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HI Detlef, Many thanks for your feedback. I'm really sorry to hear that you found the site hard to navigate, we do appreciate customer feedback and will therefore contact you directly to ask you to provide more details so we can look to improve our site. Customer feedback is very important to us especially in these kind of instances so we will do our very best to improve things from the information you provide us. Kind regards, Tracy.

Many thanks for your feedback I am sorry to hear you have still been experiencing issues with the delivery of your packages to the Germany address but you were satisfied with the support you received by our customer service team. Unfortunately we have no control for packages being returned to the original sender for failed courier deliveries to our warehouse addresses. The Germany warehouse address has now been well sign posted for our company on the external side of the building which should help avoid any further delivery issues for our customers orders going forward. All we can advise is that you ask the senders to state the company name and provide them with the courier contact number stated so the couriers can contact our Germany warehouse directly for assistance with locating the warehouse more easily.Please be mindful that shipments from our new EU warehouse to UK will be delayed due to customs clearance which can have an effect on the original estimated delivery/transit times stated by the couriers. The transit times quoted on payment are only a guideline and can never be guaranteed. Delivery is dependent on no unavoidable delays in delivery and local customs clearance which is beyond both our control and the couriers. I hope this information is helpful.Please don't hesitate to contact our customer service team if you have any questions or concerns. Kind Regards Hayley

Many thanks for your feedbackI am sorry to hear you experienced a delay with the delivery of your shipment from the couriers.Please be mindful that shipments from our UK warehouse will be delayed due to customs clearance which can have an effect on the original estimated delivery/transit times stated by the couriers. The transit times quoted on payment are only a guideline and can never be guaranteed. Delivery is dependent on no unavoidable delays in delivery and local customs clearance which is beyond both our control and the couriers.I hope this information is helpful.Please don't hesitate to contact our customer service team if you have any questions or concerns.Kind RegardsHayley

Hi there,Many thanks for your feedback.Currently, all customers are restricted to ship alcohol directly from their accounts themselves.I believe you would have been notified to contact us at customer services to assist with a repack service and to create a custom shipment for your alcohol package on your behalf.I am sorry that you have experienced some confusion with the processes through our service and miscommunication in your email responses from our customer service team. I believe the reason why my colleague notified you that we could not ship your alcohol to UK was because your account shows the country of registration as United Kingdom and I can see your billing address is registered as a UK address. However my colleague clearly did not check your registered shipping address as Germany before responding. We are sorry for any delay or inconvenience caused.We have recently taken on some new members in our customer service team and they are still in the training stages gaining the knowledge of how our service works. Our pay pal authentication process is a new security requirement that has been deployed on our system to ensure all pay pal payments are protected for both our customers and our service. The authentication email would only be sent out to the pay pal email address once and as long as the payment authentication email is responded to by the customer once, by clicking the green 'YES' button, this email would not be sent again unless the pay pal email address changed at any point.I am glad to hear that your shipment was delivered to you successfully and we do hope you will not be deterred by this experience and that you will consider using our services again in the future Once again we are sorry for any delay or inconvenience caused. If there is anything else I can assist with please don't hesitate to get in touch.Kind RegardsHayley

Hi there, Many thanks for your feedback. I can see you have processed three shipments through our services from our UK warehouse. Our shipping rates are reviewed each year, with each of the courier services, to make them as cost effective as possible. The prices with the couriers are based on the volume or weight of packages that we receive and we do also apply our service charge to the overall shipping prices, with the couriers, as a percentage. Please be aware that it is a service that you are paying for through our company as well as shipping. I can also see that you have only shipped plush/soft toys which do not carry a huge amount of weight but can create a high amount of volume within a package. Volume of packages can make the overall cost of shipping more expensive especially if the items being shipped are very light in weight. The chargeable weight for shipping prices with our couriers will be based on either the volumetric weight (size of the package) or the actual weight of the goods-whichever is greater. I have checked your recent DHL shipment and this shipping price was calculated by the volume rather than the actual weight of the goods due to the plush toys. It would be advised for you to add more packages/ items to each of your shipments rather than shipping one single package with a low weight overall and this should ensure your overall shipping price is more cost effective for you because you would be shipping more goods but for a similar cost. I hope this information is helpful for you. Please don't hesitate to contact our customer services team if you have any more questions or concerns. Kind Regards Hayley