Customer Reviews
Nothing is more important than the trust between us and our customers. Below you can find recent feedback from real people who have used our parcel forwarding service. We made this page in order to be transparent about what our customers are saying. We hope you find it useful!
Filters are defaulted to show Verified Reviews Only because we know these reviews are real. You can change filters to look at All Reviews but we can not be certain all these reviews are from real customers.
forward2me has no control over the feedback on this page unless it is abusive or defamatory - in which case the review platform typically removes it. Every review is shown unedited and in full.
Unverified Customer
05 August 2026
Unknown Shipment Details
Unverified Customer
05 August 2026
Unknown Shipment Details
I basically transferred one of my own extremely important and sentimental package to someone’s inbox!I was so stressed and one of the workers contacted me and fixed the problem super fast!!I’ve been using them for 6/7 months and by far are they the best
Parcel service in the world hands down
Parcel service in the world hands down
Thank you so much for taking the time to share your experience.
We completely understand how stressful it can be when a parcel contains items that are personally important or sentimental, so we're really pleased to hear that our team was able to step in, resolve the issue quickly, and give you peace of mind.
It's fantastic to know that you've been using forward2me for the past 6–7 months and that you've had such a positive experience with our service. We'll be sure to share your kind words with the team member who helped you.
Thank you for choosing forward2me, and we look forward to continuing to support your future shipments.
We completely understand how stressful it can be when a parcel contains items that are personally important or sentimental, so we're really pleased to hear that our team was able to step in, resolve the issue quickly, and give you peace of mind.
It's fantastic to know that you've been using forward2me for the past 6–7 months and that you've had such a positive experience with our service. We'll be sure to share your kind words with the team member who helped you.
Thank you for choosing forward2me, and we look forward to continuing to support your future shipments.
Unverified Customer
05 August 2026
Unknown Shipment Details
Lack of transparency around charges will leave you extremely out of pocket. 3x cost of original goods to ship from US to EU.
Thank you for taking the time to share your feedback.
We're sorry to hear that you were disappointed with the shipping cost.
From your comments, it appears your shipment contained perfume, which is classified as Dangerous Goods for air transport. These shipments must comply with strict IATA regulations, including the use of approved packaging, additional hazard labels, and specific documentation. In many cases, parcels also need to be repacked into a larger carton to ensure all required labels can be displayed correctly and safely.
We understand that these requirements can significantly increase the shipping cost. To help customers make an informed decision before shipping, we provide a dedicated perfume shipping quote on our website, which includes the additional Dangerous Goods handling charges.
We'd also like to clarify that we do not add a markup to courier charges. The shipping costs we quote reflect the courier's fees, along with any mandatory Dangerous Goods handling required to transport these items safely and legally.
We appreciate your feedback and will continue looking for ways to make our pricing and shipping requirements as clear as possible for customers.
We're sorry to hear that you were disappointed with the shipping cost.
From your comments, it appears your shipment contained perfume, which is classified as Dangerous Goods for air transport. These shipments must comply with strict IATA regulations, including the use of approved packaging, additional hazard labels, and specific documentation. In many cases, parcels also need to be repacked into a larger carton to ensure all required labels can be displayed correctly and safely.
We understand that these requirements can significantly increase the shipping cost. To help customers make an informed decision before shipping, we provide a dedicated perfume shipping quote on our website, which includes the additional Dangerous Goods handling charges.
We'd also like to clarify that we do not add a markup to courier charges. The shipping costs we quote reflect the courier's fees, along with any mandatory Dangerous Goods handling required to transport these items safely and legally.
We appreciate your feedback and will continue looking for ways to make our pricing and shipping requirements as clear as possible for customers.
Unverified Customer
05 August 2026
Unknown Shipment Details
Cant help but feel scammed by this company. There is nothing on their site that will prepare you for the prices they charge. Shipped $100 worth of fragrances from US to EU. "Repacking" and shipping cost $150. Import duties cost $110 ($30 of that is ADDITIONAL SHIPPING FEES). Absolutely ridiculous service avoid.
Unverified Customer
04 August 2026
Unknown Shipment Details
Jhe provided excellent customer service! It was my first time using Forward2Me, and I made a few mistakes. Jhe was incredibly patient, friendly, and understanding throughout the whole process. He replied quickly, explained everything clearly, and helped me resolve my issue. Thanks to his support, the whole experience became much easier. Thank you so much, Jhe!
Thank you so much for taking the time to share your feedback. We're delighted to hear that Jhe provided you with excellent support during your first experience with Forward2Me. We'll make sure your kind words are passed on to her. Your appreciation means a lot to us, and we're glad she was able to make the process easier for you. Thank you for choosing Forward2Me, and we look forward to assisting you again in the future.
TLS
04 August 2026
FedEx Connect Plus
T
Was really wanting to order something from overseas, but not allowed to ship it directly. Forward 2 me, solve the problem quickly and efficiently!
Thank you for your kind feedback! We're glad Forward2Me was able to help you receive your overseas purchase quickly and smoothly. We truly appreciate your support and are happy we could make the process easy for you. We look forward to assisting you again!
Sigrid Bucio
04 August 2026
FedEx Connect Plus
SB
Amazing!!! Everything 10/10. Service was incredible!!!
Thank you so much for your wonderful feedback! We're delighted to hear that you had such a great experience with our service.
mario pinho
04 August 2026
UPS Express Saver
MP
WOW!! What a great service. Easy to navigate platform and fast shipping. Will use again and again
Thank you for your feedback! We're glad you found our platform easy to use and were happy with the fast shipping. It's great to know you had a positive experience, and we look forward to serving you again.
Michael Lo
04 August 2026
FedEx Connect Plus
ML
Timely service. Received the package with no problems.
Thank you for your feedback! We're glad your package arrived on time and without any issues. We appreciate your support and look forward to serving you again.
M R
04 August 2026
FedEx Regional Economy
MR
The actual service was good, but there should be better information about how the EU calculates customs and VAT. With the current system, the VAT and customs fees are not only based on the goods value, but also the shipping cost. You should give your customers a hint of this fact, so that they can choose to reduce the declared goods value accordingly (at their own risk of course).
Thank you for sharing your feedback. We're glad to hear that you had a good experience with our service. We appreciate your suggestion regarding clearer information about EU customs and VAT calculations, and we’ll take this into consideration to help customers better understand the possible charges before shipping. Your feedback helps us improve our service and communication.
