CN22 Troubleshooting Support

To help identify and prevent common CN22 customs errors that cause Royal Mail or customs to return mail items, even when contents are low value or samples.

When a CN22 Is Required

A CN22 customs declaration is required when:

• Sending goods from Great Britain to all EU and non-EU countries.
• The value is £270 or less
• Sent by post (not courier)

Note: Documents only (paper with no commercial value) do not need a CN22.
Physical goods – including samples – always do.

Common Reasons Items Are Returned

If an item is returned as “non-compliant customs data”, check the following in order:

• ❌ Description too vague
• ❌ Zero or missing value
• ❌ Incorrect category ticked
• ❌ Missing or incorrect HS code
• ❌ Missing country of origin
• ❌ Form not signed or dated
• ❌ Weight/value doesn’t match postage label
• ❌ Envelope used when item should be a parcel
• ❌ Prohibited or misleading wording
• ❌ Sender details incomplete or unclear

Detailed Troubleshooting & How to Fix

1. Vague or Non-Specific Description

Most common cause of rejection:

❌ Examples that will fail:

• “Samples”
• “Boxes”
• “Items”
• “Merchandise”
• “Goods”

✅ Correct approach:
Description must state:

• What the item is
• Why it’s being sent

Example:

“Box samples – for evaluation, no commercial value”

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2. Zero or Missing Value

Customs does not accept £0.00 values, even for samples.

❌ Incorrect:

• £0.00
• Blank value field

✅ Correct:

• Assign a realistic low value

Guidance:

• Samples → £1.00–£5.00
• Multiple samples → total combined value

Example: Value: £1.00

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3. Wrong Category Selected

Ticking the wrong box triggers automated rejection.

Correct categories:

• ☑ Commercial Sample → samples, swatches, evaluation items
• ☑ Sale of Goods → items sold to recipient

❌ Do NOT tick:

• Gift (unless genuinely a personal gift)
• Other (unless no category fits)

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4. Missing or Incorrect HS (Commodity) Code

While not always legally mandatory, Royal Mail systems increasingly reject CN22s without HS codes.

Examples:

• Carpet samples (tufted): 5703
• Carpet samples (woven): 5702
• Paper samples: 4811

Guidance:

• If unsure, use the first 4 digits
• Never leave blank if goods are commercial or samples

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5. Country of Origin Missing or Wrong

Country of origin = where the goods were manufactured, not where they’re posted from.

❌ Incorrect:

• Leaving blank
• Writing “EU”
• Writing destination country

✅ Correct:

Country of Origin: United Kingdom (or actual manufacturing country)

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6. Unsigned or Undated CN22

Unsigned forms are frequently rejected.

You must check:

• Signature present
• Date completed

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7. Weight or Value Doesn’t Match Postage Label

Customs systems cross-check declared weight and value.

❌ Problems:

• CN22 says 0.05 kg but label shows 0.30 kg
• Declared value unrealistic for size/weight

✅ Fix:

• Ensure CN22 matches the postage system exactly

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8. Wrong Format: Letter vs Parcel

Items that are:

• Rigid
• Thick
• Contain multiple samples

➡ May not qualify as a letter or large letter.

Result: Returned or delayed.

Advice:

• If it doesn’t bend easily → treat as a small parcel
• Ensure paid postage matches physical format

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9. Problematic Wording That Triggers Rejection

Avoid phrases that customs systems flag:

❌ Avoid:

• “Free”
• “No value”
• “Promo”
• “FOC”
• “Marketing material”

✅ Use instead:

• “Low-value commercial sample”
• “For evaluation purposes”

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10. Incomplete Sender Details

Business senders must appear legitimate.

Required:

• Full name or company name
• Full address
• Postcode

❌ Abbreviated or unclear sender details may cause rejection.

CN22 Troubleshooting Support – Frequently Asked Questions