Changed to a 3-star because the company has since offered a full refund. I appreciate that they have FAQs explaining the charges, but this is really a poor customer experience, and they could do a lot to improve it. It would take very little effort to automate a simple email to customers ordering delivery in the UK, asking them to check whether their order includes any additional charges. The customer service was appalling; proceeding with a partial refund without consulting the customer first is simply careless.----I’ve bought from Vallon before and was happy with my first order, but this second experience has been a disaster.I was charged nearly £50 in UK customs fees—something I wasn’t expecting, since my previous order had arrived without any issues. When I contacted customer service, they just pointed me to a note buried in their FAQs. That’s not helpful: most people won’t think to go hunting through FAQs for something that should be clearly flagged at checkout, especially when ordering from the UK post-Brexit.I contacted them to return the items, and without even confirming or acknowledging that, Vallon issued a partial refund for a fraction of what I had paid, no explanation, no breakdown, no heads-up that I’d be liable for return costs.The whole exchange felt careless. For a premium brand, I expected better treatment, or at the very least, basic communication. I won’t be ordering again, and I’d advise UK customers in particular to think twice before they do.
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Classic Style, Maximum Performance. Sports eyewear combining classic design with high-performance technology.
