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Compliant electronic customs data must be supplied for all incoming non-EU items by the sender. Many smaller, more specialist British retailers are simply not aware of these requirements and/or have not put in place the necessary online shopping systems for selling to Ireland, leading to Customs delays or returns when these parcels arrive in Ireland. Please hold tight, while we work to address this and ongoing queries.

Standard post items are normally delivered by An Post one to two days after posting. Most often, delays occur due to incomplete, illegible or incorrect addresses.

Other reasons for late or delayed delivery include:

• Items posted after the final collection of the day
• Difficulty accessing the property
• International post being handled by multiiple postal services and customs agents
• Handling of  prohibited items

If we have left a 'sorry we missed you' notice indicating that delivery was attempted at your address, please follow the instructions on the notice.

If you have not received your standard post within five working days from the date of posting, or 15 days in the case of international post, we suggest you use our contact form or pick up enquiry form at your local  post office or delivery office.

• If your item has been returned to sender or you are awaiting an update on your item, it is likely that the electronic customs declaration made by the retailer/sender for your item may have been insufficient or invalid according to Customs regulations. An Post cannot amend customs declaration so items with incomplete data must be returned. Visit our return to sender page for more information.
• The sender must include the following items in their electronic customs declaration:
  • A valid HS/TARIC Code - use our  TARIC Code tool to find the correct TARIC code for items
  • A valid description of what's being sent
  • The item's country of origin
  • The item's value
  • Details of postage, insurance and freight paid
  • The sender's name and address
  • The package or parcel's weight
  • The addressee's name and address
• The goods within your parcel may be in a category of goods treated as prohibited or restricted by Irish Revenue.  
• For non restricted/prohibited items, you will need to refer to the sender and request that they submit a customs declaration with full details when resending your item. Our  TARIC code finder helps retailers understand the required information needed. 
• Your item will be returned to the sender if the charges are not paid by the “pay by date". 

You have a number of options available if you miss a delivery:

• Collect your item by bringing your ‘sorry we missed you notice’ (also called a Docket In Box or DIB notice) and personal identification, such as a driver’s licence, to your local Delivery Service Unit
• Nominate an agent to collect the item on your behalf. You (the addressee) must sign the ‘sorry we missed you’ notice and the agent must have this and their own identification in order to collect the item
• Arrange redelivery of the item online to the same or an alternative address. Redeliveries can take approximately 3 to 5 working days to be delivered. 
• If you believe that your item should have been delivered, but you have not received a DIB, then it is most likely that your item is still in transit.

• Your customs charge can be paid either: 
• Online, using your credit/debit card and the Customs reference number detailed on the Postcard/SMS/Email; or 
• at any post office, using your credit/debit card or cash. Please bring the email or the card you received in the post with you to the Post Office. 
• Once your payment is complete, we will arrange for your item to be delivered as soon as possible. 

• An Post collect the customs charges on your behalf that are charged by Revenue on items delivered to Ireland from non-EU countries. In order for your parcel to be processed and delivered, these charges must be paid.
• If VAT or customs charges are due on the item, where possible, we will contact you by post, text or email. You can then pay the charges through our website or at your local Post Office. We will deliver your item as soon as possible after payment has been received.
• If there are no VAT or customs charges due on the item, then the item will be delivered as normal.

In the case of damaged post, it’s important to understand that:

• Damage is often caused by incorrectly-sized or poor quality packaging
• An Post may place damaged items in a plastic bag to prevent further damage
• While every effort is made to ensure your post arrives safely, unopened and in good condition, envelopes may occasionally be damaged during the machine sorting process
• We use waterproof delivery equipment but we cannot guarantee that post will never be wet in adverse weather conditions

Be sure to keep damaged or opened post and any packaging for inspection.

If your post is missing, damaged or opened please contact us through our  contact form.  If you prefer, you can pick up the form at your local post office or delivery office.
Our goal is to resolve your enquiry and issue you with a final reply within the time frames shown below:

Mail within Ireland	30 calendar days
Mail to Europe	40 calendar days
Mail to all other destinations	60 calendar days

If you are expecting an ecommerce parcel from your online order, please note standard post items are normally delivered by An Post one to two days after posting. Most often, delays occur due to incomplete, illegible or incorrect addresses.

Other reasons for late or delayed delivery include:

• Difficulty accessing the property
• International post being handled by multiple postal services and customs agents
• Handling of prohibited items

The fastest way to track your delivery is online. This information is updated throughout the day as we scan your delivery so please check back here later.

We will try to deliver to the address at least once. If there is no one available to accept the parcel, we will leave you a notice explaining how to get it. Your options include  collecting the parcel or having it redelivered to another address.

• Customs charges arise on the importation of most items in accordance with relevant laws.  An Post collects these charges and pays them to Irish Revenue for you. 
• A customs admin fee of €3.50 is charged by An Post for customs handling of items imported from countries outside the EU. This fee is in addition to any duty or VAT payable to Irish Revenue. The fee is unrelated to the amount of duty and VAT payable and is in place to cover the administrative costs of collecting and processing the payment from the addressee.