Why contact details are required for shipments outside the EU
Carriers require contact details for international shipments to comply with regulations and to facilitate customs clearance.
- Customs clearance: If customs need additional information or documents, such as a power of attorney form, they can contact the recipient directly.
- Regulations: Customs rules in the destination country require contact details to ensure compliance with all applicable regulations.
This is important for both the sender and the recipient: the recipient must be reachable for customs clearance, and the sender must be identifiable for security checks.
Which details are required?
- Email address of both sender and recipient for all international shipments requiring customs clearance (new from 2025).
- Phone number of both sender and recipient remains mandatory.
- VAT and EORI number of the recipient for business-to-business shipments.
What changes on 1 December 2025?
- Orders via the Hexspoor API: shipments without the required contact details will not be accepted (bounce).
- Orders via other integrations or manual entries: shipments will be rejected and returned to CONCEPT ORDERS in the Customer Portal.
Carriers, including UPS, will monitor compliance and reserve the right to take measures, including surcharges, against senders of shipments that are held due to missing contact information.
Questions or need assistance?
If you have any questions about this topic or would like help setting up your orders correctly to ensure contact details are complete, our team is happy to assist.
