I ordered to the UK over a month ago, and twice they couldn't provide the correct details to get through customs. In the end, they told me the package had been lost... and issued a refund. Who knows.... Leggi di più
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Purchased three items from website, 2 days later receive an email saying two of them not actually in stock. Dealt with very politely and refunded quickly, so can't fault the customer service at all,... Leggi di più
The website ships from the Netherlands, this is only mentioned at checkout & if like me you miss the warning, you get stung with ridiculously high import charges. So technically my own fault for not s... Leggi di più
Happy with the ordering process and quality of bags ordered. Point lost due to use of UPS who seem to rival Evri for delivery uselessness. Email said delivery on Tuesday, then Wednesday before settlin... Leggi di più
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271 recensioni
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Ha risposto al 14% delle recensioni negative ricevute
Solitamente risponde entro 1 settimana
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Rip off delivery prices
Wanted to buy a £10 item but delivery was £25!!! It was a mug, small and light so delivery fee was a rip off.
It has a .co.uk domain so you think they are a UK based company but instead they come from Europe and as well as the expensive delivery fee you also pay custom charges too.
Stop pretending you’re a UK firm.
21 febbraio 2022
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Risposta di Outdoorsupply.co.uk
Dear Lai Lok,
Thank you for your review.
Our company and warehouse are based in the Netherlands. This change in delivery prices is unfortunately the result of Brexit, where the UK has left the EU. Therefore, shipping to the UK became more expensive.
We are very sorry that we cannot do more for you and sincerely apologise for any inconvenience that this change in UK/EU trade law may cause.
Kind regards,
Etrias Customerservice
Shipping from Netherlands = big import bill to the UK
I also just received a huge bill for customs duty. I specifically searched out a UK website to avoid shipping from Europe. When I complained and the company pointed out that they have a couple of red bars warning you on checkout (which I missed) but seriously, this is a .co.uk website advertising in pounds with a UK based customer services helpline. It wouldn't take much to be upfront with their customers and point out they're shipping from the Netherlands on their homepage or near the price when it is shown in sterling.
20 febbraio 2022
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Risposta di Outdoorsupply.co.uk
Dear Duncan Hume,
Thank you for your review.
We are sorry your experience with our webshop wasn't succesfull. We entirely understand your frustration at these circumstances and we sincerely apologise that a tariff now has to be added to the cost of your order.
This change in policy is unfortunately the result of Brexit, where the UK has left the EU. A tariff or customs duty must be placed on all parcels being shipped between the UK and EU-member states. Unfortunately, this policy is now EU and UK law, which means that is not within our power to change, adapt, or waive tariffs or duties placed on parcels that are shipped from our warehouse in the Netherlands to customers based the UK.
Once again, we are deeply sorry that we cannot do more for you and sincerely apologise for any inconvenience that this change in UK/EU trade law may cause.
With kind regards,
Etrias Customerservice
Rapid service and quality item
Rapid service and quality item - very happy with all from start 2 finish...
16 gennaio 2022
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Great site!
The whole website was very well laid out and intuitive. I found my product quickly and went through the checkout painlessly. A great range of products with the only downside being the very expensive shipping costs. That said I'd still recommend and would happily buy again.
1 gennaio 2022
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Excellent service!
Absolutely brilliant company, cannot fault the service.
Well done for exceptionally fast delivery.
Thank you and best wishes to all for a happy healthy Christmas!
13 dicembre 2021
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Watch out for Duty fees
I unfortunately fell into the same trap that many other UK based people experienced. There was no indication of the amount of duty to be paid when imported into the UK, so unfortunately ended up with a bill that cost about 50% of the jacket price.
Aside from this, the website interface was easy to use, they had a broad range of products at a good price, and delivery was expedient; hence 3*
13 dicembre 2021
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Buyer beware
Buyer beware. This is company with a .co.uk website, but the goods are shipped from the Netherlands, so it's really lacking in transparency and is quite disingenuous to have a UK website.
