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Hi Şükrü, Many thanks for your feedback. We are sorry to hear that you felt dissatisfied with our services in relation to your recent repack and shipping experience from our EU warehouse. I have sent you a direct email to discuss this matter with you in more detail and we can hopefully look to fully resolve any concerns or issues you may have. Please keep an eye out for my email. Kind Regards Hayley

Hi there. Many thanks for your message. We are sorry to hear that you feel dissatisfied. Please note that all of our shipping rates 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. I can see that you chose to send your package with UPS Express service due to this being the most cost effective courier option, at the time of shipping, based on the greater chargeable weight of your package for shipping which. in your case, had been based on the volumetric weight of the package (size of the package) rather than the actual weight of the goods. If you had chosen to submit a combine and repack request for your package, containing the pair of shoes, it may have been possible for our repack team to reduce the original dimensions of the box containing the pair of shoes or simply allocated the contents to a smaller box. However, please note that, it is more difficult to fully reduce the overall chargeable weight or volume of packages containing shoes if the original shoes boxes are to be retained. Shoe boxes can cause a lot of unnecessary excess space within a package and does mean that the overall size of package that is containing shoes in shoe boxes cannot always be successfully reduced. 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. Combine and repacking may be a better option dependent on the size of the packaging and if there is a lot of room for it to be decreased as this will mean the volumetric weight has been reduced. Where the Chargeable Weight has been determined by the Volumetric Weight it is a good idea to combine and repack your items into fewer or smaller packages to reduce costs and eliminate the risk of individual boxes going missing. We do provide information to assist you in making this decision. when you select 'Combine and Repack' option from your account. I hope the information I have provided to you is useful, we sincerely hope that this issue does not deter you from using our service again in the future and that you will reconsider your current rating of our service. If you do have any further questions or concerns please do not hesitate to get in contact with our Customer Experience team who will be more than happy to assist you. Kind Regards Hayley