forward2me Reviews

Hi there, Many thanks for your response. We are sorry that you feel dissatisfied with our service. When shipping to your country we are required to charge a Goods and Service Tax on both the value of the goods shipped and the service we provide. For this purpose we are required by your government to request and store a copy of the proof of purchase for the goods you are shipping. When prompted on your account you would have been asked to upload your purchase confirmation showing the description and value of the goods in each package so we can check the values added match the information entered and approve the document. The Australian GST is calculated at 10% of the total value of the goods and also 10% of the shipping costs and this is applied to your total shipping invoice when you process your packages with the required courier service for shipping. The documents need uploading before you would be able to proceed with the shipping. Once approved you would have been able to go ahead with requesting repack or immediate shipping via your inbox. Further information on GST can be found from the FAQ's pages from our main website. We do not mark all packages for repacking when they arrive to us but if the processing team verify that the current packaging for the goods is poor and insufficient for international shipping and feel your goods would be at risk of being damaged or if our processing team identify that there is a sufficient amount of excess space that could be saved if we can safely reduce down the current size of the package (s) and in turn lower the final courier shipping prices available to you these will be the to main reasons why we would mark packages for an advised additional repack service prior to shipping and customers can request this advised additional repack for directly from their accounts themselves by clicking the Combine and Repack option from their inbox. Due to the amount of packages we receive on a daily basis our combine and repacking service does get very busy, each repack request is verified and completed in the timely order that they are received to the warehouse so we have to advise customers to allow between 24-48 hours, or longer if requested during the weekends, for their repack requests to be completed. The item you were shipping appeared to be quite a large piece of artwork that was identified as requiring a repack service prior to shipping to ensure the item was safely and securely packed to avoid becoming damaged in transit with the couriers and because the artwork could not be reduced in size overall this will explain why you will have been charged a higher price for shipping. Volumetric Weight, sometimes referred to as dimensional weight, is a measure used by couriers like DHL and UPS to set the price of shipping items which are large in volume but relatively light in weight. In a case like this, Volumetric Weight is what determines the price of the shipping service. Volumetric Weight is calculated differently by service. DHL calculate it by taking the volume (height*length*width) of a parcel and dividing it by 5000. DHL provide an online tool for calculating Volumetric Weight. Combine and repacking can be a better option dependent on the type of goods, size of the packaging and if there is a lot of room for it to be safely decreased as this will mean the volumetric weight has been reduced. Unfortunately our repack service does always guarantee cost savings in shipping prices especially if the repack is carried for safety rather than economy. Please be aware that the transit times stated by the couriers from our website should only be seen as an estimate and can never guaranteed as these are subject to transit or connection delays and local customs clearance, further more the transit times for all shipments will only commence from the date of dispatch not from the date of payment. Please be aware that the transit times stated by the couriers from our website should only be seen as an estimate and can never guaranteed as these are subject to transit or connection delays and local customs clearance, further more the transit times for all shipments will only commence from the date of dispatch not from the date of payment. I have checked the storage time frame for your package from arrival through to shipping and your package was only stored within our UK warehouse for a total of 3 days and this includes the time taken to complete the advised repack service and also the booking and collection process by our dispatch team with the requested courier service. Your package originally arrived to us on 14th June, the repack request was submitted from your account on 15th June and completed less than 24 hours later on 16th June and your package was finally dispatched with the DHL couriers the following day 17th June. I hope the information I have provided to you is useful, we hope these issues do not deter you from using our services again in the future and you will reconsider your current rating of our service. If you do have any further questions or concerns please do not hesitate to get back in touch with our Customer Experience team from info@forward2me.com and one of our agents will be more than happy to assist. Kind Regards Hayley