Having already paid a large delivery cost, on any item over £150, you will then be charged customs duty and my bill was £72, which includes UPS brokerage charges. This business model is doomed as customer expectations are just not managed well at all. There is indeed small print that if you can find, advises the customer of the issue re customs charges. Heaven forbid you want to return the product as you will have a double whammy and need to pay their customs charges for them to take receipt and refund.
I am sure I will get a standard comment explaining all the customs duty, and if that degree of explanation was transparent on the website, I suggest it would save much time and energy on both sides, and customer expectations would be managed
The google posting detailed below and is actually not true. There is no FREE SHIPPING NOR FREE RETURNS
Your Outdoor Shop Online | Outdoorsupply.co.uk
We offer a large collection of outdoor and travel accessories from top brands at low prices. ✓Pay Afterwards ✓ Free Shipping & Returns.
Real shame as product offering is great, but the culture and values of this company are not aligned with their products.
9 dicembre 2021
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Risposta di Outdoorsupply.co.uk
Dear Brakemkiwi173,
Thank you for your review. We are sorry to hear that your experience with Outdoorsupply has not been what you expected.
First of all, it is true that we have to pay customs once we import products from the EU to the UK. This is also mentioned on the website during checkout. See the following: "Please note: because your shipping address is located outside of the EU the VAT will expire. Please note that the customs at your country will levy duties on this purchase." And, "Please note: Our warehouse is located in the Netherlands. If you want to return your order, this will be at your own expense. Furthermore, due to Brexit, an extra duty or customs charge may be incurred when returning your order to our warehouse from the UK."
This means that we warn every customer before checkout. We understand from your story that you would have liked it to be communicated in more places or more clearly. Unfortunately, this is not the case. The customs that must be paid are costs that the UK government has determined. So when you order a product outside the UK the import and return costs are always at your own expense. We understand that this is unfortunate but unfortunately these are the new rules following the Brexit.
If you would like to be in touch with us about this, we would be happy to receive an email so we can discuss it with you.
Kind regards,
Customer service Etrias
Awful experience
Awful experience. Website has a .co.uk address but ships from Netherlands. Therefore, £92 of customs charges added to a £300 item and now way to stop UPS from turning up to deliver and cannot be returned until customs charged paid, item received and then sent back. Website doesn't make this clear. Probably ending up £150 out of pocket as the item is not a good fit so has to be returned.
16 novembre 2021
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Risposta di Outdoorsupply.co.uk
Thank you for your review.
Firstly, we would like to apologise for any inconvenience caused. We are sorry to hear that you are not satisfied with the situation.
Our company is based in the Netherlands, which means that all orders with the UK as the shipping destination that have a value of GBP 135 or higher will incur a customs duty. This is a direct result of Brexit and the trade rules that are now in place between
the UK and EU.
This new trade system has been in effect since the 1st of January 2021, and for this reason we have had warnings in place at the checkout since the end of December for all customers who choose 'United Kingdom' as the country of destination while placing their order. The warning appears in red at the top of the checkout page and states that we are based in the Netherlands and that an import fee will be levied on all parcels shipped to the UK.
The fee is determined by customs and by UPS themselves during the customs process. It is therefore not possible for us to know what the fee will be before shipping, because
we are not involved in the calculating process and every fee is uniquely based on each parcel. We are unable to waive or change the import fee, as this is out of our control and is now mandated by new trade laws between the UK and EU.
If you no longer want to receive your order, we can ask UPS to return the parcel to us. If you already received your order and you want to return it, you can send it back on your own costs. However, that if the parcel is returned to us, the outstanding or a new import fee will be charged to our UPS account. For this reason, if a order is returned to us, we will have to pay the import fee. The cost of the import fee will therefore be deducted from your refund, so you would receive a partial refund for your order.
This is all stated on our websites since the 1st of January 2021.
Our apologies for the whole situation, unfortunately we can't provide any other solution.
Kind regards,
Etrias customerservice
Excellent product this company is excellent
Kept informed re the purchase
Arrived within the specified time.
