FAQ

Collection and delivery

Customs, imports and third-country shipments

Claims, compensation and insurance

Ordering and using the platform

Packaging and shipment contents

Invoices and payment

Pallets

Shipment documents

E-commerce integrations

Whether customs duties will apply to a shipment depends on the rules of the recipient's country. In most cases, customs duties are paid by the recipient. If the shipment is sent outside the European Union and customs duties or other import taxes apply under the recipient country's laws, the customs authority or the courier usually contacts the recipient regarding payment. Customs duties generally do not apply to shipments within the European Union.

Before sending, we recommend checking the import requirements and customs rules applicable in the recipient's country. 

When declaring the shipment value, indicate the actual value of the items being sent, meaning the amount for which the same or a similar item could be purchased. Do not declare a zero value, as this may cause problems during customs procedures. It is important that, if necessary, you can support the declared shipment value with a purchase document or other documents proving its value. This is especially important if the shipment is lost or damaged and you need to submit a claim. 

Please note that personal items may be shipped, but their value is often difficult to prove with documents, so they are classified as non-compensable items and are shipped at the sender's own risk. For this reason, compensation is usually not applied in case of their loss or damage. Such items must be described as accurately as possible - instead of the general description "personal items", indicate the specific contents, for example, "two pairs of shoes, a sweater, and a coat". Passports, identity cards, and other personal identification documents are prohibited from being shipped. 

If you are a private individual and are sending a shipment outside the European Union with a value of EUR 1,000 or more, you may need to provide a copy of your identity document for the export declaration. 

When completing the customs invoice, it is very important to accurately indicate the names of the items being sent, their value, and the reason for export. If customs determines that the shipment contains items other than those declared or that incorrect information has been provided, for example, if "gift" is indicated when in fact a sold item is being shipped, the shipment may be held, additional charges may be applied, or it may be returned to the sender. Incorrectly completed customs documents may also extend the delivery time of the shipment. 

When ordering an import service, the same basic rules apply as when sending a shipment from Lithuania - it is necessary to provide the shipment details correctly, prepare it properly, and hand it over to the courier on time. 

Before placing the order, agree on all shipment collection details with the sender abroad in advance and make sure that you have the exact weight and dimensions of the already packed shipment. It is also important to provide the sender's correct contact details so that the courier can contact them regarding collection if necessary. 

If you are ordering an import service for the first time, you will first need to register in the Sendparcel system. Then, in the price calculator, you will be able to enter all the required shipment details and place the order in the usual way. 

If a shipment is being sent from a country outside the European Union, customs duties, VAT, or other import taxes may apply. 

Yes, if the shipment arrives from a country outside the European Union, customs duty, VAT, and other import taxes may need to be paid before delivery. Which charges apply and how much they will be depends on the contents of the shipment, its value, and the applicable laws. Therefore, the final amount payable may differ in each case. Before ordering a shipment from a non-EU country, we recommend checking possible import taxes and customs requirements in advance. 

Delivery between countries is a case where you order and pay for shipment delivery even though you are neither the sender nor the recipient. In such a case, all matters related to the order - delivery, documents, additional charges, or claims - are handled only with you as the ordering party. 

When ordering delivery between countries, where the shipment is not related to Lithuania, the shipment documents are sent to the sender's specified email address. The sender must print them out and attach them to the shipment before the courier arrives to collect it, so it is important to inform the sender about this in advance. If the shipment documents are not used, additional charges may apply, and there may also be issues with shipment tracking or delivery. 

Before ordering delivery between countries, where the shipment is not related to Lithuania, you must know the exact weight and dimensions of the already packed shipment as provided by the sender. It is also important to agree on the shipment collection details in advance and inform the sender that the shipment documents will need to be printed out and attached before collection. 

The same basic rules apply to this type of shipping as to import and export shipments - the shipment must be properly prepared, the details must be provided accurately, and the documents must be used according to the instructions. 

Yes, when sending shipments to or from Great Britain, customs formalities apply, so during the order process it is mandatory to complete the "Customs invoice" section in the second step. 

This information is required so that the shipment can be properly declared to customs. If the customs information is left incomplete or provided inaccurately, the shipment may be delayed, held, or subject to additional charges. 

Before sending a shipment to or from Great Britain, we recommend carefully checking all data submitted to customs. 

When sending shipments outside the European Union, customs duty and import taxes are determined by the customs authority of the recipient's country, and the recipient is usually asked to pay them first. However, if the recipient refuses to do so, the final responsibility for these charges falls on the sender or the ordering party, so customs, import, and administrative charges may be transferred to them. The shipment may be held, returned to the sender, or subject to additional storage, return, or administrative costs. If the charges are not paid and the shipment is not returned, in certain cases the courier may have the right to dispose of the shipment. We recommend contacting us as soon as possible so that we can assess the possible next steps. More information: customs formalities. 

The exact shipment price depends on the sender's and recipient's postal codes, the shipment weight, dimensions, and the selected service. You can check the price in the Sendparcel price calculator. When sending to the United States, it is also necessary to fill in the customs information correctly and indicate the exact shipment value. If the shipment is sent outside the European Union, customs duty and import taxes may also apply according to the laws in force in the destination country. More information about shipping outside the European Union can be found under customs formalities.