Missing parcel cleared UK customs 2 weeks ago?

[Dawn01]

Does anyone know if this is normal please? I have tracking for a parcel sent from the USA, tracking says it cleared customs on 25th September but Royal mail tracking still says awaiting parcel. Is this on its way slowly or lost forever? I don't know what to do, I bought through Etsy and they say there's nothing they can do because seller has sent the item! It just seems a long time from clearing customs to getting to Royal mail.
Dawn

[SpacePhoenix]

What's the tracking number?

[TrueBlueTerrier]

Does anyone know if this is normal please? I have tracking for a parcel sent from the USA, tracking says it cleared customs on 25th September but Royal mail tracking still says awaiting parcel. Is this on its way slowly or lost forever? I don't know what to do, I bought through Etsy and they say there's nothing they can do because seller has sent the item! It just seems a long time from clearing customs to getting to Royal mail.
Dawn

USPS are the only company in the UK that scan their parcels AS they hand them over to Custom, so its likely this is the scan you have seen.

If you use http://parcelsapp.com/en to track your item it handily tells you which company made which scan, my guess is that the last one was USPS.

typically the USPS scans into Customs look something like

Processed Through Facility UNITED KINGDOM USPS

or

Departed LONDON, UNITED KINGDOM

The first physical scan by Royal Mail is usually:

Item Received LANGLEY HWDC, United Kingdom

[Dawn01]

Tracking was through Etsy, last one said released by UK customs, I typed the tracking into UPS and it said this looks like a Royal mail tracking number, so typed it into royal mail and it is theirs, their tracking still says 21st September - Sender dispatching item

[TrueBlueTerrier]

Tracking was through Etsy, last one said released by UK customs, I typed the tracking into UPS and it said this looks like a Royal mail tracking number, so typed it into royal mail and it is theirs, their tracking still says 21st September - Sender dispatching item

I would go back to ETSY then just to confirm they rely on a different scan than the USPS one. Have you tried the tracking app I linked above? sometimes its more accurate than Royal Mails public one, and sometimes not.

[Dawn01]

Hi yes tracking is all correct and last tracking still says it cleared UK customs at the end of September and then nothing and Royal mail tracking still says awaiting parcel. Is there any number you can call for customs for them to either find your parcel or refund?
Thanks

[TrueBlueTerrier]

follow the links - it can be tortuous till you get to an online claim form for the service used. https://personal.help.royalmail.com/app ... ims-centre

Although technically the claim should be made by the sender and with the originating postal service.