DHL Customs Parcel Issue

We have previously had positive experiences with DHL, which makes this situation all the more disappointing.

A parcel was sent from the UK to South Africa for my sister’s baby, containing hand-knitted items gifted by a friend. This is a personal gift with no commercial value and nothing that should reasonably require declaration beyond standard procedures.

However, the parcel is currently being withheld by customs, and my sister has been asked to pay an excessive fee without being provided with a clear or valid explanation. Despite multiple attempts to understand the reason for these charges, communication has been slow, unclear, and unhelpful.

In addition to the lack of transparency, the tone and approach from the company have felt unnecessarily persistent and dismissive - which is especially frustrating given that we are simply trying to resolve the matter fairly.

We are not disputing standard processes, but we do expect clear communication, reasonable justification for charges, and respectful engagement.

We would appreciate urgent clarification on:

* The exact reason for the charges being imposed * A breakdown of the costs * Why a personal gift of this nature is being treated in this way

We hope this can be resolved promptly and professionally.