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uk Money & financial emergencies unexpected customs fee demand • urgent delivery fee text • parcel fee scam message • missed delivery payment request • unpaid postage fee notice • parcel stuck in customs claim • courier payment link text • fake delivery notification • smishing parcel message • phishing delivery email • unknown tracking number alert • pay to release package • delivery fee card scam • unexpected import duty demand • suspicious parcel invoice • redelivery fee request • fake courier website link • parcel you did not order

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

Short answer

Treat it as a scam until you independently confirm there’s a real parcel and a real fee using official routes you find yourself (not 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, or personal info (address, date of birth, passwords) to “release” a parcel.
  • Don’t feel pressured by countdowns, threats of return/destruction, or “final notice” wording.
  • Don’t pay by bank transfer, crypto, gift cards, or “payment vouchers” for a delivery fee.

What to do now

  1. Pause and capture evidence (without interacting).
    Screenshot it. Note the date/time, the sender address/number, the amount requested, and any tracking/reference number shown.

  2. Check whether a parcel is even plausible.
    Look at recent order confirmations/dispatch emails from retailers you recognise, and ask anyone you live with if they’re expecting a delivery to your address.

  3. Verify any tracking number independently (not via the message).
    Type the courier’s official website into your browser yourself and use their tracking tool.

    • If the tracking number doesn’t work on the official site, or the details don’t match what you know (retailer, delivery area), treat it as a scam.

  4. If it claims a “fee to pay” or customs charge (Royal Mail/Parcelforce/courier): only pay via an official route you reached yourself.
    If you can match the tracking/reference to a genuine retailer/sender, pay only on the courier’s official site or official app (downloaded from the legitimate app store), not via a link in the message.

  5. If you’re still unsure, contact the courier using official contact details you look up yourself.
    Ask them to confirm whether (a) a parcel exists and (b) any fee is due on that tracking/reference. If they can’t confirm, do not pay.

  6. If you clicked a link or entered details, act fast to limit damage.

    • If you paid or shared bank/card details: call your bank/card provider immediately (use the number on the back of your card or in your banking app). Tell them it may be a scam payment and ask what they can do to stop/recall it and protect your account (including cancelling the card if needed).
    • If you entered a password: change it immediately (and anywhere else you reused it) and turn on two-factor authentication where you can.

  7. Report it (this helps block future messages).

    • Suspicious texts (general): forward to 7726 (free) to report to your mobile provider.
    • Suspicious emails (general): forward to report@phishing.gov.uk.
    • If it claims to be Royal Mail: report it to reportascam@royalmail.com (for texts, send a screenshot; for emails, forward the email without clicking anything).
    • If it claims to be HMRC: forward suspicious texts to 60599 (your network rate may apply) or email phishing@hmrc.gov.uk.
    • If you lost money or shared details: report to Action Fraud / Report Fraud.

  8. If an unexpected parcel turns up anyway, don’t let that “prove” the message was real.
    You can often refuse delivery if you’re unsure it’s for you. If you accept it, keep the packaging/labels, and ignore any “pay now” link inside—verify any fees via official courier routes.

What can wait

  • You do not need to decide today whether to pursue the matter beyond making a basic scam report.
  • You do not need to “prove” anything to the sender of the message. Don’t engage.
  • You do not need to work out how they got your number right now—focus first on stopping loss and securing accounts.

Important reassurance

These “delivery fee/customs fee” demands are extremely common and designed to trigger fast payment. Taking a few minutes to verify through official channels is the safest move and often prevents any loss.

Scope note

This is first-steps-only guidance to prevent immediate financial harm. If money has left your account or you shared identity details, you may want follow-up support from your bank and specialist fraud support.

Important note

This is general information, not legal or financial advice. If you think you’re at risk of immediate financial loss, prioritise contacting your bank/card provider using official contact details.

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