Unverified Customer
04 August 2026
Unknown Shipment Details
Forwarding a gaming chair from the German warehouse to Iceland — a big, awkward box that got automatically flagged on arrival as possibly needing a pallet, which would have added a lot of cost. Rather than leaving it at that, Jhe in customer service checked with the warehouse team, confirmed it could ship safely in its original manufacturer carton, and came back with a straightforward FedEx International Economy quote at a fair price.
What I appreciated: the flag was explained rather than just asserted, all costs were disclosed before anything was invoiced, and the replies were prompt and clear throughout. Shipping anything bulky to Iceland is normally painful and wildly expensive — this was neither. Parcel is booked and awaiting collection now.
(Germany warehouse, assisted by Jhe.)
What I appreciated: the flag was explained rather than just asserted, all costs were disclosed before anything was invoiced, and the replies were prompt and clear throughout. Shipping anything bulky to Iceland is normally painful and wildly expensive — this was neither. Parcel is booked and awaiting collection now.
(Germany warehouse, assisted by Jhe.)
Thank you for taking the time to share your experience! We're delighted to hear that Jhe was able to assist you by checking with our warehouse team and providing a clear and cost-effective shipping solution.
We're also glad our communication was prompt, transparent, and helpful throughout the process. Your kind words mean a lot to us, and we appreciate you choosing Forward2Me. We look forward to assisting you again.
We're also glad our communication was prompt, transparent, and helpful throughout the process. Your kind words mean a lot to us, and we appreciate you choosing Forward2Me. We look forward to assisting you again.
Unverified Customer
04 August 2026
Unknown Shipment Details
representative jhe in uk was halpfull and kind, item is now repacked for safety and heading my way!
Thank you for your kind feedback! We're glad to hear that Jhe was helpful and kind throughout the process. It's great to know your item has been safely repacked and is now on its way to you.
We appreciate your support and look forward to assisting you again.
We appreciate your support and look forward to assisting you again.
Peter Warwick
04 August 2026
FedEx Connect Plus
PW
Package processed quickly
Thank you for your feedback! We're glad your package was processed quickly. We appreciate your support and look forward to assisting you again.
Mr. Silva
04 August 2026
UPS Standard Single
MS
Great service.
Thank you for your feedback! We're glad to hear you had a great experience with our service. We appreciate your support and look forward to assisting you again.
Unverified Customer
03 August 2026
Unknown Shipment Details
As the company I purchased from did not deliver to my BT address, I used Forward2Me. An account was set up, identification number allocated, DPD delivered to the shipping address in Preston and the parcel was checked with photographic ID provided. There was a slight delay before the item showed up in my account and onward delivery was processed, but Elvie provided excellent customer support while this was successfully resolved. My parcel was then delivered by DPD to my home. Many thanks to Elvie and Forward2Me.
Thank you for sharing your experience with us.
We're pleased to hear that Elvie was able to assist you and resolve the issue with your parcel. Your patience and kind words are truly appreciated, and we'll be sure to pass your feedback along to her.
Thank you for choosing Forward2Me. We look forward to serving you again!
We're pleased to hear that Elvie was able to assist you and resolve the issue with your parcel. Your patience and kind words are truly appreciated, and we'll be sure to pass your feedback along to her.
Thank you for choosing Forward2Me. We look forward to serving you again!
Unverified Customer
03 August 2026
Unknown Shipment Details
Rose was so helpful and great to work with. She responded to every email promptly and professionally.
Thank you for sharing your feedback! We are delighted to hear about your positive experience with Rose.❤️
Unverified Customer
01 August 2026
Unknown Shipment Details
Kaye was awesome! Very friendly, prompt and helpful. This is my first time using this service and I love it. I already placed a second order immediately after receiving my first package to try them again. It’s so easy to use and they’re so fast. I can now get all the packages I’ve been missing out on because of them.
Thank you for sharing your feedback! We are delighted to hear about your positive experience with Kaye.❤️
Unverified Customer
31 July 2026
Unknown Shipment Details
Servizio di reshipping ottimo, veloce ed efficiente.
Attenzione ai costi stimati di spedizione, al momento del preventivo mi è stato comunicato un costo di circa 50€.
Arrivato l’oggetto al loro magazzino mi hanno costretto a re-imballare il pacco, aumentandone dimensione e peso, facendomi scattare (senza possibilità di scelta) nella fascia di costo più alta.
L’assistenza clienti è molto gentile, ma tergiversano parecchio, rispondendo a mail importanti dopo alcuni giorni….
Ottimo servizio, ma da rivedere ASSOLUTAMENTE la trasparenza verso il cliente.
Attenzione ai costi stimati di spedizione, al momento del preventivo mi è stato comunicato un costo di circa 50€.
Arrivato l’oggetto al loro magazzino mi hanno costretto a re-imballare il pacco, aumentandone dimensione e peso, facendomi scattare (senza possibilità di scelta) nella fascia di costo più alta.
L’assistenza clienti è molto gentile, ma tergiversano parecchio, rispondendo a mail importanti dopo alcuni giorni….
Ottimo servizio, ma da rivedere ASSOLUTAMENTE la trasparenza verso il cliente.
Unverified Customer
31 July 2026
Unknown Shipment Details
First experience with Forward2me. Would not use again. My UK package was delivered to them and when they did not log it after 2 business days, as their website says. I had to report package missing and call them (no answer, leave a message) to try to get them to find the package. Finally got the email my package was ready to ship. Went into account and they should just be able to put new label over existing but FORCED me to "repackage and ship" the one and only item I had shipped to them, citing "irregular size". The item is a piece of clothing in a soft envelope, with a very regular size, according to their measurements. After I pick repackage, a message pops up that there are 426 packages in front of mine to be repackaged and shipped and my package would be in storage for 28 days!!! In addition, the lowest cost to send the item to the US, with a weight of 1 lb, on FedEx, is going to be around $50. I know this is not the going rate, as I have relatives in the UK and it never costs them $50 to send 1 lb, unless it is a expedited 2-day service. Again, I would never use them again. I was in a hurry and didn't do my research. My bad.
Thank you for taking the time to share your experience with us. I’m sorry that your first experience with Forward2me has been frustrating, particularly with the delay in receiving your parcel and the additional steps required before it could be shipped.
I’d like to clarify why the **repackaging option was required**. Repackaging is not intended to create an unnecessary additional step or charge. Our warehouse team assesses parcels based on their dimensions, packaging condition, and whether the existing packaging is suitable for international transportation. If a parcel is flagged as having an irregular size or packaging that cannot safely accommodate the outbound shipping label, the system may require it to go through our repackaging process.
