To whom it may concern, I am emailing you in regards to my order, #137955 which was made on the 30th November 2018 with a DHL express tracking number, #4523866174. With disappointment I have never received my order or a refund or replies to queries to resolve this issue to receive my order. So I am really hoping this email will be taken seriously as my next step will have to be to contact my credit card company and report it. I was contacted by DHL express on the 4th December requesting a further payment of $72, nearly half the amount of the order. When I ordered you had it quoted as free international shipping on orders over $100. I was in contact with Customs imports(DHL) around this same time as receiving the request for payment on delivery. Customs imports(DHL) informed me the reason of the charge was because; "if your shipper does not include the freight charge on the shipping invoice provided to DHL Express, then customs will assign a transport charge based on DHL Express export rate to the origin country with a 30% discount," as quoted by your delivery service operator. As for this, I do not agree with one of your only replies to the first query about this order, it was stated in your email that if I did not pay for the extra charges, (what should have been a discount) that I would have to pay for the freight return and delivery charge. Which I was inform by DHLExpress that if i did not except the extra charges, that it was 'free return', which I availed of the free return due to the 30% extra charge which was not of my fault but yours according to DHL Express. To this day I have yet to be contacted about this order or a refund and I am in receipt of the order to be returned to you. I really hope you do the right thing and resend the order with the correct details to DHL Express so you don't incur me unnecessary extra costs. Or a full refund because as stated these extra costs were not incurred by my fault. I really do hope this email is taken care of speedily as I hope for a fair resolution to this issue as from my first order I had no issue and was happy with the products. But if have not heard back from you in 5 business days I will have no other option but to contact my credit card provider.(I have emailed on the 22nd of January) Yours sincerely, Kieran O'Donoghue On Fri, Nov 30, 2018 at 1:28 AM Brickell Men's Products