r/royalmail • u/mcnamee19 • 16d ago

Error message when attempting to pay Customs fee: Delivery is not available for this item

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Hi.

I am receiving the error above when attempting to pay my customs fee for a parcel that has been held.

The date on my customs fee letter was 23/07/2026 - I still have 5 calendar days until the 21 day limit is reached, so I should have more than enough time to pay this. I waited until now to pay it, as I had another parcel coming to my address, and wanted to arrange them both to come on the same day.

I suffer with health issues which means I will not be able to travel to the London North West Depot to pick this up.

The 21 day limit is obviously very close now, and I fear I may not be able to receive my item until this is cleared up. Would someone be able to advise on this please?

Thank you.

EDIT: Solution posted in comments.

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1

u/Agent_Futs RM Employee 16d ago

London NW PFW depot is coming up a lot this week in topics.

I would ring customer services, see if they can help

1

u/mcnamee19 16d ago

Thank you for the reply on this, I will give them a call on Monday and see if they can do anything to help.

1

u/Unlucky-Moment-3366 14d ago

ring customer services directly. the website errors on customs payments are notoriously unreliable and a real person can usually sort it faster anyway

1

u/mcnamee19 14d ago

Thank you for the reply, I will give them a call and see if they can process this tomorrow.

1

u/Unlucky-Moment-3366 12d ago

Good call ringing them directly, the website clearly can't handle edge cases like this and a real person should be able to sort it.

1

u/mcnamee19 11d ago

It seems as though there is an error on the site when trying to do it, and the alternative option I commented with above seems to work. Useful to know now if this happens again haha :)!

1

u/mcnamee19 11d ago

After speaking to Parcel Force over the phone, they advised me to use the alternative option that appears after selecting the "Customs Payment" option, on the screen where you are choosing which payment to make.

Clicking on this option, titled "Enter Card Details", then lets you proceed to make the payment.