Repackaging allows our warehouse team to:
* Check that the contents are securely packaged for international transit.
* Reduce unnecessary packaging or excess dimensions where possible.
* Ensure the parcel can be safely labelled and processed by the selected courier.
* Potentially reduce the **volumetric weight**, which can affect the shipping cost.
I completely understand your frustration after seeing that there were already **426 parcels ahead of yours in the repackaging queue**. We appreciate that this is particularly disappointing when you were expecting to send a single item that was already packaged and ready to go.
Regarding the shipping price, international courier rates are unfortunately not directly comparable with what a private sender may pay when shipping through a different service or account. The price shown in your Forward2me account is based on the courier service available to us, the shipment's origin and destination, the parcel's actual/volumetric weight, and the applicable courier surcharges. That said, we understand why the cost may have come as a surprise.
We also apologise for the delay in initially registering your parcel. We understand that having to contact us to report the parcel as missing, followed by the subsequent repackaging requirement and queue, made the overall experience much more frustrating than it should have been.
We genuinely appreciate your feedback, and I’m sorry we did not provide the smooth first experience you expected. We will also review why the parcel was classified as requiring repackaging, as well as the handling delay, to make sure the process was applied correctly.
I’d like to clarify why the **repackaging option was required**. Repackaging is not intended to create an unnecessary additional step or charge. Our warehouse team assesses parcels based on their dimensions, packaging condition, and whether the existing packaging is suitable for international transportation. If a parcel is flagged as having an irregular size or packaging that cannot safely accommodate the outbound shipping label, the system may require it to go through our repackaging process.
Repackaging allows our warehouse team to:
* Check that the contents are securely packaged for international transit.
* Reduce unnecessary packaging or excess dimensions where possible.
* Ensure the parcel can be safely labelled and processed by the selected courier.
* Potentially reduce the **volumetric weight**, which can affect the shipping cost.
I completely understand your frustration after seeing that there were already **426 parcels ahead of yours in the repackaging queue**. We appreciate that this is particularly disappointing when you were expecting to send a single item that was already packaged and ready to go.
Regarding the shipping price, international courier rates are unfortunately not directly comparable with what a private sender may pay when shipping through a different service or account. The price shown in your Forward2me account is based on the courier service available to us, the shipment's origin and destination, the parcel's actual/volumetric weight, and the applicable courier surcharges. That said, we understand why the cost may have come as a surprise.
We also apologise for the delay in initially registering your parcel. We understand that having to contact us to report the parcel as missing, followed by the subsequent repackaging requirement and queue, made the overall experience much more frustrating than it should have been.
We genuinely appreciate your feedback, and I’m sorry we did not provide the smooth first experience you expected. We will also review why the parcel was classified as requiring repackaging, as well as the handling delay, to make sure the process was applied correctly.
Unverified Customer
29 July 2026
Unknown Shipment Details
Elvie was extremely quick to respond and super helpful throughout the entire process. Thanks to her excellent support, all of my items arrived safely and in great condition. I will definitely use Forward2me Germany again!
Thank you so much for your wonderful feedback! We’re delighted to hear that Elvie was quick to respond and provided such helpful support throughout your experience.
We’re especially pleased that all your items arrived safely and in great condition. We’ll be sure to share your kind words with Elvie and the team.
We look forward to assisting you again with your next shipment through Forward2me Germany! 😊
We’re especially pleased that all your items arrived safely and in great condition. We’ll be sure to share your kind words with Elvie and the team.
We look forward to assisting you again with your next shipment through Forward2me Germany! 😊
Unverified Customer
29 July 2026
Unknown Shipment Details
I know I was relentless but time difference and never using before but a lot of people there ran hoops for me and I really appreciate the work ethic! Being so far away it was wonderful when they showed me everything that was going on with the warehouse activity!!! Thankyou, Thankyou,Thankyou!!! Joyce was really a big help!!!!
Thank you so much for your incredibly kind words! Please don’t worry at all—we completely understand how stressful it can be when you're dealing with a new service, especially across different time zones.
We're so glad our team was able to support you and keep you updated on what was happening with your shipment and the warehouse. It means a lot to hear that you appreciated the effort and dedication from the team.
We'll be sure to share your wonderful feedback with Joyce as well. She'll be delighted to know how much her help meant to you. Thank you again for your patience, understanding, and for taking the time to share such lovely feedback! 😊
We're so glad our team was able to support you and keep you updated on what was happening with your shipment and the warehouse. It means a lot to hear that you appreciated the effort and dedication from the team.
We'll be sure to share your wonderful feedback with Joyce as well. She'll be delighted to know how much her help meant to you. Thank you again for your patience, understanding, and for taking the time to share such lovely feedback! 😊
Unverified Customer
29 July 2026
Unknown Shipment Details
Joyce at Customer Experience Team has been very helpful in answering my question about the shipping arrangement and solution to expedite the process. I give it 4 star as logistic procedure is way too complicated and there is no response until I submit an online enquiry. There is an issue with their package handling that need some improvement.
Thank you for taking the time to share your feedback. We're delighted to hear that Joyce was helpful in answering your questions and assisting with a solution to help expedite the process.
We also appreciate your honest feedback regarding our logistics procedures, response times, and package handling. We understand that there are areas where we can improve, and your comments are valuable in helping us identify where we need to do better. We'll make sure your feedback is shared with the relevant teams.
Thank you again for your patience and for recognising Joyce's efforts. We truly appreciate it.
We also appreciate your honest feedback regarding our logistics procedures, response times, and package handling. We understand that there are areas where we can improve, and your comments are valuable in helping us identify where we need to do better. We'll make sure your feedback is shared with the relevant teams.
Thank you again for your patience and for recognising Joyce's efforts. We truly appreciate it.
Silvio José Fernández
29 July 2026
FedEx Connect Plus
SJF
Excellent service. High logistical efficiency and spectacular human support. Fast and reliable package forwarding. Recomended!
Thank you so much for your fantastic feedback! We're delighted to hear that you were impressed with our logistical efficiency, fast and reliable package forwarding, and the support provided by our team.
Your recommendation means a lot to us, and we truly appreciate you choosing Forward2me. Thank you! 😊
Your recommendation means a lot to us, and we truly appreciate you choosing Forward2me. Thank you! 😊
Unverified Customer
28 July 2026
Unknown Shipment Details
A true Efficient, courteous, fast and professional handling of technical issues that arose prior to shipment by Kaye in the German warehouse out of a genuine desire to help.
