Receiving a parcel
Everything you need to know when a parcel is on its way to you: tracking, customs and delivery.
Three things to do
So your parcel arrives without surprises.
Track your parcel
Ask the sender for the tracking number and enter it on our website.
Be ready for customs
International shipments may be subject to duties and taxes. We let you know if a document is missing.
Take delivery
Make sure the sender has your full address and a phone number you can be reached on.
Customs duties and taxes
When a parcel crosses a customs border, the destination country may charge import duties and taxes such as VAT. The amount depends on what's inside, its value and where it's coming from.
If duties apply and the sender hasn't paid them, we contact the recipient before delivery to explain the amount and how to pay.
Beware of scams. We never ask for payment by text message or through a link in an unexpected email. If in doubt, check your tracking on this website or contact us.
On delivery day
Keep your phone nearby
Our delivery partner may call to confirm the time or find the address.
Have ID ready
Some shipments, especially valuable ones, need a signature and proof of identity.
Check the parcel
If the packaging is damaged, say so to the driver before signing and take a photo.
Common questions
Where do I find my tracking number?
It's on the receipt you were given when you dropped off the parcel and in your confirmation email. It starts with RMI. If you're the recipient, ask the sender for it.
My tracking hasn't updated for several days
During sea freight or customs clearance, several days can pass between two updates. If nothing changes after the estimated delivery date, contact us with your tracking number.
What does "Delayed" mean?
An issue is holding up the shipment, for example a missing customs document or an incomplete address. Our team is dealing with it and will contact the sender or recipient if needed.
Will I have to pay customs duties?
It depends on the destination country, the contents and their value. When duties apply, we let you know before delivery.
What happens if I'm not in when the parcel arrives?
The delivery partner will try to contact you using the phone number given by the sender to arrange another delivery.
Expecting a parcel?
Enter the tracking number from the sender to see where it is and when it's due.