Depending on your location, we may need to carry out extra checks on the documents you provide when verifying your account. This page explains why, what may be needed, and how the process works.
Why Extra Verification Is Sometimes Needed
For shipments and accounts connected to certain countries, we're required to carry out more detailed document checks to meet international regulatory and compliance requirements. This is a standard part of operating an international service.
Which Documents May Need Verifying
The documents that may require verification commonly include passports, national ID cards, utility bills, bank statements, and other forms of identification or proof of address.
How Long Verification Takes
Because these checks are more thorough, they can take longer than standard verification — typically between 48 hours and a week, depending on the document type and where it's from.
If Your Documents Aren't Approved
If we're unable to approve your documents, we'll let you know the reason. You may be asked to resubmit them or to provide additional information so we can complete the check.
How Your Data Is Handled
We take the security of your personal documents seriously. Anything you submit is handled securely and confidentially, and used only for verifying your account. For full details of how we handle your data, see our Privacy Policy.
If you have further questions, please contact our Customer Experience team.