Thank you so much for your wonderful feedback! We're delighted to hear that Kaye was able to assist you efficiently, courteously, and professionally. It's great to know that she went above and beyond to resolve the technical issues before your shipment and that her genuine desire to help made a positive difference.
We'll be sure to share your kind words with Kaye and the team.
We'll be sure to share your kind words with Kaye and the team.
Unverified Customer
28 July 2026
Unknown Shipment Details
I worked with Rose to get a shipment from the UK to California. She was helpful, professional and went out of her way to help.
Thank you so much for your kind feedback! We're delighted to hear that Rose was helpful, professional, and went above and beyond to assist with your shipment from the UK to California. We'll be sure to share your lovely comments with her. We really appreciate you taking the time to share your experience!
Unverified Customer
28 July 2026
Unknown Shipment Details
806887 York House, Green Lane West, Preston, Lancashire, PR3 1NJ, United Kingdom - The warehouse people and especially my contact Joyce has been very helpful expediting my case, and helping me understand possible issues and how to declare things correctly.
Thank you so much for your wonderful feedback! We’re delighted to hear that Joyce and our warehouse team were able to assist you and help expedite your case. It’s great to know that Joyce took the time to explain the process, clarify potential issues, and guide you on how to declare your items correctly. We truly appreciate your kind words and will be sure to share your feedback with Joyce and the team. 😊
Unverified Customer
28 July 2026
Unknown Shipment Details
Unfortunately, the service is absolutely terrible. An item went missing months ago from my Guernsey address. More recently, I had a shipment at my Japan address that I wanted to send to a friend; however, they delayed shipping it by 10 days. By the time it was sent, my friend had already traveled, so the shipping company returned the package to them a month ago, yet it still hasn't appeared in my account. I believe you should be wary of dealing with them if you care about the safety of your goods.
I’m very sorry to hear about your experience and completely understand why you would be frustrated, particularly after experiencing issues with both your Guernsey and Japan shipments.
We sincerely apologise for the delay in sending your Japan shipment and for the inconvenience this caused, especially as the timing meant your friend had already travelled by the time the parcel was dispatched. We also understand your concern that the returned parcel has still not appeared in your account. This is certainly not the level of service we aim to provide.
We would very much like the opportunity to investigate both matters and understand exactly what has happened. If you could please contact our Customer Experience team with your account details and any relevant shipment references, we can review the history of the missing Guernsey item and trace the returned Japan shipment to determine where it currently is and what happened.
We’re genuinely sorry for the frustration and disappointment this experience has caused, and we appreciate you bringing these concerns to our attention.
We sincerely apologise for the delay in sending your Japan shipment and for the inconvenience this caused, especially as the timing meant your friend had already travelled by the time the parcel was dispatched. We also understand your concern that the returned parcel has still not appeared in your account. This is certainly not the level of service we aim to provide.
We would very much like the opportunity to investigate both matters and understand exactly what has happened. If you could please contact our Customer Experience team with your account details and any relevant shipment references, we can review the history of the missing Guernsey item and trace the returned Japan shipment to determine where it currently is and what happened.
We’re genuinely sorry for the frustration and disappointment this experience has caused, and we appreciate you bringing these concerns to our attention.
Unverified Customer
28 July 2026
Unknown Shipment Details
I appreciate the prompt response from Kaye through email and WhatsApp. My issue was resolved in less than 24 hours.
Thank you so much for your kind feedback! We’re delighted to hear that Kaye was able to assist you promptly through both email and WhatsApp, and that your issue was resolved within 24 hours. We truly appreciate your support and are glad we could provide you with a quick and efficient service. 😊
Unverified Customer
27 July 2026
Unknown Shipment Details
Rose from Uk location was fantastic. Rose notified me of a potential delay in the shipment and solved it right away and let me know that the shipment was back on schedule. Thanks Rose
Thank you so much for your wonderful feedback! We're delighted to hear that Rose kept you informed about the potential delay and was able to resolve the issue promptly, getting your shipment back on schedule.
We'll be sure to share your kind words with Rose — we're sure she'll be very pleased to know that her support made such a positive difference. Thank you for choosing Forward2me! 😊
We'll be sure to share your kind words with Rose — we're sure she'll be very pleased to know that her support made such a positive difference. Thank you for choosing Forward2me! 😊
Unverified Customer
27 July 2026
Unknown Shipment Details
These guys are super professionals.
I tested them with on Germany-UK service, one item first, 3 after and 15 parcels combined and repacked...I received the parcel exactly how I need it: clean and very safe packed.
I'm very glad I found them.
Very good and clear communication, on website and email. Their customer service is one of the best i interacted lately, they respond to your query excluding templates and personalizing the responses.
They have fair prices on their services, helping indirectly my business and I consider it already my collaborator.
Well done guys! And thank you!
I tested them with on Germany-UK service, one item first, 3 after and 15 parcels combined and repacked...I received the parcel exactly how I need it: clean and very safe packed.
I'm very glad I found them.
Very good and clear communication, on website and email. Their customer service is one of the best i interacted lately, they respond to your query excluding templates and personalizing the responses.
They have fair prices on their services, helping indirectly my business and I consider it already my collaborator.
Well done guys! And thank you!
Thank you so much for your wonderful feedback! We're delighted to hear that you tested our Germany-to-UK service with different parcel quantities and that everything arrived exactly as you needed—clean, secure, and safely packed.
It’s fantastic to know that you’ve been happy with our communication and personalised customer service. Hearing that you already consider us a collaborator in supporting your business truly means a lot to our team.
It’s fantastic to know that you’ve been happy with our communication and personalised customer service. Hearing that you already consider us a collaborator in supporting your business truly means a lot to our team.
Unverified Customer
27 July 2026
Unknown Shipment Details
Very disappointing experience. Before the delivery, I contacted Forward2Me to ensure everything was in order and informed them that I was aware customs duties had to be paid. I was told that, if necessary, their warehouse team could initially cover the customs charges and I would be notified to reimburse them. However, the customs duties could only be paid in cash at the time of delivery. Instead of accepting the package and handling the payment as indicated, the package was refused and returned. This directly contradicted the assurances I had received from customer service and resulted in me losing my order. I expected much better communication and coordination from a forwarding service.
Thank you for sharing your feedback, and we are truly sorry for the disappointing experience you had with your shipment.
We understand your frustration, particularly as you contacted us in advance and were advised that the warehouse team may be able to initially cover the customs charges and that you could reimburse us afterwards. We appreciate that this understandably led you to expect that your parcel would be accepted upon delivery.
