Dear Mr. Dolson, Thank you for your feedback. I am truly sorry that you did not receive proper assistance from our team and for the high taxes you had to pay to receive your parcels. You should normally have been contacted by our personal account manager, but unfortunately, that did not happen, and I have no valid explanation or excuse for this oversight. Regarding the taxes, it seems there may be an issue with UPS. I recommend that you open a claim with them concerning the potential overcharge. Since the new import taxes were introduced at the end of August, your orders had to be shipped via a carrier rather than the postal service. As a result, they were subject to import taxes once they reached U.S. customs. Normally, European products should be taxed at 15%, but several of our customers have reported being charged higher rates. Following these incidents, we decided to stop using UPS for shipments to the United States. Customers have been advised to contact UPS directly to obtain clarification about the additional taxes and what they specifically correspond to. An investigation has been opened, as UPS has not yet been able to provide a clear explanation. Consequently, shipments to the U.S. with UPS are currently suspended due to these unexpected charges. I am very sorry for the inconvenience this situation has caused. I invite you to open a claim with UPS to request a refund for the additional taxes you were charged. I remain at your disposal for any further information. Best regards, Gabriela.

Dear Mr. Dolson, Thank you for your feedback. I am truly sorry that you did not receive proper assistance from our team and for the high taxes you had to pay to receive your parcels. You should normally have been contacted by our personal account manager, but unfortunately, that did not happen, and I have no valid explanation or excuse for this oversight. Regarding the taxes, it seems there may be an issue with UPS. I recommend that you open a claim with them concerning the potential overcharge. Since the new import taxes were introduced at the end of August, your orders had to be shipped via a carrier rather than the postal service. As a result, they were subject to import taxes once they reached U.S. customs. Normally, European products should be taxed at 15%, but several of our customers have reported being charged higher rates. Following these incidents, we decided to stop using UPS for shipments to the United States. Customers have been advised to contact UPS directly to obtain clarification about the additional taxes and what they specifically correspond to. An investigation has been opened, as UPS has not yet been able to provide a clear explanation. Consequently, shipments to the U.S. with UPS are currently suspended due to these unexpected charges. I am very sorry for the inconvenience this situation has caused. I invite you to open a claim with UPS to request a refund for the additional taxes you were charged. I remain at your disposal for any further information. Best regards, Gabriela.