Some international shipments for example to other continents or countries with strict customs regulations — require customs documents.
In recent years, customs authorities worldwide have become significantly stricter when it comes to importing packages: customs wants to know exactly what is entering the country. This strict policy is set by customs authorities themselves — iLost has no influence over how customs authorities operate or how strict they are during the clearance process. Precisely because of this, it is essential to inform the courier as specifically as possible about the contents of the package you are about to ship.
If the customs documents are not filled in correctly or not properly attached to the package, customs will hold the package back. The result: the package will be returned or destroyed — and in that case, the courier will not refund the shipping costs.
Please note — this also affects your guest or customer: because the courier does not refund shipping costs for a package rejected due to incorrect customs paperwork, iLost is unable to refund these costs to the owner of the item either. An incorrectly packed customs shipment therefore causes unnecessary costs and results in a disappointed owner. The steps below help you avoid this.
Step 1: Describe the contents of the package as specifically as possible
When you open the customs documents in iLost, you will be asked to translate the item's title into English. Be as specific as possible — a vague description is one of the most common reasons customs holds up a package.
Where applicable, include:
Brand (e.g. "Samsung", "Ray-Ban")
Type/material (e.g. "leather wallet", "wool scarf", "polycarbonate suitcase")
Colour
Who it is intended for, if relevant to the description (e.g. "men's jacket", "women's sunglasses")
Example:
❌ Too vague: "Jacket", ''Clothing'' or ''Backpack''
✅ Specific: "Black men's winter jacket, polyester, size L, brand North Face"
The more specific the description, the lower the chance that customs will hold the package for inspection or send it back.
Step 2: Check whether the item is allowed to be shipped
Not every item can be shipped internationally. Some items appear on the courier's list of non-shippable goods, or are subject to import restrictions in the destination country, for example identity documents, cash, batteries (particularly lithium), liquids and aerosols, weapons or replicas thereof, medication etc. If an item is on that list, customs will remove it from the package. In many cases, this also leads to the return or destruction of the remainder of the shipment.
Before packing, check the following:
Consult the courier's (DHL, UPS, FedEx) list of prohibited/restricted goods for the destination country.
Does the package contain an item that may not be shipped? Let the owner know via the chat window on the item, and ask whether they would like to proceed with the shipment excluding this item.
Not sure whether an item can be shipped? Contact the iLost Support Team before preparing the package for shipping.
Step 3: Use a document pouch and leave it unsealed
Place the customs documents together with the shipping label in a document pouch on the outside of the package.
Important: do not seal this pouch. The courier collecting the package must be able to view the customs documents immediately, without having to tear the pouch open. A sealed or taped-shut document pouch can lead to delays or rejection during collection or transit.
*Document pouches are often available free of charge from major couriers such as FedEx or UPS.
Summary: checklist before shipping
Before clicking ✅ "Item is packed", check the following:
✅The description in the customs documents is specific: brand, material, colour and (where relevant) who it is intended for.
✅The item is not on the list of non-shippable or restricted goods. If it is: the owner has been informed via the chat window and has indicated whether the shipment may proceed excluding this item.
✅The customs documents and shipping label are together in a document pouch on the outside of the package.
✅The pouch is not sealed, so the courier can inspect the contents.
Please note: if the package is nonetheless returned or destroyed by customs due to incorrect or incomplete packing, the courier will not refund the shipping costs — meaning iLost is unable to refund these costs to the owner either. Careful packing almost always prevents this.
You can find instructions on how to prepare a parcel for shipment in iLost in the Help Center article "3. Information about the Item Return Process".