Help with customs and online shopping

We have collected the most frequently asked questions and answers that customers have wondered about receiving from abroad or sending to abroad. You can also use our chatbot and ask questions there.

• Why is there an error with import duties on VOEC shipments?

  From 01.01.2024, the seller must digitally mark VOEC shipments with their valid VOEC number in advance. If this is not done correctly, the authorities demand that the shipment must be taxed, including VAT. and any duty must be paid. Posten then collects import duties on behalf of the authorities, and charges a price for the job of customs clearance.

  The requirement for digital information is leading to the payment of the tax, therefore it does not help that the VOEC number is written elsewhere on the consignment. The VOEC seller is the only one authorized by the authorities to correct and refund the fees. Posten is not authorized to correct such errors. See information from the Tax Administration.

• Have you paid double VAT and need a receipt?

  If you have paid value added tax to the online shop, but still receive a payment demand for VAT from Posten, you must contact the online shop you shopped from. It is the online store that is responsible for correcting and refunding the VAT that you paid in connection with the purchase. Do you need an English receipt that the fees have been paid to send to the online store? Here's how to do it:

  1. Go to www.posten.no/en/import-duties
  2. Enter the tracking number for your package and press "Go to payment"
  3. Choose between the Norwegian or English version of the receipt

  Go to www.posten.no/en/import-duties for more information

• Customs/VAT must be incorrectly calculated. What do I do now?

  If you believe the calculation is incorrect, you must contact customer service and provide documentation. We can then correct the duties if possible. To calculate duties, we use the item and value declaration that accompanies the shipment.

  See the Norwegian Tax Administration, which provides good information and guidance when you want to apply for a refund of overpaid VAT and customs duties, as well as in cases where you claim a refund of duties when you return goods.

• The sender has entered the wrong amount for a shipment from abroad. The post office has cleared the consignment and I have received a payment claim which is not correct. What do I do, and can Posten refund?

  Posten is responsible for correcting its own errors. If the customs clearance error is caused by someone other than Posten, fees under NOK 100 will not be refunded. For fees over NOK 100, Posten has the option of correcting the customs clearance assignment and applying to the authorities for a refund. If you think the calculation is incorrect, you must contact our customer service and document this.

• I have received a message that I have to pay fees and customs on a shipment from abroad. What is this?

  Posten will notify you in the Posten app, in Digipost or by letter if we have cleared customs and calculated fees for a shipment addressed to you. To pay for shipments that have been cleared through customs and delivered in the mailbox, you can use the Posten app or posten.no/en/import-duties.

• Why do I sometimes have to pick up and pay for shipments at Posten, while I get others in the mailbox with a message to pay digitally?

  Posten works so that you can receive as many shipments from abroad as possible right where you prefer to receive them. For goods in letter shipments with a value under 500 kroner, we can deliver the shipment right in your mailbox and you can pay digitally for import fees and customs clearance. For shipments that contain restricted goods and goods with a higher value, you still pick up your shipment at Posten’s delivery point. Always use a digital payment solution where there is the possibility for it.

• Why do I suddenly have to pay customs for low-value goods that I have always received duty-free?

  From 2024, import duties must be paid for all goods, with few exceptions. See news at toll.no. This means that Posten must clear customs and collect duties on shipments with goods that do not fall under the VOEC scheme or are considered duty-free.

• What does it mean when I receive a message with the heading "request for customs information"?
  • Posten has sent you a message that we have a shipment for you that is missing or has incomplete customs documentation.
  • It is important that you provide what we are asking for.
  • As soon as we receive information from you, we will process the shipment through customs and send it on to you.
• Why do I have to pay a customs clearance price to Posten when I do the customs clearance myself?

  Posten automatically performs simplified customs clearance, but for goods valued over 3000 kroner, you can opt out and do the customs clearance yourself.

  The price you pay is intended to cover our costs for performing legally mandated tasks such as: arrival processing, registration of shipments, and mandatory customs warehouse accounting to the Customs Agency. We also have to perform these legally mandated tasks on shipments that customers clear through customs themselves.

• Why does Posten charge for customs clearance?

  The price covers the costs Posten has associated with legally mandated tasks: arrival processing, classification and registration of the goods, calculation and collection of any fees, settlement to the authorities, as well as storage pending payment from the recipient.

• Why do I have to pay customs and VAT on this item?

