Du vol commande jamais reçue
Du vol commande jamais reçue. Nous avons payé des frais de port, par la suite on nous réclame 135 euros de frais de douane ???? Donc ils ont encaissé nos 350 euros pour 2 robes sans avoir reçu notre commande.
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Réponse de Sylavieswimwear
Hi,
We’re really sorry to see this review and would like to clarify the situation.
Your order was placed with our priority service, which ensured it was made and dispatched within your requested timeframe. This service was fulfilled from our side.
The parcel was then shipped and reached your country, where it was held by customs pending payment of import duties. As outlined at checkout and in our terms and conditions (which are agreed to before placing an order), all international shipments are sent on a duties unpaid basis, meaning any customs fees are the responsibility of the customer.
We understand this can be frustrating, however the parcel remained at customs and was not cleared or claimed within the required timeframe. As a result, it was not returned to us and was ultimately disposed of by the courier, meaning we were unable to process a return or refund.
We want to be very clear that the order was successfully produced, shipped, and made available for delivery. At no point was the order withheld or “stolen”.
Throughout the process, we communicated each step of the shipment, including courier updates, required actions, and timeframes for clearance. It was made clear that if the parcel was not attended to, it would be disposed of by the courier, however these instructions were not acted upon.
A refund would have been possible had the parcel been dealt with within the given timeframe and returned to us. However, as the shipment was not claimed and ultimately disposed of, we were unable to recover the goods and therefore could not process a refund.
If you would still like any assistance or documentation from the courier regarding the shipment, please feel free to contact us directly and we’ll be happy to help <3