Extremely disappointed
Extremely disappointed! Hidden costs without any warnings, tax charges which are impossible to pay online and again, no warnings. The parcel got delivered to the postoffice instead of to the door, even if it was paid for extra, again, without any warnings and proper traceability
Reply from Topparcel
Dear Customer,
We are sorry to hear that you were disappointed with your experience. We would, however, like to clarify the situation regarding the additional charges and delivery.
Please note that checking the customs limits and import regulations of the destination country, as well as the rules governing customs clearance, is the customer’s responsibility. This information is clearly stated in our Terms and Conditions. If a customer has any doubts regarding the customs regulations of a particular destination country, our support team is always happy to assist and provide additional clarification before the shipment is sent.
In this particular case, the value declared in your customs declaration exceeded the applicable duty-free customs threshold for the destination country. As a result, the shipment was subject to customs charges and the applicable collection procedure.
Regarding delivery, once customs charges are due, the parcel may be made available for collection at the local post office. This procedure applies regardless of the delivery service or tariff selected at the time of booking, as customs requirements and the subsequent collection process are determined by the local postal and customs authorities.
We understand that additional charges and changes to the delivery procedure can be frustrating. However, these charges and the collection procedure were related to the customs requirements resulting from the declared value of the shipment and were not additional fees arbitrarily imposed by our service.