Hi Martino,
Thank you for taking the time to share your feedback with us. We’re truly sorry to hear that your experience caused frustration, and we appreciate you being open about your concerns.
From your comment, we understand that the unexpected customs-related costs were particularly disappointing. Please rest assured that we take this type of feedback very seriously, and I will personally share your comments with our management team. Insights like yours are important to us as we continuously work to improve both our communication and the overall customer experience.
That said, we would also like to kindly clarify how shipping options are presented for transparency. Once products are added to the cart and the shipping address is entered, the checkout page displays three different shipping methods, each with its own description. To better understand your experience, I recreated your order by adding the same products and entering your delivery address, and the available shipping options and explanations were clearly shown at that stage.
After reviewing your orders, I can see that the FedEx Economy shipping option was selected. With this option, customs duties, VAT, and related fees are handled by the recipient. Alternatively, the FedEx Priority + Customs Fees option includes full coverage of customs-related charges by us. Selecting this option would have avoided any additional costs upon delivery.
We’re genuinely sorry for the inconvenience this caused and appreciate you sharing your perspective. If you’d like to discuss this further or need any assistance, our support team would be more than happy to help.
Best regards.