Unfortunately, the customs charges for your shipment required payment in cash at the time of delivery, and our warehouse was unable to make this payment on your behalf. We acknowledge that this was not clearly communicated to you beforehand, and we sincerely apologise for the confusion and inconvenience this caused.
Moving forward, we cannot guarantee that our warehouse will have cash available to pay these charges on your behalf. If the courier requires cash payment upon delivery and the charges cannot be settled, the parcel may be refused and returned to the sender.
To avoid any delays or issues with delivery, we recommend arranging for any applicable customs charges to be paid in advance where possible, or selecting a delivery service that allows duties and taxes to be prepaid.
Thank you for your understanding.
We understand your frustration, particularly as you contacted us in advance and were advised that the warehouse team may be able to initially cover the customs charges and that you could reimburse us afterwards. We appreciate that this understandably led you to expect that your parcel would be accepted upon delivery.
Unfortunately, the customs charges for your shipment required payment in cash at the time of delivery, and our warehouse was unable to make this payment on your behalf. We acknowledge that this was not clearly communicated to you beforehand, and we sincerely apologise for the confusion and inconvenience this caused.
Moving forward, we cannot guarantee that our warehouse will have cash available to pay these charges on your behalf. If the courier requires cash payment upon delivery and the charges cannot be settled, the parcel may be refused and returned to the sender.
To avoid any delays or issues with delivery, we recommend arranging for any applicable customs charges to be paid in advance where possible, or selecting a delivery service that allows duties and taxes to be prepaid.
Thank you for your understanding.
Unverified Customer
26 July 2026
Unknown Shipment Details
I was a client of this terrible company and I used their USA warehouse. I have worked with 5-6 other forward companies and I can say that forward2me is the WORSE BY FAR.
More than 3 WEEKS to finish a consolidation!
More than 10 days to answer to a ticket!
On top of that, they lost a video game and I had to wait 1 more month to get compensation for that
If you want to have peace of mind CHOOSE ANOTHER FORWARD COMPANY!
More than 3 WEEKS to finish a consolidation!
More than 10 days to answer to a ticket!
On top of that, they lost a video game and I had to wait 1 more month to get compensation for that
If you want to have peace of mind CHOOSE ANOTHER FORWARD COMPANY!
Hi Ioannis,
Thank you for taking the time to share your feedback.
We are truly sorry to hear about your experience with our USA warehouse, as well as the delays you faced with your consolidation request, ticket responses, and the missing item claim. We hold ourselves to a much higher standard, and we acknowledge that our processing and communication turn-around times fell far short of your expectations—and our own. While we are glad our team was able to process compensation for the missing item, we completely understand your frustration regarding how long the overall process took.
Your feedback has been escalated directly to our operations and customer experience management teams so we can address these bottlenecks and operational errors. Although we regret losing your business, we appreciate the opportunity to learn from this and improve our service.
We wish you all the best with your future shipping needs.
Thank you for taking the time to share your feedback.
We are truly sorry to hear about your experience with our USA warehouse, as well as the delays you faced with your consolidation request, ticket responses, and the missing item claim. We hold ourselves to a much higher standard, and we acknowledge that our processing and communication turn-around times fell far short of your expectations—and our own. While we are glad our team was able to process compensation for the missing item, we completely understand your frustration regarding how long the overall process took.
Your feedback has been escalated directly to our operations and customer experience management teams so we can address these bottlenecks and operational errors. Although we regret losing your business, we appreciate the opportunity to learn from this and improve our service.
We wish you all the best with your future shipping needs.
Unverified Customer
26 July 2026
Unknown Shipment Details
I was a client of this terrible company and I used their USA warehouse. I have worked with 5-6 other forward companies and I can say that forward2me is the WORSE BY FAR.
More than 3 WEEKS to finish a consolidation!
More than 10 days to answer to a ticket!
On top of that, they lost a video game and I had to wait 1 more month to get compensation for that
If you want to have peace of mind CHOOSE ANOTHER FORWARD COMPANY!
More than 3 WEEKS to finish a consolidation!
More than 10 days to answer to a ticket!
On top of that, they lost a video game and I had to wait 1 more month to get compensation for that
If you want to have peace of mind CHOOSE ANOTHER FORWARD COMPANY!
Unverified Customer
26 July 2026
Unknown Shipment Details
Nica was very helpful. Great support, thank you!
Thank you so much for your kind feedback! We're delighted to hear that Nica was very helpful and provided great support. We'll be sure to pass your lovely feedback on to her. 😊
Unverified Customer
25 July 2026
Unknown Shipment Details
In my experience it is all very well reading reviews of how well things work. What really interest me, and is the real measure of a business, is what happens when there are problems, when things do not go according to plan. How well do the systems and people work then at resolving the problems?
My experience with Forward2Me in Japan and Nica in Customer experience fall into this category.
I ordered some Pilot fountain pens and some Iroshizuku inks from Amazon in Japan. There are much cheaper in Japan rather than buying in the UK, however Amazon will not ship direct.
The initial part of the transaction, from setting up the account with Forward2Me and then Amazon shipping to my “account” were flawless. Instruction Forward2Me to then ship onto me initially was also flawless. But, there was a problem with the paperwork they provided and DHL in Tokyo put the shipment on hold asking for Material Safety Data Sheets, and then requiring a change to the waybill showing that the inks were safe for air travel. Of course they are, but paperwork must be correct.
Unfortunately, despite Nica’s interventions, this revised requirement was not met in time by Forward2Me and the items were returned from DHL back to my account at Forward2Me. After further conversations and with Nica’s and Forward2Me’s to figure out exactly what paperwork was needed for the next delivery attempt was fast. From leaving Forward2Me in Tokyo to arriving in Wales at the delivery address was just 48 hours.
So, at the beginning of this review I mentioned how well do the systems and people work when things don't work is, for me, an important measure of a business's teams. My experience with Nica, and Forward 2Me is that they are capable of working to resolve an unusual problem. In an ideal world, it would have been resolved before being returned to Forward2Me from DHL, thus saving several days. However, I am grateful to both Nica and the team at Forward2Me for working together to resolve this for me, and I will happily use them in the future.
My experience with Forward2Me in Japan and Nica in Customer experience fall into this category.
I ordered some Pilot fountain pens and some Iroshizuku inks from Amazon in Japan. There are much cheaper in Japan rather than buying in the UK, however Amazon will not ship direct.
