we ask you for something
When customs needs your input, our Customer Care team contacts you with exactly what's required. Reply as quickly as you can — the parcel stays on hold until the information reaches the carrier, so every hour counts.
Good to know
You'll only be asked when customs genuinely needs it — we handle everything we can on our side first.
Once you provide what's needed, we pass it to the carrier and clearance resumes.
Where to find it
Keep customs details on each piece in your catalogue. If a live order is held and we need your input, you'll hear from Customer Care, and the case shows in After-sales.