UPS App not very user friendly at all.
Brilliant Lomer women’s boots.
12 novembre 2021
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Missleading website
I was a returning customer and had bought a pair of walking boots from the company just over 2 years ago. I needed a new pair of boots and went back to this company on their UK website and saw the boots advertised at a reasonable price, after allowing for inflation. I therefore bought them as the price was reasonably competitive. To my surprise when they were being delivered the delivery company demanded a 35% increase on the purchase price (£59) which made the boots extremely expensive.
I accuse the company of misleading me as far as the advertised price of the boots were concerned and I strongly advise people who are tempted to use this company to be aware of the phrase, remember buyer beware (caviat emptor)! They claim that due to brexit duty has to be added to their prices but don't know what it will be and leave it to the delivery company to decide. How pathetic is that.
My advice is to buy from a UK based shop or UK warehouse where you will not be misled.
I am presently awaiting a refund but the company informs me that it will be reduced by the so called duty that the delivery company was going to charge me.
The company told me that at checkout, at the last gasp, there is a warning in red that they are a foreign company but I missed this warning so am partly to blame for this mess. However, in the circumstances I think this warning should have been prominent at the beginning of their web page.
Alex in Glasgow
7 novembre 2021
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Risposta di Outdoorsupply.co.uk
Dear Alex,
Thank you for your review and we are sorry to read that you are not satisfied with our website/the ordering process. Unfortunately, we never know how much the customs will be. This is something that is determined by the UK as these rules have changed due to Brexit. As you pointed out it is mentioned on our website and unfortunately you have not seen it. Then you would have known in advance that there would be extra costs on top of the purchase price.
Unfortunately, when a package is refused at the border by a customer, we still have to pay these customs. That is why we deduct these costs from the credit.
Once again, we are sorry that your experience with our company was not what you expected and we hope that we will see you again on our website.
With kinds regards,
Etrias Customer service
Jacket Bergans Women Myrkdalen Insulated Fogblue Dark Navy
Great deal and fast delivery.
25 ottobre 2021
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Do not order from Etrius unless you want to pay enormous import duties
I ordered the RAIN07 Ilse Jacobsen coat for £165.95 plus £9.95 shipping. When it was delivered I was told there was a £47.50 import duty to pay. I refused and phoned and emailed Etrius. I was told that they clearly stated there may be extra duty to pay. I agreed but felt that there was no indication that the duty could be so high and was it not possible for some kind of compromise. I was emailed again and told I would have to pay or the credit that I would receive for the coat would be minus the £47.50 duty. I emailed to say I could not afford the extra and I would have to take the reduced credit. I then got a patronising email back, explaining again how they would deduct the duty, as if I could not understand their previous email! All in all it was a totally negative experience. Customer service were completely unsympathetic and I would stress do not order from Etrius unless you are willing to pay the exorbitant import duties.
1 settembre 2021
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Risposta di Outdoorsupply.co.uk
Dear Pauline,
Thank you for your review.
We are very sorry to hear that you are so disappointed with the service received. Unfortunately, because of Brexit, import fees are now mandated by EU/UK trade law and must be levied on all parcels shipped between the EU and UK that have a value of £135 or higher. This is unfortunately entirely out of our hands. The import fee is calculated individually for each parcel after the parcel has passed through customs in the destination country; we are not involved in determining the fee in any way. We are unfortunately not able to change or waive the fee, because it is mandated by law, which means that a compromise on this matter is not possible; the fee must be paid one way or another.
We are very sorry that you are so upset by this extra charge and that it was higher than you had expected, and are truly sorry that there is nothing that could be done to change or waive the legally mandated import fee.