The initial part of the transaction, from setting up the account with Forward2Me and then Amazon shipping to my “account” were flawless. Instruction Forward2Me to then ship onto me initially was also flawless. But, there was a problem with the paperwork they provided and DHL in Tokyo put the shipment on hold asking for Material Safety Data Sheets, and then requiring a change to the waybill showing that the inks were safe for air travel. Of course they are, but paperwork must be correct.
Unfortunately, despite Nica’s interventions, this revised requirement was not met in time by Forward2Me and the items were returned from DHL back to my account at Forward2Me. After further conversations and with Nica’s and Forward2Me’s to figure out exactly what paperwork was needed for the next delivery attempt was fast. From leaving Forward2Me in Tokyo to arriving in Wales at the delivery address was just 48 hours.
So, at the beginning of this review I mentioned how well do the systems and people work when things don't work is, for me, an important measure of a business's teams. My experience with Nica, and Forward 2Me is that they are capable of working to resolve an unusual problem. In an ideal world, it would have been resolved before being returned to Forward2Me from DHL, thus saving several days. However, I am grateful to both Nica and the team at Forward2Me for working together to resolve this for me, and I will happily use them in the future.
Thank you so much for taking the time to share such detailed and thoughtful feedback. We truly appreciate your kind words about Nica and the wider Forward2me team.
We completely agree that the real test of a service is how a team responds when things don't go according to plan. While we're sorry that the initial paperwork issue caused delays and resulted in your shipment being returned to our Japan warehouse, we're very pleased that Nica and the team were able to work with you to understand the requirements, resolve the issue, and get your shipment safely delivered to Wales within 48 hours.
We'll be sure to share your feedback with Nica, as we're sure she'll be delighted to know how much you appreciated her support. Thank you again for your patience and for choosing Forward2me. We look forward to helping you again in the future!
We completely agree that the real test of a service is how a team responds when things don't go according to plan. While we're sorry that the initial paperwork issue caused delays and resulted in your shipment being returned to our Japan warehouse, we're very pleased that Nica and the team were able to work with you to understand the requirements, resolve the issue, and get your shipment safely delivered to Wales within 48 hours.
We'll be sure to share your feedback with Nica, as we're sure she'll be delighted to know how much you appreciated her support. Thank you again for your patience and for choosing Forward2me. We look forward to helping you again in the future!
Jamie Kristenson
25 July 2026
FedEx Regional Economy
JK
Not 5 because it was a little confusing how to manage all the things. But overall good service and good customer care.
Thank you for taking the time to share your feedback.
We're pleased to hear that you received good customer care and had an overall positive experience with our service.
We also appreciate your comment about the process being a little confusing at times. Customer feedback like this is invaluable, and we're always looking for ways to make our service clearer and easier to use.
Thank you again for choosing forward2me. We hope to have the opportunity to provide you with a 5-star experience next time.
We're pleased to hear that you received good customer care and had an overall positive experience with our service.
We also appreciate your comment about the process being a little confusing at times. Customer feedback like this is invaluable, and we're always looking for ways to make our service clearer and easier to use.
Thank you again for choosing forward2me. We hope to have the opportunity to provide you with a 5-star experience next time.
Unverified Customer
24 July 2026
Unknown Shipment Details
Tracy is a superhero. She managed to get all refunds for me. Thank you.
Thank you so much for your wonderful feedback! We're thrilled to hear that Tracy was able to help you secure all your refunds. We'll be sure to pass your kind words on to her — we're sure she'll be delighted to hear them! 😊
Unverified Customer
24 July 2026
Unknown Shipment Details
it was fast response . friendly to help and genuinely saved me from a scare when i put thr wrong address
Thank you so much for your kind feedback! We're delighted to hear that our team was able to respond quickly, provide friendly support, and help resolve the issue when you entered the wrong address. We're so glad we could save you from the scare! 😊
Unverified Customer
24 July 2026
Unknown Shipment Details
Pretty great service, had an issue with one of the labels, Elvie at the Preston warehouse sorted it out for me in record time. Thank you!!
Thanks for the great feedback. Glad Elvie could get that label issue sorted quickly for you. We'll make sure she knows how much it's appreciated. Thanks for choosing Forward2Me.
Yehonatan Wasserman
24 July 2026
FedEx International Priority
YW
A little confusing ui but other than that it was smooth
Thank you for sharing your feedback. We’re pleased to hear that, despite finding the user interface a little confusing, your overall experience was smooth.
We appreciate you highlighting this, as customer feedback helps us identify areas where we can continue to improve and make our service even easier to use.
Thank you for choosing forward2me, and we hope to provide an even better experience next time.
We appreciate you highlighting this, as customer feedback helps us identify areas where we can continue to improve and make our service even easier to use.
Thank you for choosing forward2me, and we hope to provide an even better experience next time.
Wouter Baan
24 July 2026
FedEx Regional Economy
WB
Everything went welk, as expected!
Thank you for taking the time to share your feedback. We’re delighted to hear that everything went well and that you found our communication clear and helpful.
Providing a smooth and reliable service is our priority, so it’s great to know that your experience met your expectations.
Thank you for choosing forward2me, and we appreciate your kind review.
Providing a smooth and reliable service is our priority, so it’s great to know that your experience met your expectations.
Thank you for choosing forward2me, and we appreciate your kind review.
Unverified Customer
23 July 2026
Unknown Shipment Details
Customer service is amazing! They handled my issue kindly, patience, stayed until I was satisfied. Forward 2 me US warehouse, their support team "Honey" has very good staff.
My issue was, I picked their service for a package to be received by them cause I couldn't place the order and set my own real address, region wasn't available.
After my package arrived to their warehouse, the Last-Mile carrier left the package right outside the building, in the mail-box. I believe this happened cause the warehouse was closed (On Sunday). And somehow they didn't find any package for me with the said Tracking number(s).
Yet they did not leave me alone, they explained to me what happened to my package, they tried to find it and no success.
So kind from them, they offered me a nice option, a refund of the item's value, fully.
Even though I don't or cannot blame them, and the fact I was left behind by all the other partners associated (Such the last-mile carrier!), I got the refund by Forward 2 Me, and I'm more than satisfied after all.
I may have been upset cause I waited very long as it was a pre order plaved since May and only received updates early July, but after this kind offer I can say Forward 2 Me US's Honey team has done their job to the maximum, one of the best services I ever had in my life!
Thanks 🍯 !
My issue was, I picked their service for a package to be received by them cause I couldn't place the order and set my own real address, region wasn't available.
After my package arrived to their warehouse, the Last-Mile carrier left the package right outside the building, in the mail-box. I believe this happened cause the warehouse was closed (On Sunday). And somehow they didn't find any package for me with the said Tracking number(s).
