I’m writing this review to document my experience in a factual and transparent way, especially for customers ordering from the EU.Order placed and paid on 24 November.The shipment was sent the same day.On 26 November, the parcel arrived at German customs and got stuck there.From that point on, I received no proactive support and no clear guidance. To move things forward, I had to take care of everything myself, including multiple emails, follow-ups, phone calls, and eventually a formal written letter to customs. Only after that did I finally receive a response.On 6 January, the parcel was officially returned to the UK.Today, I finally received a partial refund. However, it was incomplete. Compared to the original payment minus shipping, around 40–50 EUR are missing.To be fair, communication was responsive for most of the process, and a partial refund was issued. What disappointed me most was the clear gap between the initial promises (“no matter what happens, we’re always here to help”) and what actually happened once a real problem occurred.When I questioned the refund discrepancy, the tone of communication suddenly changed and became unprofessional and disrespectful, including being told to stop messaging and that I was “annoying.”For me, this is not primarily about the money, but about accountability and professionalism. EU customers should be aware that if a shipment gets stuck at customs, you may be left to handle the entire process yourself and still not receive a full refund.
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