Important notice for customers in Finland — customs delays and occasional returns

Summary

• There are ongoing delays at import customs in Finland affecting some air mail shipments.
• A small number of parcels have been returned with the reason “missing required security data.” We have not received specific notifications identifying any missing data on our side for those items.
• Please monitor your tracking, engage with Posti/Customs if your parcel is held longer than usual, and contact us if you need assistance—ideally with details of what information is reported as missing so we can help resolve it.

What you may see in tracking

• “Item presented to import Customs” for an extended period.
• In some cases after a long hold: “Item returned from import Customs,” followed by “Returned to Sender > Refused by Addressee.” This wording can appear even when no delivery attempt took place and may reflect a customs‑initiated return.

What to do if your shipment is delayed

1. Keep monitoring your tracking with Posti.
2. If your parcel shows no progress for 14 calendar days after “presented to import Customs,” please contact Posti or Finnish Customs and ask:
   • What exact information is missing or needs correction to clear this shipment?
   • Examples could include a more specific goods description, HS code, value/weight confirmation, or transport reference—but please request the exact item(s).
3. If you receive any notice that requests information you cannot provide yourself, contact us and include:
   • Your order number and tracking number.
   • A screenshot or the full text of the message from Posti/Customs (with the date and any reference numbers).
   • Any deadlines mentioned by Posti/Customs.

How we can help

• We submit the required electronic shipment data to our postal partners. If Posti/Customs identifies a specific missing or mismatched data element, we will review your case and provide any information we hold to support clearance, and we will escalate with our carrier where possible.
• If a parcel is already being returned, we generally cannot add or change data “after the fact.” Once it arrives back to us, we will contact you about next steps per our policy (reshipment or refund).

Scope of the issue

• This situation is currently observed primarily in Finland. Most parcels still clear and deliver normally, but some experience longer processing times and, in a small number of cases, returns.

Need help?

• Please reach out via our support form. Providing the exact details reported as missing (if any) makes it much easier for us to assist quickly. We will continue working with our postal partners and will update this notice as new information becomes available.