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Hi Peter. Many thanks for your feedback. I am sorry to hear that you feel dissatisfied with our services and that you have received some of your items in poor condition to your address. Please note, all damage or loss claims must be notified to us via email as soon as the shipment has been received so we can request the relevant images and documents from you that are relating to the goods in the shipment, so we can then proceed to determine liability for the damage and ensure we are still within the stated timeframe to be able to submit a claim to the courier if needed. All damage claims must be notified by us to FedEx in writing within 21 calendar days from the date FedEx accepted the shipment, failing which no action for damages may be brought against FedEx. I have checked the date that your shipment was dispatched from our UK warehouse up until the date of delivery and I am not sure we will still be within the 21 days timeframe to submit a damage claim with the courier for your shipment, if required, once we have further assessed the images of the damages to the packaging and to your goods. Please be assured we will work closely with you to try and get this matter resolved for you as quickly as possible. I will ask for one of my customer experience agents to reach out to you via email to request the required images and documents for a damage claim ready to escalate this issue to the FedEx couriers as soon as possible. Please keep an eye out for our email. I hope this helps you further. Kind Regards Hayley

Hi there, Many thanks for your feedback. I am sorry to hear that you feel dissatisfied with our services and that you have received some of your items in poor condition to your address in Japan. All damage or loss claims must be notified to us via email as soon as the shipment has been received so we can request the relevant images and documents from you that are relating to the goods in the shipment, so we can then proceed to determine liability for the damage and ensure we are still within the stated timeframe to be able to submit a claim to the courier if needed. All damage claims must be notified by us to FedEx in writing within 21 calendar days from the date FedEx accepted the shipment, failing which no action for damages may be brought against FedEx. I have checked the date that your shipment was dispatched from our UK warehouse up until the date of delivery and we should definitely still be within the 21 days timeframe to submit a damage claim with the courier for your shipment, if required, once we have further assessed the images of the damages to the packaging and to your goods. I will ask for one of my customer experience agents to reach out to you via email to request the required images and documents for a damage claim ready to escalate this issue to the FedEx couriers as soon as possible. Please keep an eye out for our email. I hope this helps you further. Kind Regards Hayley

Hi Orli. Many thanks for your feedback. I am sorry that you feel dissatisfied with the shipping rates. 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 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. We understand that everyone is facing financially challenging times worldwide and the fluctuating fuel surcharge rates with each courier service are causing increases in the overall shipping prices we are currently offering. Some courier companies review their fuel surcharges once a month and others review and amend the fuel surcharges on a weekly basis and the courier services' are also having to apply additional emergency surcharge fees in relation to COVID restrictions from country to country. We apologize for any inconvenience or difficulties this may be causing all of our customer's. The items, pair of shoes, that you were shipping are fairly light in weight but much larger in volume/size. We may have been able to save you further costs on shipping if you had requested a combine and repack service for your package to try and reduce the size of the package further and lower your overall shipping price. We do know that it is difficult to successfully reduce sufficient volume for shoes due to the excess volume that is created from the shoes boxes themselves but we also do understand that if the shoes are being shipped for resale then the original shoe box would be required to support the resale price. I can see that the shipping cost with FedEx for your original package had been based on the size of the package at 3.43 kg rather than the actual weight of the goods 0.68 kg and although repacking the pair of shoes into a smaller package may have been more economic it is not always guaranteed that a combine and repack/reduction service will provide sufficient cost savings on the original shipping price with the courier as this is dependant on the types of items that are being repacked or reduced inside a package. If you should have any further questions or concerns please do not hesitate to get back in touch with our Customer Experience team who will be more than happy to assist you further. I hope the information provided to you is useful, we hope this issue will not deter you from shipping with us again in the future and you will reconsider your current rating of our services. Kind Regards Hayley