Kind regards,
Etrias Customer Service
We ordered an vango omega 250…
We ordered an vango omega 250 tent.ordering was simple. We recieved an email really quickly telling us when it would arrive. It came really quick however the email we recieved 2 days later from the couriers telling us we had a £95.00 import tax was a blow to the head.after sending an email to the company asking where this was mentioned anywhere on ordering, 6 days later I am still waiting for a reply. I tried calling the company several times but no one answered. After reviewing the website and reading the terms and conditions it is still a mystery how import tax can be charged when it had free shipping. We was in a catch 22 position; we couldn't get hold of anyone in the company, if we didnt pay the £95.00 we wouldn't get the tent and the company would have our initial payment and tent. Reluctantly we had no solution but to pay. We could have bought a family sized tent for the overall cost we was charged
20 agosto 2021
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Risposta di Outdoorsupply.co.uk
Dear Sean,
Thank you for your review. First of all, to clarify, we are based in the Netherlands, which means that an import duty will be placed on parcels imported from the EU into the UK. A red warning appears at the top of the checkout page for all customers who select the UK as the shipping destination. This is how we warn customers before ordering that an import duty will be levied. We are very sorry if you did not see this warning.
Furthermore, we are very sorry to hear that you have not received a reply from our company. I have double checked, but unfortunately, I cannot find any recent orders on our website with your name, or for the tent in question and can confirm that there have been no emails concerning the matter arriving in our inbox or spam.
If you would like to contact us regarding the matter, please email us at customerservice@etrias.co.uk, or call us at 01223 320693.
Kind regards,
Etrias Customer Service
I bought wonderful flipflops
I bought wonderful flipflops, but unfortunately there was a mix-up with sizes and they were too big. The customer service people at Etrias were unbelievably helpful, though, and dealt with this issue ever so well. Refreshing! Thank you very much.
9 agosto 2021
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Purchase a backback worth 176 pounds…
Purchase a backback worth 176 pounds and payed 50 pounds custom charges to uk ,two week later the wrong backpack was sent to me and I have to pay postage and customs back to Holland , going to cost me 276 pounds for a 176 pounds backpack. what a nightmare , uk shoppers beware, no help you are going to pay for any problems if your orders goes wrong
27 aprile 2021
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Risposta di Outdoorsupply.co.uk
Dear Antonio,
Thank you for your review.
We are very sorry to hear that you are so upset with the service received. I have taken a look for you and can see that the item that was delivered to you, as can be seen in the photos you have sent us, is the backpack that you ordered. There was a small change in colour in the zip tab (as this was a feature of last year's collection that has since been changed), but the backpack you received is in fact the bag you ordered. I can see that my colleagues have been in contact with you about this. Due to this fact, it is therefore not possible to compensate the return of your order.
As for the cost of the return of your order, we are very sorry to hear that you have had to pay so much for your return. We have been quoted by DPD that the return of your order (based on the weight and size, including tracking) should not cost more than 13 GBP. We therefore recommend using a different shipping company, as GBP 276 is not the standard rate and much cheaper shipping with tracking options are available.
We hope that this advice finds you before the parcel has been sent at the rate you have indicated. If you have any questions, please do not hesitate to contact us again at customerservices@etrias.co.uk.
Kind regards,
Etrias Customer Service
The products this company sells are…excellent they are anything but
The products this company sells are excellent, however this company with its UK web site, UK customer telephone number (Cambridge) is not as it seems. The Company IS DUTCH!!! therefore you get charged import tax on all goods!!!!! they will tell you that they warn you on the payments page with a red flash!! its not that obvious and being colour blind its not that red!! The phone transfers you aboard so the customer service is not UK.
IT's up to you if you wish to trade with them but they are willing to look British, but are quick to quote BREXIT as there excuse!!!!
TRADE WITH A UK COMPANY
30 marzo 2021
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Very slick website
Very slick website which was easy to navigate. Simple ordering process. Goods arrived earlier than expected. Excellent.
4 marzo 2021
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Fast delivery of product unfortunately
Fast delivery of product unfortunately
Item damaged but swift refund.
14 febbraio 2021
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Really fast delivery and great service
I ordered my Lomer shoes on Friday 5th Feb and they arrived the following Wednesday , I was expecting to have to wait much longer with Brexit but no! Great service from yourselves and the shippers.
13 febbraio 2021
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