Forward2Me

Hi Patrizio.

Many thanks for your feedback.

We are sorry that you feel dissatisfied, however, as per our terms of trade section 8, from our website, all shipments are dispatched through our services as 'Delivered Duty Unpaid' with all of the tracked couriers from all of our available warehouses. We don't have the accreditation to carry out the customs clearance and calculate the duties for the goods in advance. Any duties and taxes owing for shipments upon import into the destination country would be the responsibility of the receiver to pay. If you are disputing the total duties and taxes that have been charged for your shipment, it is the responsibility of the receiver to contact the courier from the destination country to review the charges further. We are not responsible for the duty and tax rates that are applied for shipments and all duty and taxes rates do vary from country to country. To avoid paying additional taxes we would advise for you to consider shipping from our Germany warehouse address.

I hope this helps you further and answers your concerns.

Please do let me know if you have any more questions or concerns and we would appreciate for you to reconsider your current rating.

Kind Regards

Hayley

Hi Kyriakos.

Many thanks for your feedback.
We are sorry that you feel dissatisfied.

Please note that all of 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. I can see that your package was marked as requiring a repack service prior to shipping and you chose to repack and send your package with DHL Express service. However, please note that, it can be more difficult to fully reduce the overall chargeable weight or volume of packages containing shoes if the original shoes boxes are to be retained. Shoe boxes can cause a lot of unnecessary excess space within a package and does mean that the overall size of package that is containing shoes in shoe boxes cannot always be successfully reduced.

Volumetric Weight, sometimes referred to as dimensional weight, is a measure used by couriers like DHL and UPS to set the price of shipping items which are large in volume but relatively light in weight. In a case like this, Volumetric Weight is what determines the price of the shipping service. Volumetric Weight is calculated differently by service. Combine and repacking may be a better option dependent on the size of the packaging and if there is a lot of room for it to be decreased as this will mean the volumetric weight has been reduced. Where the Chargeable Weight has been determined by the Volumetric Weight it is a good idea to combine and repack your items into fewer or smaller packages to reduce costs and eliminate the risk of individual boxes going missing. We do provide information to assist you in making this decision. When you select 'Combine and Repack' option from your account.
I have checked the original package dimensions and it appears that our warehouse team did not repack or amend the original dimensions of the package or the repack request was rejected once you had submitted it due to there being no sufficient volume to save. Please be assured I have flagged the 2 separate repack fees that were charged to you and we have refunded both repack fees back to your payment method as an apology for this oversight with your package.

Please keep an eye out for the total refund amount returning to your credit card account within the next 5-7 business days.

I hope the information I have provided to you is useful, we sincerely hope that this issue does not deter you from using our service again in the future and that you will reconsider your current rating of our service.
If you do have any further questions or concerns please do not hesitate to get in contact with our Customer Experience team who will be more than happy to assist you.

Kind Regards

Hayley

Hi Maksym,

Thank you for sharing your positive experience with ordering a laptop from Amazon.de shipping to our Germany warehouse to your address at Zagreb. It's great to hear that you didn't encounter any issues during the process and that the Customer Experience team was able to assist you with your questions.

If you have any more feedback or if there's anything else we can assist you with in the future, please don't hesitate to reach out.

Many thanks,
AF