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HI, Many thanks for taking time to provide your feedback. I'm pleased to hear that you are overall happy with the service however you found the cost of shipping a bit more expensive than expected. Its been a difficult year, many budget services have been removed from our offering as they have not been commercially viable due to lack of passenger flights which many budget operators use. Also almost all couriers have added a surcharge to help them cover the extra costs of dealing with the pandemic. We are hoping we are through the worst and with an increase of passenger flights the budget services may be viable again soon and we can offer some more cost effective options for small lower value goods. Shipping prices are also based on the amount of space the shipment takes up, this is called the volumetric weight. However when the actual weight is higher than the volumetric weight, the shipping fees would be charged on the actual weight. I see that on your shipment the volumetric weight was higher and that you didn't take advantage of our combine and repack service. We offer a combine and repack service where our processors assess how your goods are packed and reduce the overall size where possible. This ensures that you obtain the maximum value for shipping and may be something you consider when you ship again. The option should be available from your inbox. I hope this all helps and please feel free to contact our Customer Service team if you have any other questions. Kind regards Tracy.

Hi, Many thanks for your feedback. I'm really sorry to hear that your goods have not been repacked to our usual standard, I see that you have not reported this damage to our Customer Service team so we haven't had a chance to investigate this for you fully. My initial findings are that a new employee has repacked your goods and looking at your comments I believe further training is required to ensure that goods are packed to our usual standard. I have asked one of the customer service team to contact you shortly to request some further information so we can look to compensate you for the damage caused. Please accept my sincere apologies for this situation, this is not our usual standard of repacking, I know this is very disappointing seeing as this is your first shipment with us however I hope we can rectify the situation and give you confidence to use our services again in the future. Kind regards, Tracy.

Hi Mohammed, I'm really sorry to hear that you haven't received the expected level of service from our Customer Service team and have emailed you separately to try to rectify the situation. I hope to hear from you soon. Many thanks, Kind regards, Tracy.