Help with submitting a customs declaration for a shipment from abroad

If your international shipment includes all required documentation (e.g., properly completed customs declaration, accurate description of contents, item value), it will be declared to customs by Deutsche Post upon import into Germany and usually delivered to the specified address afterward.

If required documents are missing (e.g., incomplete, incorrect, or illegible customs declaration), we (Deutsche Post DHL Group), acting as the legal representative of the recipient, cannot register your shipment with customs.

This delays the customs-processing procedure. The shipment may need to be returned to the sender (if missing data cannot be obtained) or forwarded to the customs office nearest to the delivery address. In such cases, we will notify you in writing. You will then have the opportunity to contact the customs office and provide the required documents.

The sender must always ensure that all necessary information is complete and correct.

Our tips for ensuring your mail from non‑EU countries can be imported and delivered smoothly can be found here.

Please note that not all gift shipments are automatically exempt from duties. Whether and to what extent import duties apply depends on the type and value of the goods. More information is available from German Customs.

Please submit your appeal to your responsible customs office. Only the customs office can adjust customs charges (e.g., import duties) afterward.

You will find the contact details on your assessment notice.

Important: Customs charges are determined by German Customs and cannot be refunded by Deutsche Post DHL.

We will refund the disbursement fee if it was charged without justification. Please contact our customer service using this form. We’re happy to help and will review your request.

For a customs declaration and for verifying compliance with import regulations, information on the value and content of the goods is required. These details must be provided by the sender using a customs declaration form (CN22 or CN23). Since July 1, 2021, these customs details must also be transmitted electronically by the sender.

Important: A natural or legal person and a valid delivery address must be provided in the address field. Addressing to a Packstation, PO Box, or branch is not permitted.

Please note that goods may be subject to general import bans. Shipment contents must not violate import regulations (e.g., Medicines Act, Narcotics Act, Product Safety Ordinance, Plant Inspection Ordinance). Please inform yourself about the legal requirements before placing an order.

Further information

Confiscated shipments may be destroyed or returned to the sender upon customs' instruction. Shipments considered not eligible for import may also be returned to the sender.

Goods that are not eligible for import will be confiscated by customs. This also applies to goods that are insufficiently declared or cannot be identified by customs. As the recipient of the shipment, you will receive information from the customs authorities regarding the confiscation and further procedure.
If you possess documents that permit the import of the product, these must be sent to the customs authority with the customs file reference. Deutsche Post AG has no influence on the further process. This verification may typically take several days.

Important: Shipments from non‑EU countries addressed to a Packstation, PO Box or branch are considered not eligible for import by customs.

Please submit your appeal to your responsible customs office. Only the customs office can amend customs charges (e.g., import duties) afterward.

You can find the contact details for the relevant customs office on your assessment notice.
Important: Customs charges are determined by German Customs and cannot be refunded by Deutsche Post DHL.

We will refund the disbursement fee if it was charged without justification. Please contact our customer service using this form.

We’re happy to help and will review your request.

We’re sorry about that. Please contact our customer service using this form. We’re happy to help and will review your request.

If the shipment is not sufficiently declared or if there are uncertainties regarding its contents, your shipment will be forwarded to the customs office closest to the delivery address. In this case, you will be notified in writing. You will then be able to contact the customs office and submit the required documents (e.g., sales invoice or test certificates) for customs clearance.

Shipments with import duties are normally delivered to your home, and the delivery agent collects the import/customs charges and the disbursement fee in cash.
If the recipient is not available, the shipment will be forwarded to a retail outlet for pickup.

Important: Senders should only address dutiable shipments to standard street addresses. Addressing to Packstations, retail outlets, or P.O. boxes is not possible for customs‑required shipments. If such shipments cannot be declared to customs, they will be returned to the sender.

By default, shipments with import/customs charges are delivered to the door, and charges including the disbursement fee are collected in cash by the delivery agent.

If the recipient is not available, the shipment will be forwarded to a retail outlet. There, charges and the disbursement fee can also be paid by Girocard.

If the recipients are business customers and possess a POSTCARD, they can pay with that as well.

DHL Group delivered a shipment with import duties to you and you need an assessment notice?

Please complete this form to request the assessment notice. Make sure to provide your contact details exactly as they appear on your shipment.

If a shipment must be forwarded to the customs office for further processing, the following storage periods apply:

• Maximum storage period for letter shipments: 7 calendar days
• Maximum storage period for parcels: 9 calendar days

After the storage period expires, the shipment will be returned to the sender.

Goods shipments from non‑EU countries must be cleared through customs. Depending on the contents, item value, and legal customs thresholds, import VAT and possibly customs duties may apply. These must be paid immediately upon import. Deutsche Post advances these payments on behalf of the recipient and collects them at delivery or pickup in a retail outlet.
This effort is required regardless of the item’s value and even for low‑value goods if import charges must be collected. For this service, Deutsche Post charges a disbursement fee of EUR 7.50.