TheLuminLabReviews of theluminlab.com

Response from TheLuminLab· Sep 10, 2024

Dear Valued Customer, Thank you for sharing your feedback, and we truly apologize for the inconvenience you experienced with your recent order. We understand how frustrating it can be to encounter unexpected costs and delivery challenges. Regarding the customs duties and taxes, these fees are determined by your country's customs office and are unfortunately beyond our control. As outlined in our international shipping policy, we provide free Global Express Shipping and free sales tax to 185 countries, but custom charges are the responsibility of the buyer. We always aim to communicate this clearly during checkout and will continue to improve the transparency of this information. Up on checking, we believe the custom fee was 20 euros. For more details, visit https://theluminlab.com/policies/shipping-policy We strive to provide clear information on this during the checkout process to avoid surprises, and we will continue to work on making this more transparent. In terms of the UPS delivery attempt, we understand that they were unable to deliver to your chosen UPS point after first attempting to deliver the package directly to your home address. We regret any frustration this may have caused and recommend reaching out to UPS for further assistance in scheduling a new delivery or redirecting the package. We value your business and want to ensure that your future experiences with us are much smoother. If there’s anything else we can assist you with or clarify, please don’t hesitate to reach out. Best regards, TheLuminLab Care