Recently, EMS packages sent from Japan to Germany have been delayed or returned due to stricter customs procedures. We would like to explain how shipments are handled and what steps you can take.
1. How EMS Is Processed in Germany
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EMS shipments are handled by DHL after arriving in Germany.
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Many parcels are often sent to a local customs office (Zollamt) for inspection.
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When DHL transfers the parcel to customs, the tracking may show statuses such as
“Processed at local customs” / “Awaiting pickup” / “Retention”,
but this does not mean the package was delivered to your address.
2. Notification Issues
In many cases, customers do not receive the letter that should inform them to pick up the parcel at their Zollamt.
If the parcel is not collected within the holding period, it is returned to Japan.
3. What German Customers Should Do
To prevent delays or returns, please:
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Check your tracking frequently on Japan Post or DHL’s website.
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If the tracking shows customs-related status, assume the item is waiting at your Zollamt.
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Contact DHL or your local customs office proactively with your tracking number.
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Provide any documents requested (invoice, proof of payment, etc.) as soon as possible.
4. About Returned Packages
If a parcel is returned because it was not collected from customs, reshipping fees will apply.
Customs handling in Germany is beyond our control, and your cooperation is greatly appreciated.