Yet they did not leave me alone, they explained to me what happened to my package, they tried to find it and no success.
So kind from them, they offered me a nice option, a refund of the item's value, fully.
Even though I don't or cannot blame them, and the fact I was left behind by all the other partners associated (Such the last-mile carrier!), I got the refund by Forward 2 Me, and I'm more than satisfied after all.
I may have been upset cause I waited very long as it was a pre order plaved since May and only received updates early July, but after this kind offer I can say Forward 2 Me US's Honey team has done their job to the maximum, one of the best services I ever had in my life!
Thanks 🍯 !
Thank you so much for taking the time to share your experience and for your kind words about Honey and our Customer Experience team.
We're genuinely sorry that your pre-order journey ended with the last-mile carrier leaving your parcel outside our warehouse when we were closed. We understand how disappointing that must have been, especially after waiting since May for your item to finally arrive.
Although the circumstances were outside of our control, we believe that great customer service means taking ownership wherever we can. We're delighted that Honey kept you informed throughout the investigation and was able to find a resolution that left you satisfied.
For future shipments, we'd also recommend choosing a delivery service that operates during normal business hours wherever possible. Mainstream couriers such as FedEx, UPS and DHL are generally the best option, as they typically deliver while our warehouse is open. If available, selecting a signature-on-delivery service also helps ensure your parcel is handed directly to a member of our warehouse team rather than being left unattended. We also recommend avoiding delivery options that may attempt delivery outside of business hours, such as evenings, Sundays or public holidays.
At forward2me, we know that international shopping is built on trust. Whether it's providing customers with a delivery address overseas, helping locate missing parcels or resolving unexpected issues, our goal is always to make the experience as straightforward and stress-free as possible.
Thank you once again for your recommendation and for recognising Honey's dedication. We'll be sure to share your wonderful feedback with her and the entire US team. We look forward to helping you shop from around the world again soon.
We're genuinely sorry that your pre-order journey ended with the last-mile carrier leaving your parcel outside our warehouse when we were closed. We understand how disappointing that must have been, especially after waiting since May for your item to finally arrive.
Although the circumstances were outside of our control, we believe that great customer service means taking ownership wherever we can. We're delighted that Honey kept you informed throughout the investigation and was able to find a resolution that left you satisfied.
For future shipments, we'd also recommend choosing a delivery service that operates during normal business hours wherever possible. Mainstream couriers such as FedEx, UPS and DHL are generally the best option, as they typically deliver while our warehouse is open. If available, selecting a signature-on-delivery service also helps ensure your parcel is handed directly to a member of our warehouse team rather than being left unattended. We also recommend avoiding delivery options that may attempt delivery outside of business hours, such as evenings, Sundays or public holidays.
At forward2me, we know that international shopping is built on trust. Whether it's providing customers with a delivery address overseas, helping locate missing parcels or resolving unexpected issues, our goal is always to make the experience as straightforward and stress-free as possible.
Thank you once again for your recommendation and for recognising Honey's dedication. We'll be sure to share your wonderful feedback with her and the entire US team. We look forward to helping you shop from around the world again soon.
Unverified Customer
23 July 2026
Unknown Shipment Details
I would like to express my sincere appreciation for the excellent service I received when transporting a heavy mirror from England to Norway.
The mirror weighed almost 30 kg and arrived in Norway without a single scratch. This was only possible because of the outstanding work done in repackaging and securing the mirror, ensuring it was protected throughout the journey.
In addition, the customer service was friendly and professional. I received great support from Wens in the UK, who was knowledgeable, helpful, and efficient throughout the process.
Thank you for making what could have been a stressful shipment such a smooth and successful experience. I highly recommend your services.
Ro Ro from Norway
The mirror weighed almost 30 kg and arrived in Norway without a single scratch. This was only possible because of the outstanding work done in repackaging and securing the mirror, ensuring it was protected throughout the journey.
In addition, the customer service was friendly and professional. I received great support from Wens in the UK, who was knowledgeable, helpful, and efficient throughout the process.
Thank you for making what could have been a stressful shipment such a smooth and successful experience. I highly recommend your services.
Ro Ro from Norway
Thank you so much for your fantastic 5-star review and for taking the time to share your experience.
We're delighted to hear that your mirror arrived safely in Norway and in perfect condition. Shipping larger, heavier, and fragile items internationally requires careful preparation, and our warehouse teams take great care to ensure items are properly assessed, repackaged, and protected for their journey.
We're especially pleased that Wens was able to support you throughout the process and provide the friendly, professional service we strive for. We'll be sure to share your kind words with him and the wider UK team.
At forward2me, we understand that sending valuable or unusual items overseas can feel daunting. Our goal is to make international shipping simple and reliable, offering expert support, secure handling, and access to trusted global courier services to help customers send items around the world with confidence.
Thank you again for recommending forward2me. We truly appreciate your trust and hope to assist you with your future international shipments.
We're delighted to hear that your mirror arrived safely in Norway and in perfect condition. Shipping larger, heavier, and fragile items internationally requires careful preparation, and our warehouse teams take great care to ensure items are properly assessed, repackaged, and protected for their journey.
We're especially pleased that Wens was able to support you throughout the process and provide the friendly, professional service we strive for. We'll be sure to share your kind words with him and the wider UK team.
At forward2me, we understand that sending valuable or unusual items overseas can feel daunting. Our goal is to make international shipping simple and reliable, offering expert support, secure handling, and access to trusted global courier services to help customers send items around the world with confidence.
Thank you again for recommending forward2me. We truly appreciate your trust and hope to assist you with your future international shipments.
John Ridge
23 July 2026
FedEx International Economy
JR
Forward2me helped with an order shipping from Xero Shoes' European web site. Their process was easy to follow and they did an excellent job answering questions I had on the status as the order progressed from Czechia to Poland and on to the U.S.
Thank you so much for your fantastic 5-star review.
We're delighted to hear that your experience with forward2me was straightforward from start to finish and that our Customer Experience team was able to keep you informed throughout your shipment's journey.
Helping customers shop from retailers that don't normally ship internationally is exactly what we're here for. Whether it's receiving purchases from Europe, the UK, the USA, Japan or beyond, our goal is to make cross-border shopping simple, transparent and hassle-free, with tracking and support every step of the way.
Thank you again for choosing forward2me and for trusting us with your shipment. We hope to help you unlock even more international shopping opportunities in the future. Happy shopping.
