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Hi, Many thanks for your feedback. I'm sorry that you have been charged additional fees due to the shipping fee being included on your shipment paperwork however many countries require this to be shown so it is added to commercial invoice as default. We do however have an option for customers to remove this information from their commercial invoices if this information is not required, I will ask one of our Customer Experience agents to contact you shortly to ask them to explain how you can remove this option when shipping to ensure that you do not encounter these charges again in the future. I hope this helps and that this issue won't deter you from using this service again in the future. Kind regards, Tracy.

Hi, Many thanks for your feedback. I'm pleased to hear that the communication you have had with us and the information provided has been very good however there was a delay in delivering your shipment. I have checked the details registered on your account and I can't see that you have provided us with a Postcode. Please could you update this information on your account so we can include the information next time you ship. Thank you for your custom so far and we look forward to helping you ship again soon. Kind regards, Tracy.

Hi, Many thanks for taking the time to feedback on our services. I'm sorry to hear that you have been unable to anticipate the cost of shipping from your mobile phone before choosing which address you shipped your goods. I'm not sure why this would be as you should be able to access the pricing quote page from a mobile as well as a desktop computer. I will ask our Customer Support Specialist to contact you directly by email to ask more questions so we can identify why this was the case. I see the items you received to the Guernsey address were low value, this address is mainly aimed at receiving higher value items where the saving on vat is more beneficial to the customer than an economy shipping service. Due to the tax free warehouse being on one of the channel islands the infrastructure is limited with only one sailing/flight in and out per day. This makes shipping to and from this facility slightly higher than the mainland address and we are currently only limited to a DHL shipping service. I hope this helps explain the reason for the limited services available from the UK tax free address versus the UK mainland address and help you decide which address to use going forward. Please feel free to ask any further questions relating to the two addresses when you receive our email and our agent will be very happy to assist you. Kind regards, Tracy.

Hi, Many thanks for your feedback, I'm sorry to hear that your chosen service was not as you expected. I have noticed that you chose a basic economy service which does have a longer transit period than some of our other services and basic tracking. This kind of services are generally used by customers looking for a very cheap service when the goods are low value and they are not in a hurry to receive the goods. For a speedy delivery I would always recommend using one of the well know couriers such as DHL who offer a much speedier and reliable service. I do sincerely apologise if you weren't aware of the transit times for this service and the parcel has not arrived in time for the wedding, I know this must be very disappointing for you. I have asked one of our Customer Experience agents to contact you directly to assist you further until the safe arrival of your package. Kind regards, Tracy.