Thank you so much for placing your order with us, we truly appreciate your support.
We’re really sorry to hear about the experience you had with the shipping process. Just to clarify, the customs duties and import fees are applied by the destination country’s government (in this case, Canada), and are unfortunately outside of our control. These charges are typically collected by the carrier (like DHL or the local postal service) at the time of delivery, and they vary depending on the item value, category, and import laws of the country.
We shipped your order promptly from the United Kingdom, but once it reaches international borders, custom clearance and delivery handoff to the local postal service can sometimes cause delays - especially if customs processing takes longer than expected.
We understand how frustrating this can be, and we’re always here to help provide tracking information or assist wherever possible from our end.
Thanks again for your order and for taking the time to share your feedback.
