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Hi, Many thanks for your feedback. I see that there was an issue with the allocation of one of your parcels however this was resolved within 24 hours, please allow a few hours after delivery for your parcels to be allocated to your accout. We do always aim to book parcels as quickly as possible after arrival however this can take several hours due to the volumes we receive through the door. For pricing I see that you did not take advantage of our combine and repack service for this shipment, this service is offered from your inbox before shipping. When a request is received our warehouse team evaluate the parcel and look to repack reducing the overall size of the package. Shipping prices are generally calculated on the amount of space the shipment takes up in transit, this is called the volumetric weight. The actual weight is only used to calculate the shipping price when this is higher than the volumetric weight. I see from your last shipment that the volumetric weight was higher than the actual weight so it may have been possible to reduce the size of the parcel which would have lowered the shipping cost. Please contact our Customer services if you require any assistance with this service and they will be happy to guide you through the process. Kind regards, Tracy.

HI, Many thanks for your great feedback. Shipping costs are based on the amount of space the shipment takes up whilst in transit, this is called the volumetric weight. It is only when the actual weight of the goods is higher than the volumetric weight, the actual weight is used to calculate the cost. I see from your last shipment that the volumetric weight was higher than the actual weight and that you did not take advantage of our combine and repack service. When retailers ship within the UK shipping fees are calculated on the actual weight and not the volumetric, which leads to retailers sometimes using one standardised box and shipping small items in a much larger box. This of course does not affect the price when shipping within the UK however does affect the shipping price when shipping internationally as the volumetric weight is most often used. For this reason we offer a combine and repack service, customers can choose this option from their inbox when they ship. On receipt of this request our warehouse team evaluate the package and reduce the overall size if possible still ensuring the goods are safe and secure for international transit. This often also helps reduce the overall cost. I hope this service may be of interest to you next time you ship, if you require any assistance with this service going forward please feel free to contact our Customer Services and they will be happy to help you with the process. Kind regards, Tracy.

Hi, Many thanks for your feedback. I'm pleased to hear that you feel the service was good however would like to freight prices to be a little lower. Please be assured that we do work regularly with the couriers to ensure that our customers are getting the best deal possible and the prices charged do include a full service including the use of the address, the accepting, processing, storing and dispatch of your goods including any export paperwork required. I do however appreciate everyone wants the best deal possible, unfortunately prices have risen this year due to all the courier services add additonal surcharges to cover extra costs during the pandemic. Hopefully in the coming months these additonal fees will be dropped. Thank you once again for your feedback and I hope we can help you with shipping again soon. Kind regards, Tracy.

Hi, Many thanks for your feedback. I'm sorry to hear that we have not provided you with the expected level of service on this occasion, when a parcel arrives and we are unable to identify the owner of the goods we place the package in a holding account until the owner of the goods contact us. When the owner the parcel is confirmed it is moved over to the correct account as quickly as possible so it can be shipped. I believe that you hadn't realised this package was missing until you received your shipment, which I know must have been very frustrating for you however we do always advise customers to ensure they carefully check their inbox to ensure everything has arrived before going ahead with shipping. I have emailed you separately so we can try to rectify the sitaution, I never like to hear that any of our customers are dissatisfied with our service. Our Customer Service team pride themselves on providing the best customer service possible and I do apologise if you feel this is not the case on this occasion. I hope to hear from you soon. Kind regards, Tracy.

Hi, Many thanks for your feedback. I have investigated this issue fully for you and see that we have been attempting to help you ship the goods however they are classed as dangerous goods so require special arrangements for shipping. Although we originally arranged shipping to your country you then decided to cancel the shipment and ship the goods to an alternative address in the Uk. Following this you then discovered that the retailer had sent you the incorrect goods and have now requested that the goods are returned to the sender. Please be assured that we are happy to help you with the return however you have not yet provided us with the return address. I have asked one of the customer service team to contact you to try to resolve the situation. I hope this helps. Kind regards, Tracy