We’re truly sorry to hear that you felt disappointed with your experience 🤍
Your order included several items that were on backorder, which required additional time before dispatch. This timeframe was indicated on the product pages at the time of purchase, and our team remained responsive and in contact throughout the process to provide updates and support. Once the stock arrived, your parcel was dispatched promptly using the DHL Express service selected at checkout.
During this period, we also offered the option to change the shipping method to Standard International and refund the difference in cost due to the backorder. The order proceeded with DHL Express and was sent using that selected method once all items became available.
The additional amount requested upon delivery is a customs/import fee applied by authorities in the destination country. These charges are not collected by us, are separate from the shipping fee paid at checkout, and are determined by government regulations and the carrier. Information regarding potential customs duties and import fees for international orders is outlined in our shipping policy.
We always aim to respond promptly, communicate transparently, and support our customers at every stage of their order journey, and we’re sorry to hear that this experience did not meet your expectations.
We genuinely care about our customers’ experience and appreciate the opportunity to address your concerns.