If the customs description or HS (Harmonized System) code on one of your items is wrong, our team can update it for customs purposes. You can't change it yourself through the online portal. Here's why, and how to request a correction.
Item Descriptions Can’t Be Edited Manually
For security and customs compliance, item descriptions can't be edited manually once a package has been checked into the warehouse. Any change has to be verified and processed by our team, so the customs documentation stays accurate.
What to Do If a Description Is Wrong
If you notice a discrepancy, contact us with the details as soon as possible.
- Don't pay for or arrange your shipment until we've confirmed the description has been updated. Paying or shipping beforehand locks in the incorrect information.
- We verify before we amend. A description can't be changed on request alone; we check it against supporting evidence or our warehouse records before updating the customs documentation.
What to Provide
When you contact us, please include:
- Your Package ID
- Proof of purchase – a copy or screenshot of your order summary or invoice showing the actual items
- The new description you're requesting – a clear, accurate statement of exactly what the items are
Why an Accurate Description Matters
An accurate description helps your package clear customs smoothly. Incorrect or vague descriptions can cause delays, trigger extra customs inspections, or get your package held by customs in your destination country.
If you have further questions, please contact our Customer Experience team.