Forward2MeReviews 2,246

Thank you for sharing your feedback with us.

At Forward2me, we strive to be transparent with our pricing and services. We would never intend to mislead our customers.

Based on your shipment, the cost of shipping is generally calculated by the amount of space that your shipment occupies, rather than the actual weight. This is called the volumetric weight. All couriers (examples: DHL and TNT) use the volumetric weight to calculate their shipping prices. However, if the actual weight is more than this volumetric weight then the shipping price is calculated using this actual weight.

I see on this occasion the volumetric weight is higher than the actual weight 1.40 kg so the shipping fees are calculated on the higher volumetric weight 7.14 kg.

Also, shipping to Australia, we are required to charge a Goods and Service Tax on both the value of the goods shipped and the service we provide.For this purpose we are required by your government to request and store a copy of the proof of purchase for the goods you are shipping.

Kind regards,
Forward2me

Hi Nina,

Thank you for your feedback. I understand your concerns about providing detailed package descriptions. Due to the Import Control System 2 (ICS2), which is the latest phase of the EU's pre-arrival safety and security system, we are required to collect comprehensive data about all goods entering or transiting the EU. ICS2 helps ensure the safety of the EU's single market by improving customs security measures, making customs processes smoother for global trade.

For any shipments transiting via or destined for the EU, even if the final destination is outside the EU, it is mandatory to upload detailed invoices or proof of purchase from the retailer. These documents confirm the package contents and are crucial for the efficient processing of your shipment.

Should the shipment arrive at EU or UK customs with incomplete or poor-quality descriptions, it may be refused, which would delay clearance. Additionally, we could face penalties for failing to meet these regulatory requirements. Providing clear, complete shipment details ensures your package moves swiftly through customs, enhancing safety and security while avoiding potential delays or penalties.

Currently, we offer nine different shipping options from the UK to Germany, including services from DPD, UPS, FedEx, and DHL. Each of these services has restrictions on what can be shipped, including limitations on value, size, weight, or the type of goods.

Unfortunately, your shipment contained a type of Dangerous Goods. While it may seem confusing since you were only sending hair care products, we are obligated to adhere to these regulations. At Forward2me, we are fully qualified to handle Dangerous Goods from all our locations, but many courier services do not allow such items due to the additional requirements for special packaging, handling, and paperwork. This is why you currently see only one shipping option available for that type of goods from the UK to Germany.

I understand that the shipping price is high, but unfortunately, this is beyond our control. Cheaper services often have the most restrictions, including prohibiting Dangerous Goods, which helps them keep costs down. Additionally, handling Dangerous Goods incurs significant extra fees. At Forward2me, we do not add any extra charg, we simply pass those fees on from the courier.

This situation is frustrating for us at Forward2me as well, but I want to assure you that we are continuously urging couriers to lower these fees and are actively working to provide more shipping options in all scenarios.

I hope you find this information helpful, and if you would like to discuss it further, please reach out to our customer team.