This is a long-overdue follow-up to my guide on how to get a package that’s stuck in customs in Portugal due to unpaid taxes. A HUGE thanks to Marco who sent a package to a friend not knowing what an insane process it is to deal with packages stuck in customs here in Portugal. This is his guide, he emailed it to me so that I could post it here for you, Before I go ahead with his step-by-step tutorial, here are some things he put together that people should know before sending packages to friends now living in Portugal.
Important things to know when sending a GIFT to someone in Portugal:
1) It will take much more time than the courier says, even if you choose a “guaranteed” shipping option.
2) Make sure to ask your courier service for an up-to-date list of items that are forbidden entry to Portugal.
3) The customs paper that you will fill out with your courier service won’t be enough for your package to get through customs without it being put on hold.
Step-by-Step Instructions on How to Get a Package Out of Customs Using the CTT Website
1) The item arrives in Portugal customs.
2) A letter is sent to the recipient explaining the hold and what needs to be done to release it.
3) Recipient gets the letter within 2-3 business days
4) Recipient needs to create an account on the CTT site in order to begin the custom declaration process.
5) Once you enter your tracking number, the updated info of your package will show up in your dashboard.
6) Follow instructions and fill out all object information.
7) You will see an option to submit a file instead of a screenshot of the site you purchased from as seen below:
8) Once all your information is filled out, move on to the next step. Here you will be filling out a VALUE STATEMENT. This is the most time-consuming but most important part.
TIP! Make sure to fill out all values and the relevant country product codes. Make sure you screenshot this screen, because in an upcoming step, you will be asked to relist the values, and they have to match your value declaration.
9) When you’re done, submit your info and move on to the next step, which should be the last one, if not close to the last one before submitting everything. When you’ve submitted, your dashboard should now reflect this:
This process takes a few days. Marco didn’t have any further issues from here, so the process went along on its own without any interference.
The timeline flow of the dashboard looked like this:
From the last date shown, the package was finally received on May 11th, 2021.
The recipient had to call the CTT after a week of no tracking updates. When reaching the CTT, they said the package was good to go but was still in customs for an explained reason.
The agent said an urgent email would be sent out to have it shipped to the recipient.
The recipient lived in the countryside with no home address – it was shipped to an “Apartado” or mailbox.
For this recipient, her packages get delivered to the local post office, where she needs to go to and pick-up in person.
Big ups to Marco not only for being a sweet friend and sending gifts to his friend, but for going out of his way to figure out how to help her deal with the horrendous processs that is dealing with customs in Portugal, AND for taking the time to document the process and sharing with us. You rock!
Thank for the information Blanca. Do you know what happens if you didn’t get a letter or text? I’ve created an account, but it appears to need a number the should have sent me?
Hello Blanca,
In the situation where my parents (in India) send me (in Aveiro, Portugal) a parcel containing personal used items (like used clothes, shoes, utensils) and packaged food items …………….. then also do I need to get customs clearance/pay customs duty?
I did receive a similar package in March this year via DPD but I do not understand whether this new rule will pose a problem in my case.
Kindly clarify.
Thank you
Best Regards
Indrani Coondoo
Hi Indrani,
I would have packages sent to me, it’s just too much of a hassle getting them out if they get stuck in customs.
It’s really a crap shoot with the CTT on this stuff.
Blanca
My mom sent me some Ayurveda medicine for my diabetes. It first went to UK and then my cousin mailed it to Portugal.
It has arrived in September and I did not get a letter from them .
When I track it , says ‘ an exceptionial incident has occurred ‘
Will I receive it ?
Thank you
Armando Fuentes
Hi Armando,
I have a feeling you will not get it. Customs in Portugal is really strict on anything resembling medicine. If you do get it, let me know.
Blanca
Hello Blanca.,
My sister just sent me a bracelet of pandora from UK as a bday gift and I was stick in custom clearance and I got the letter and start to follow the steps and there was the amount of 115 euros which was more than the real amount.. in this case what can we do..
Thank you
With regards
Deepa limbu
Hi Deepa,
This is a huge issue with customs in Portugal. You will have to pay the customs tax if you want to get it out of customs.
It is unfortunate. I have told all my friends and family not to send anything to me from outside of Portugal.
Tell your sister for next time, that if she wants to send you something to use Amazon.de or Amazon.es – since those sites are from the EU, you will not have to deal with customs.
I wish I had better news to tell you, but as you can see from all the comments, getting a package out of CTT customs is insane.
