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EMS Korea to UK

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Just awaiting a shipment from Korea using EMS. Never used before. Goods arrived at Heathrow 27.02 and status online says "ready for customs clearance" 

 

Been nearly a week in that status.  Is that normal or does the receiver need to prompt them or do anything different such as initiate contact to pay duties and taxes?

 

Anyway to identify the company handling the shipment on behalf of EMS in the UK?

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