What to do if…
customs or border officials have held an item you need for your trip

What to do now

1. Ask exactly what status the item has. Calmly ask:

   • “Is the item being detained temporarily, seized, or held for checks?”
   • “What is the reason or category?”
   • “What reference number should I use when I follow up?”
   • “Which office is dealing with it?”

2. Get the item into writing before you walk away. Ask for the seizure notice, detention paperwork, receipt, or written reference showing:

   • what the item is
   • the date, time, and location
   • your name and contact details
   • the reference number
   • whether HMRC, Border Force, or another office is handling it
   • what the notice says you can do next

3. Ask one practical release question, then stop negotiating if the answer is no. Ask:

   • “Is there anything I can show now, such as proof of ownership, a prescription, a licence, an import document, or duty payment, that could allow release today?”
   • If they say no, move to your travel decision and follow-up plan.

4. If it is medication or a medical device, say so clearly.

   • Show the pharmacy label, prescription, clinician letter, device documentation, or travel letter if you have it.
   • Ask what document they need for review or release.
   • Start a replacement plan straight away, such as contacting your prescriber, pharmacy, travel insurer, airline assistance desk, or medical support at your destination.

5. Separate the trip from the item recovery.

   • If you can travel safely without the item, continue with check-in, security, boarding, or onward travel using the reference number for follow-up.
   • If you cannot travel without it, step aside, get the paperwork or reference first, then contact the airline, travel company, hotel, insurer, or destination contact about rebooking or replacement.

6. If the item was in checked baggage or a shipment, contact the carrier now.

   • For baggage, ask the airline baggage desk to add a note that the item or bag is being held by border or customs officials, and get the airline’s reference number.
   • For a courier or shipment, ask the carrier what document they need from you, such as an invoice, proof of ownership, licence, permit, or customs declaration.

7. If the item has been seized, do not mix up the two main routes.

   • If you think customs was wrong to seize it: send a notice of claim. HMRC or Border Force must receive it within one month of the seizure. Use the reference number and follow the address or contact route on your notice.
   • If you want the item returned even if you accept the seizure: ask for restoration. Send the request as soon as possible, ideally within 45 days, because some items may be destroyed, sold, or dealt with sooner if they are perishable.
   • Check the exact date and instructions on your own notice before sending anything.

8. Make a replacement plan in parallel.

   • Write down what the item was needed for: dose, charger, work access, baby feeding, mobility, paperwork, clothing, or equipment.
   • Choose the fastest substitute: airport purchase, local pharmacy, replacement prescription, rental, buy on arrival, borrowed equipment, or courier to your destination.
   • Keep receipts if you may later need them for insurance, reimbursement, or a complaint.

9. Write a short incident note for yourself.

   • Record the date, time, airport or port, desk or area, what was held, what you were told, the reference number, and any officer or office name offered.
   • Photograph the paperwork if you are allowed to keep it.