Blanca
Hey Bianca! Cheers for the information. My friend send me a pair of brand new sun glasses to Lisbon, it’s been exactly 31 days and the last update on the CTT tracking website says “ Notification has been sent to the recipient. Shipping is customs clearance” . Do you have any idea what I can do? Thank you
Hi Ollie,
Can you tell me exactly what it says in Portuguese. I would assume that means that your package is in customs clearance and not ready to be shipped to you.
Blanca
Hello Blanca ! Im sad i sent a friend who lives in Porto a gift its been stuck in customs since October 18 they have not sent me a notification and i didn’t put my phone number i forgot!?
Do you have any other information? A tracking number?
I’m living on the road making it not possible to receive a letter.
Advice?
How about a mailboxes etc?
Thank you for this information. I am going through this insanity right now. It is good to know it is not personal. Christmas gifts (articles of clothing) to my parents arrived in Lisbon from the US on Dec 13. Notice was issued 16 days later (Dec 29), but mailed on Jan 2. Now they need to pay taxes on both the shipment and the articles. “Only shipments between individuals, up to 45 euros (postage and/or insurance included), are exempt from payment of taxes”. Never again.
Hi Chris,
Yeah, it is kind of insane. If you read through the comments, it definitely is not personal. They need to fix the system. It’s really ridiculous.
Send my kindest regards to your parents,
Blanca
Hello
I’ve had a family member send a parcel from the UK to Portugal which is currently stuck at customs. I have logged on to the website to fill out the details but is asking me to provide proof of purchase etc which I do not have as it is a gift. What can I do?
Hi Sharn,
Can you ask the person who sent it to you to send you an invoice? The CTT is trying to figure out how much to tax you for it.
Blanca
Hello – I mailed myself 10 boxes of personal items. So far 2 of them were processed as expected which was the letter and customs ok and payment required and then were delivered.
2 of them so far were returned to Canada without being opened or checked manually and a pink multi check box form applied with Portuguese words to the effect the contents do not meet EU standards for acceptable contents.
All the boxes are similar in weight and have books, clothes, records, personal mementos.
None of what I packed is listed on the CTT site for what is not allowed.
This seems arbitrary and capricious behavior.
I have filed a statement through my CTT account explaining this and asking to meet in person with someone in CTT or Customs.
Basically I want to make sure my remaining 6 boxes are allowed in and I am happy to go in person to wherever CTT needs me to and ask all the boxes be opened in front me to have CTT/Customes ‘find’ some item they know to be unlawful to admit.
Has anyone done that, or know where I could go in person to explain my situation and ask status.
All feedback appreciated.
Hi Paul,
It looks like you got very lucky with those two packages. Shipping things to Portugal is a nightmare unless you do it from the EU. People have been charged for shipping things like a yearbook.
Have you already used up your year to ship things without getting charged taxes?
Blanca
What happens to packages that do not make it through Portugal customs? Will it eventually be returned to sender or just disposed of? Have a package containing a T-shirt that has been stuck at customs for over 6 months.
I was told they send it back to where it came from…but I have no proof of this, so I am taking the CTT at their word there 😉
Hi I sent a package from Canada to Sao Miguel back in November it ‘stuck in the customs how do i get this delivered to my Family they haven’t got no paper to fill out please i need help with this. Thanks much appreciate. .
Ola Zita,
Did they receive a letter in the mail? Usually, when something is stuck in customs, the CTT will send a letter to the person who is receiving it with how much they need to pay to get it out of customs and instructions on how to do it.
If they did not receive this, you will need to reach out to the CTT with any information you have from the package.
Blanca
Olá Blanca, eu comprei um boné na loja de um artista americano, o processo da encomenda estava a correr bem até chegar a portugal, no site que a loja forneceu para seguir o tracking aparece o seguinte “Customs Transit, Your item is being processed by customs in PORTUGAL” isto significa que ficou retido na alfandega e entretanto devo receber a carta, ou apenas significa que está a ser processado? Obrigado
Ola Marcio,
Acho que vas receber a carta. Se tens o talão da compra, mantenha-o à mão, pois você precisará dele para provar o preço do item no caso de estarem cobrando um imposto maior.
Boa sorte,
Blanca
Hello
Thanks for this information?
Question: can I travel to the customs site in Lisbon and pick up my packages in person?
Randall
Hi Randall,
Ever since Covid they have changed things, so you need to do things digitally.
Blanca