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Hi, Many thanks for your feedback. I'm sorry to hear that your bag arrived with damage, I believe this is related to a manufacturer fault and not due to damage whilst the goods were in transit. I have asked our Customer Support Specialist to contact you directly to see how we can help you arrange the return and obtain a replacement bag. Kind regards, Tracy.

Hi, Many thanks for your feedback. I'm sorry to hear that it took so long for your shipment to be delivered, I have checked the tracking and can see that your shipment encountered some FedEx Operational delays initially and then there was an issue with the clearance of your goods once the shipment arrived in Chile. I do sincerely apologise for the delay this caused you and agree this is far too long for a parcel to be received. I will ask one of the Customer Experience Team to contact FedEx to see if they will offer any compensation for the delay you have experienced however since it is 2 weeks since the final delivery has it may now be too late to submit a claim for compensation. I have checked our emails and can't see that you brought this to our attention before you submitted this review, please always contact our Customer Experience team as soon as you encounter an issue either with a shipment and our team can contact the courier immediately providing you with full support until your shipment has been delivered. I hope this helps re-assure you going forward and that this won't deter you from using our services again in the future. Kind regards, Tracy.

Hi, Many thanks for your feedback however I'm sorry to hear that you are unhappy with the cost of using our service. I have checked the price paid for shipping your goods which included the Goods and Service tax on the value of your goods which is passed back to the Australian government and the total amount paid was £134.06 which converts to approximately $245 AUS not $400 so I'm unsure where this figure has come from. Shipping prices are based on the amount of space the shipment takes up in transit, this is called the volumetric weight. The shipping costs are only calculated on the actual weight if this is higher than the volumetric weight. When your goods arrived in three separate packages we recommended that we repacked them into one box, being ceramics, this was much safer and on completion of the repack this actually reduced the overall packaging of your goods. I have checked our pricing and this actually saved £33.19 overall from the original shipping price quoted. The price paid for shipping also includes the use of our address, the acceptance, processing, storing of your parcels until shipping and providing all the relevant paperwork for export from the UK. This includes the collection of Goods and Services tax on the UK to ensure that your shipments are cleared through customs much more quickly than if these fees were collected at the border. We feel that we offer a very good value for money service and I hope that you will consider using our service again in the future. Please feel free to contact our Customer Experience Team at any time if you have any other questions. Kind regards, Tracy.