  If you have not paid Norwegian VAT and other fees through the online store purchase (VOEC), you must pay fees when the item arrives in Norway. This also applies to gifts valued over 1000 kroner.

• Why are there different prices for customs clearance?

  Posten has automated and digitized the postal customs clearance services in accordance with new authority requirements, as well as through interaction nationally and internationally, which has resulted in simplified solutions and lower customs clearance prices.

  • Shipments with a value of 0-500 kroner are normally processed digitally with automated collection and delivery to your mailbox and the price for this solution is our lowest.
  • Shipments with a value of 500-3,000 kroner are normally processed electronically and with delivery and payment at one of Posten's delivery points. This service also has a very low customs fee.
  • Shipments with a value over 3,000 kroner, with restricted goods regardless of value or which are subject to declaration with duty-free content is the most comprehensive customs clearance solution. This requires a greater degree of manual work with many different customs procedures.

  You can find our prices here

  For VOEC consignments with correct digital marking, Posten has chosen not to require payment during import handling. This despite the fact that Posten has security and processing costs for the consignments.

• I have ordered books and other goods. Do I have to pay VAT on everything?
  • Books are normally duty-free as long as they are specified on the invoice as a separate item from the sender.
  • If your shipment contains other goods, they must be cleared through customs.
  • You pay VAT and possibly other fees as well as the customs clearance price for these goods.
• Why does Posten in some cases charge for customs clearance of books despite the fact that books are tax-free according to the customs regulations?

  The customs regulations state that books in the last stage of turnover are exempt from the obligation to declare when the value is below 3,000 kroner. This means that books with a value of over 3,000 kroner must be cleared through customs, even if no import duties are to be paid for them. Posten will charge a price for customs clearance on such assignments.

• I have received a notification about a shipment from abroad, but I do not want to pick up the shipment. Do I have to pay the fees then?

  No, you do not have to pay. The shipment will be returned after 2 weeks if you do not pick up the shipment.

• Fees, what does that mean?

  Value Added Tax, customs and special duties. See the Norwegian Customs summary of what you have to pay when you shop online

• I have ordered a piece of art. Do I have to pay import duties?

  Artworks that do not qualify for duty exemption must be cleared through customs and duties calculated. In certain cases, you can get full or partial exemption from VAT approved, but then you must be able to document that the artwork meets the requirements for duty-free import.

  According to the regulations, there are two requirements that must be met to get a full VAT exemption:

  • The artwork must be calculated as an artwork in the VAT regulations.
  • The artwork must be made by a living artist who imports art themselves.
  • In cases where the artwork must be cleared through customs without duties being calculated, you still have to pay the customs clearance price.

  For more information, see toll.no/en

• I collect stamps and coins. Do I have to pay import duties on these types of collectibles?

  No.

  Value Added Tax should be calculated on the import of stamps, notes, and coins as collectibles.

  • For notes and coins to be imported duty-free, as collectibles, they must have previously been valid means of payment.
  • A commemorative coin/medal (without denomination) has not been a means of payment and therefore Value Added Tax should be calculated on import.
  • Stamps that can still be used for franking do not fall under the regulations for collectibles with duty-free import.
  • In cases where collectibles must be cleared through customs without duties being calculated, you still have to pay the customs clearance price since collectables are unfortunately not exempt from the obligation to declare.

  Regulations for the import of: Stamps, banknotes and coins – Norwegian Customs (in Norwegian)

• What does ‘stopped for import processing’ mean?

  All shipments, except simple letter shipments, will be processed for import.

  • If the latest tracking shows that your shipment is for import processing, it means that your shipment is with us for customs clearance. The shipment is assessed whether it is duty-free or must be cleared through customs.
  • If all necessary documents accompany the shipment, it will be cleared through customs and forwarded to your pick-up location.
  • If customs documents are missing, you will be contacted via SMS or letter about the reason and what you need to do. You will receive a new notification when the shipment is ready to be picked up at Posten.
• Is my shipment at the Norwegian Customs if it is stopped for import processing?

  No, the Norwegian Customs does not have any shipments for storage. It is Posten that carries out the customs processing of all shipments transported by us. If your shipment is for customs processing, it is Posten you must contact.

• Delivery/pick-up of packages from abroad and customs clearance

  From the time we process your shipment through customs, it can take a few days before it arrives at the pick-up location. You will be notified when it is ready for pick-up.