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What to do if…
customs or border officials hold an item you need for your trip and you are unsure what to do next

Short answer

Get written confirmation of what happened (detained vs seized), the reason, and a reference number/receipt — then make a “keep travelling” plan that does not depend on getting the item back today.

Do not do these things

  • Do not argue, raise your voice, or obstruct — it can escalate and slow everything down.
  • Do not leave without paperwork (or at least a clear reference number, who seized it, and how to follow up).
  • Do not sign anything you do not understand — ask what it means in plain language first.
  • Do not volunteer extra device/account access “to speed things up.” Ask what is required, under what power, and what will be recorded on the notice/receipt.
  • Do not miss your departure because you’re waiting for a “maybe” outcome — set a cut-off time and move on.

What to do now

  1. Switch to “documentation mode.” Calmly ask:
    • “Is this item being detained temporarily, or seized?”
    • “What is the reason/category?”
    • “What is the reference/case number, and which office should I contact?”
  2. Get something in writing before you walk away. Ask for the seizure/detention paperwork (or a receipt) showing:
    • description of the item, date/time, location, your details, and the reference number
    • who seized it (Border Force or HMRC) and what your next options are
  3. Ask one practical “can it be resolved today?” question.
    • “If I can show proof of ownership/purchase, a prescription, an authorisation, or pay any duty/fee, can it be released today?”
    • If the answer is “no,” stop negotiating and move to travel + follow-up.
  4. If it’s medication or a medical device, state that clearly and show what you have.
    • Show the pharmacy label, prescription, or clinician letter if available.
    • Ask what documentation they need for review or release, and assume you may still need a replacement plan.
  5. Separate “travel” from “item recovery.”
    • If you can still travel, proceed with check-in/security/boarding and handle recovery later using the reference number.
    • If you cannot travel without it, step aside and rebook only after you have the paperwork/reference number.
  6. If it was in checked baggage or a shipment, contact the right party immediately.
    • Baggage: airline baggage desk — ask them to record that the item/bag is being held by border officials (get a reference).
    • Courier/shipment: the carrier — ask exactly what document they need from you (invoice, proof of ownership, licence/permit).
  7. If it has been seized, choose the correct UK process (don’t try to do everything at once).
    • Challenge the seizure as unlawful (Notice of Claim): HMRC/Border Force must receive your notice of claim within one calendar month of the date shown on the seizure notice/receipt (as stated on the official notice).
    • Ask for the item back even if the seizure was lawful (Restoration request): HMRC/Border Force should receive the restoration request within 45 days of the date shown on the seizure notice/receipt (as stated on the official notice).
    • Use the address/contact details shown on your notice/receipt and quote the reference number every time.
  8. Create a replacement plan in parallel (so you’re not stuck).
    • Identify what the item enables (dose, charger type, work login, baby feeding, adaptor).
    • Get the fastest substitute: airport purchase, local pharmacy, buy on arrival, rental, or a courier to your destination.
  9. Write a 60-second incident note for yourself.
    • Date/time, location, what was taken, what you were told, and the reference number (plus officer name if offered).

What can wait

  • You do not need to decide today whether to make a formal complaint or seek legal advice.
  • You do not need to “win the argument” at the counter — your priority is paperwork, reference numbers, and a workable travel decision.
  • You do not need perfect wording now; a clear follow-up is easier once you’re calm and have the notice in front of you.

Important reassurance

It’s normal to feel embarrassed, angry, or panicked when something you rely on is suddenly held. Getting the situation into writing (what happened, why, and the reference number) is the fastest way to regain control.

Scope note

This is first-step guidance to stabilise the situation and avoid irreversible mistakes. The correct longer-term route depends on whether the item is detained, seized, restricted/prohibited, or simply needs paperwork/fees.

Important note

This is general information, not legal advice. Border and customs powers and processes vary by item type (especially medicines, food, plants/animal products, cash, and restricted goods). Always follow the specific instructions and deadlines written on your official notice/receipt.

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