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What to do if…
you get an urgent delivery or customs fee demand for a parcel you were not expecting

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Treat it as suspicious until you have checked, through a route you found yourself, that there is a real parcel and a real fee. Do not use the link, QR code, phone number, or app download in the message.

Do not do these things

  • Don’t click the link, scan the QR code, or download an app from the message.
  • Don’t call a phone number shown in the message or reply to it if it looks suspicious.
  • Don’t enter card details, bank details, passwords, date of birth, or address details to “release” a parcel.
  • Don’t let countdowns, “final notice” wording, or threats of return make you rush.
  • Don’t pay by bank transfer, crypto, gift cards, payment vouchers, or money transfer for a delivery or customs fee.
  • Don’t assume a message is genuine just because it uses a courier logo or has part of your name or address.

What to do now

  1. Pause and save the message without interacting with it.
    Take a screenshot. Keep the sender number or email address, the date and time, the amount requested, and any tracking or reference number shown.

  2. Check whether a parcel is plausible.
    Look at recent order confirmations and dispatch emails from retailers you recognise. Ask anyone at your address whether they are expecting a parcel or have used your details for a delivery.

  3. Check the tracking number without using the message link.
    Type the courier’s official website into your browser yourself, or use an official app you already trust. Search the tracking number there. If the number is not recognised, the delivery area does not match, or the retailer or sender does not match anything you know, be very cautious and do not pay.

  4. For a customs fee or “Fee to Pay”, verify before paying.
    A real customs or underpaid-postage charge may exist, but you should check it through the courier’s official tracking page, an official Fee to Pay route, or a card left by the courier. Do not pay through a link that arrived unexpectedly and pressured you to act.

  5. If the message claims to be from a courier, contact the courier using details you find yourself.
    Ask whether the parcel exists and whether a fee is due for that tracking number or reference. If they cannot confirm both, do not pay.

  6. If you clicked the link but did not enter details, close the page.
    Do not download anything from it. If you downloaded an app or file, disconnect the device from sensitive accounts for now and use trusted security help before logging in to banking or email on that device.

  7. If you entered card, bank, or account details, act on that first.
    Call your bank or card provider using the number on the back of your card, the number in your banking app, or another official route. Tell them it may be a scam payment or card compromise, and ask them to block the card, stop any payment they can, and secure the account.

  8. If you entered a password, change it from a safe device.
    Change that password immediately, and change it anywhere else you reused it. Turn on two-factor authentication where it is available.

  9. Report the suspicious message.

    • Forward suspicious texts to 7726.
    • Forward suspicious emails to [email protected].
    • If it claims to be Royal Mail, forward suspicious emails to [email protected], or send a screenshot of suspicious texts to that address.
    • If it claims to be HMRC, forward suspicious texts to 60599 and suspicious emails to [email protected].
    • If you lost money or were hacked, report it to Report Fraud if you are in England, Wales, or Northern Ireland. If you are in Scotland, report it to Police Scotland on 101.

  10. If an unexpected parcel arrives, keep it separate while you check.
    Do not treat the parcel as proof that the message was genuine. Keep the packaging and labels, do not scan payment links inside it, and verify any fee through the courier’s official route.

What can wait

  • You do not need to decide today whether to pursue the matter beyond securing your bank, account, or device and making a basic report.
  • You do not need to prove anything to the sender of the message.
  • You do not need to work out how they got your phone number or email address right now.
  • You do not need to pay immediately just because the message says the parcel will be returned.

Important reassurance

Scammers often use delivery and customs messages because they create urgency and look routine. Slowing down and checking through an official route is a safe, sensible response.

Scope note

These are first steps only, aimed at preventing immediate financial or account harm. Later decisions may need help from your bank, the courier, Report Fraud, Police Scotland, or another appropriate specialist service.

Important note

This is general information, not legal, financial, cybersecurity, or professional advice. If you think money may leave your account, contact your bank or card provider first using official contact details.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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