DHL shipment held at customs: what to do

Why is a DHL shipment held at customs?

The status 'at customs' means the shipment has arrived in Ukraine and is undergoing customs control. Most often, the delay arises not because of the shipment itself, but because of the paperwork: customs lacks the data to confirm what is being shipped, its value, and how it is classified.

• Incomplete set of documents: no invoice, packing list, or proof of payment.
• Need to clarify the HS code: customs duties and the need for permits depend on it.
• Discrepancy between the declared and customs value of the goods: customs requests documents confirming the price.
• The goods belong to a category requiring permits or certification.
• The description of the goods is too general to identify them clearly.

Which documents may customs request?

Commercial invoice: the main document showing the sender, recipient, item description, quantity, and value. Packing list: details how the goods are distributed and the weight of each package. Proof of value (contract, payment order, bank statement): needed when the invoice price raises questions. HS code: determines the duty rate and if additional permits are required. Permits: requested for specific categories — equipment, food, cosmetics, medical devices, etc.

The list of documents depends on the goods, their value, and the specific delivery details — verify the requirements for your shipment.

How long does DHL clearance take?

With a complete set of documents, customs clearance can take about 1 business day. If customs requests additional documents or clarifications on value or HS codes, the period may increase — approximately to 2-3 business days.

Most time is usually lost waiting for documents from the sender, not on the procedure itself. Therefore, the fastest way to accelerate release is to collect the invoice and supporting documents before the shipment arrives.

How much does DHL customs clearance cost?

Estimated cost of brokerage services at SEMERO: 5000 UAH for legal entities and sole proprietors, and 2000 UAH for private individuals. The processing time is 1 day. This is the broker fee, separate from customs duties (duty and VAT) assessed on the cargo.

Prices and conditions may change — check the actual terms on the DHL Express customs clearance service page for business.

DHL customs clearance for business

For legal entities and sole proprietors, a DHL shipment is an import of goods, so clearance is always tied to a foreign economic contract, invoice, and HS code. Batches of goods, samples, spare parts, or equipment are processed differently, and classification often determines the final payment amount.

The role of the customs broker here is to verify the document set before submission, coordinate product classification, prepare the customs declaration, and communicate with customs on your behalf. SEMERO supports commercial DHL shipments and helps resolve customs queries until the goods are released for free circulation.

What to do if your DHL shipment is held at customs

• Check the status using the AWB number — tracking shows if the shipment is waiting for documents or is in the clearance stage.
• Find out from DHL or the sender exactly what the customs query is.
• Collect documents: invoice, packing list, contract or proof of payment, product description.
• Clarify the HS code for your product — if in doubt, it is better to consult with a broker before submission.
• Contact SEMERO — we will check the set, prepare the declaration, and support clearance until the goods are released.

FAQ

What does it mean if a DHL package is at customs? The shipment has arrived in Ukraine and is undergoing customs control. This is a normal stage; actions are needed only if customs requests documents or clarifications.

How much does DHL customs clearance cost? Approximately 5000 UAH for legal entities and sole proprietors, and 2000 UAH for private individuals; clearance takes 1 day. Customs duties for the shipment are paid separately.

What should I do if an HS code is requested? You need to determine the code based on product characteristics and confirm it with documents and a description. An incorrect code can lead to a recalculation of payments, so this step should be coordinated with a broker.

Can DHL clearance be accelerated? Yes, the most effective way is to prepare a full set of documents in advance and seek consultation even before the goods are shipped.

Can a company or a private individual clear a shipment? Both options are possible, but conditions, payments, and document lists differ. A manager will suggest which option is more appropriate for your shipment.