What If My Package Is Held by the Carrier or Customs?

Quick Answer

If your tracking shows that a package has been held, flagged, or stopped by the carrier or at customs, please contact our Customer Care team with your order number and tracking number so we can look into it.

In many cases a hold is temporary, and the package continues on its way after a short delay. If tracking stops updating and the package does not move again, we'll follow up with the carrier or our logistics team and help you find a suitable resolution.

What does it mean when my package is held by the carrier or customs?

A hold simply means the package has paused somewhere in the delivery network. This can happen for a few reasons:

The carrier is performing a routine check or sorting step
The package is awaiting customs clearance for an international destination
A scan or status flag was applied that needs the carrier to review the parcel before it moves on

In many situations the hold clears on its own, and tracking resumes after a short delay. Your SilkSilky packages are shipped with full postage paid, so a postage-related flag does not mean anything is wrong with your order itself.

What should I do if tracking shows my package is held?

You can take a few simple steps:

Check the latest tracking status using the link in your shipping confirmation email.
Note exactly what the tracking says, including any reference to a hold, customs, or a flagged status.
Allow a little time, as some held parcels continue moving again after a brief pause.
If the status does not change after a few days, contact our Customer Care team with your order number and tracking number.

We can monitor the shipment, check whether there has been any further transit progress, and advise you on the best next step.

Will I be charged customs duties or taxes?

Customs duties, taxes, or import fees depend on your destination country and its local rules, and they are set and collected by the customs authority rather than by SilkSilky. If your package is held pending customs clearance, the carrier or customs office may contact you with any steps required to release it.

If you do pay customs or import duties, keep the payment receipt and send it to our Customer Care team, and we will compensate you for the charge. If you're unsure about a fee request related to your package, contact us before paying anything, and we'll help you confirm what applies to your order.

What happens if my package never moves again after a hold?

If a package stops updating and does not continue to its destination, contact us so we can review the shipment. Depending on the situation, we may continue to monitor the original parcel, coordinate with the carrier or logistics team, or arrange a suitable solution such as a replacement shipment or a refund where appropriate.

These situations are handled case by case, so reaching out with your order details lets us give you the most accurate guidance.

In what situations should I contact Customer Care?

Please contact our Customer Care team via live chat or the Contact Us page if:

Tracking shows your package was held, flagged, or stopped by the carrier
Your package is held pending customs clearance and you're unsure what to do
You receive a request for a fee related to your package and want to confirm it
Tracking has not updated for several days and the package is not moving
We previously asked you to wait, but the package still has not arrived
You'd like us to review whether a replacement or refund is appropriate

When you reach out, please include your order number and tracking number so we can locate your shipment quickly.