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Hi there,Many thanks for your feedback.I can see you have processed four shipments through our services and three of your shipments have been shipped from our mainland UK warehouse.Our shipping rates for every warehouse are reviewed each year, with each of the courier services, to make them as cost effective as possible based on the volume of packages that we receive and we do also apply our service charge to the overall shipping prices, with the couriers, as a percentage. Please be aware that it is a service that you are paying for through our company as well as shipping.Our shipping rates from our UK warehouse are more competitive for international shipping more than our warehouse in Germany at the moment due to the volume of packages we receive to the new warehouses not yet being high enough to get variable rates for international shipping as the new warehouse in Germany is still becoming established within our services.I hope this explanation will encourage you to reconsider your current rating for our servicesPlease do let me know if you have any more questions or concerns.Kind RegardsHayley

Hi Olga, Many thanks for your feedback. I am sorry you feel dissatisfied with our services. I have been reviewing your email history with us and I can see one of your packages was identified to contain hand sanitiser or hand gel which was identified and classified as dangerous goods for international shipping through our services due to this being a flammable liquid. I understand that you had provided proof of your original order for this package and there was no hand sanitiser included in your original order. Please be aware that we do not know what is included in your orders until we receive the package and we are simply providing details of what is received within each package. Is it possible that the original sender of your order may have included the hand sanitiser in the package free of charge or as a promotional item? I can see the issue was easily resolve for you and the hand sanitiser was eventually removed from the package to allow you to proceed with shipping the package unrestricted. I can also see one of the items in your package was classified as food stuffs which we have to flag to ensure we can check for any import restrictions or requirements for customs in the destination country in relation to personal importations for food products. This issue was also resolved quickly for you and we were able to remove the food tag from your item to allow you to proceed with shipping your goods as normal from your account. We apologize for any inconveninece or delays these issues may have caused you for shipping. I do hope the information I have provided is acceptable and we do hope you will consider reviewing your current rating of our services. If you do wish to discuss this matter further please don't hesitate to get in contact. Kind Regards Hayley