We're delighted to hear that your experience with forward2me was straightforward from start to finish and that our Customer Experience team was able to keep you informed throughout your shipment's journey.
Helping customers shop from retailers that don't normally ship internationally is exactly what we're here for. Whether it's receiving purchases from Europe, the UK, the USA, Japan or beyond, our goal is to make cross-border shopping simple, transparent and hassle-free, with tracking and support every step of the way.
Thank you again for choosing forward2me and for trusting us with your shipment. We hope to help you unlock even more international shopping opportunities in the future. Happy shopping.
Gilad Ben jospeh
22 July 2026
FedEx Connect Plus
GBJ
Bad. You are just bad company.
We're sorry that your experience did not meet your expectations. At forward2me, we're committed to providing reliable international shipping with transparent pricing and clear information throughout the shipping process. Customs duties and taxes are set by the importing country's authorities and are separate from our shipping charges.
We understand that unexpected costs can be frustrating, and we're always happy to answer questions before a shipment is dispatched. If you'd like us to review your shipment in more detail, please contact our Customer Experience team and we'll be pleased to help.
We understand that unexpected costs can be frustrating, and we're always happy to answer questions before a shipment is dispatched. If you'd like us to review your shipment in more detail, please contact our Customer Experience team and we'll be pleased to help.
Unverified Customer
21 July 2026
Unknown Shipment Details
I am SO pleased with this service. What a life saver. I had an item I wanted from ebay that had a seller in the UK who didn't have shipping to the US. Found this via some Google searches and research looked good so tried it out. Super easy to sign up and get your own UK address to use. (Which felt super cool, by the way.) When my item arrived there, the system emailed me to let me know and gave me options for the shipping. The system emailed me to keep me updated on the status and where my package was in the queue. I was impressed with how fast my item moved forward. So anyway I got my item today and it was packaged beeeeauuutifully and securely. I had no trouble opening it. This was EXPERT packaging. Anyway I couldn't be more pleased and know exactly what to do if I need anything forwarded! Yippee!! 💕💕💕💕💕💕
Unverified Customer
21 July 2026
Unknown Shipment Details
Rose was so communicative, helpful, attentive, and did a great job helping me with forwarding a package internationally :)
Unverified Customer
21 July 2026
Unknown Shipment Details
I've had deliveries from my USA & Japan addresses in the last few days and have to say the service is superb. My items were registered to my account within hours of arrival, I pressed a button to consolidate and both were complete and ready to pay in less than 24 hours. They don't rip you off with shipping prices like other forwarding addresses. I used DHL for both, they were both on their way the following morning after payment and both shipments only took 2 days to reach the UK. I really couldn't ask for any more from a forwarding service. I have used the customer service in the past and they reply within a day and are extremely willing to help. After using other companies in the past, I can confidently say Forward2me is the best and I haven't been asked to write this review.
Thank you so much for taking the time to share such a detailed review. We’re thrilled to hear that your recent shipments from our USA and Japan addresses were processed so quickly and that the consolidation and forwarding process worked smoothly for you.
We really appreciate your comments about our shipping options, processing times, and the support provided by our Customer Experience team. Providing a reliable and transparent forwarding service is something we work hard on every day, so it’s fantastic to hear that your experience has been positive.
Thank you for your continued support and for choosing Forward2me. We truly appreciate your recommendation.
We really appreciate your comments about our shipping options, processing times, and the support provided by our Customer Experience team. Providing a reliable and transparent forwarding service is something we work hard on every day, so it’s fantastic to hear that your experience has been positive.
Thank you for your continued support and for choosing Forward2me. We truly appreciate your recommendation.
Unverified Customer
20 July 2026
Unknown Shipment Details
Joyce has been so helpful. I was dealing with a very time sensitive matter, and she was able to get it sorted very quickly. Couldn't recommend more!
Thank you so much for your kind review. We’re delighted to hear that Joyce was able to support you and help resolve your time-sensitive matter so quickly.
We know how important it is to have issues handled efficiently, especially when deadlines are involved, and we’ll be sure to share your lovely feedback with Joyce.
Thank you for choosing Forward2me, and we really appreciate your recommendation.
We know how important it is to have issues handled efficiently, especially when deadlines are involved, and we’ll be sure to share your lovely feedback with Joyce.
Thank you for choosing Forward2me, and we really appreciate your recommendation.
Unverified Customer
19 July 2026
Unknown Shipment Details
Completely disappointing experience. Customer service took several days, sometimes more than a week to respond to questions. Their team was often confused (one of my packages broke, the other took 3 weeks to repack) and their direction was completely misleading. When it finally processed, the actual payment was 60% more than the original quote. Had I known that, I would have gone with another service entirely.
Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet your expectations.
Having reviewed your case, we understand that, while a replacement item was successfully received, our communication during the process did not provide the reassurance and clarity you were looking for. After the original vase arrived damaged, we appreciate that you simply wanted confirmation that the replacement had been checked, was in good condition, and was safe to ship.
We also recognise that there were delays in responding to your queries and that your repack took longer than expected due to a higher-than-usual processing queue at the time. We understand how frustrating this would have been, and we apologise that our communication did not better support you throughout the process.
With regard to the shipping cost, the original estimate was based on the information initially provided. Once the parcel arrived at our warehouse, the final shipping cost was calculated using the actual packed dimensions and weight. As the replacement vase was repacked with additional protective packaging to help ensure it travelled safely, the parcel dimensions increased slightly, which affected the final shipping cost.
I will be contacting you directly to discuss your experience. We appreciate your feedback, as it helps us improve the experience for all of our customers.
Having reviewed your case, we understand that, while a replacement item was successfully received, our communication during the process did not provide the reassurance and clarity you were looking for. After the original vase arrived damaged, we appreciate that you simply wanted confirmation that the replacement had been checked, was in good condition, and was safe to ship.
We also recognise that there were delays in responding to your queries and that your repack took longer than expected due to a higher-than-usual processing queue at the time. We understand how frustrating this would have been, and we apologise that our communication did not better support you throughout the process.
With regard to the shipping cost, the original estimate was based on the information initially provided. Once the parcel arrived at our warehouse, the final shipping cost was calculated using the actual packed dimensions and weight. As the replacement vase was repacked with additional protective packaging to help ensure it travelled safely, the parcel dimensions increased slightly, which affected the final shipping cost.
I will be contacting you directly to discuss your experience. We appreciate your feedback, as it helps us improve the experience for all of our customers.
Package delivery was quick, I felt like I had a pretty good idea of what the final pay would be, the delivery options were good, I was even able to pay my duties early. 10/10