“Really nice watch, but gave a 4 star due to the amount of import tax and vat £82 in total for the UK. Got free shipping which I took for granted also included all fees, which it didn’t. Needs to be more clearly shown when purchasing, as I could have paid for shipping with all taxes included, and saved about £30.”
Dear Mark,
Thank you so much for taking the time to share your feedback, and we’re truly glad to hear that you’re enjoying your new watch.
We completely understand your frustration regarding the import tax and VAT charges. Unexpected fees can certainly take away from the excitement of receiving your order, and we’re very sorry for any inconvenience this caused. While we do our best to provide clear information at checkout, we appreciate your suggestion — feedback like yours helps us continue improving the customer experience.
Please note that customs fees are mandated by UK customs regulations and are not included in our free shipping option. These charges are applied by local authorities and are unfortunately outside of our control. However, we understand how helpful it would be to have this more clearly highlighted during the purchasing process, and we will share your comments with our team.
Thank you again for your honesty and for choosing Paul Rich. If there’s anything we can assist you with moving forward, please feel free to reach out — we’re always here to help.
Warm regards,
Paul Rich Customer Support
Posted 1 month ago
"mark"
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“Lovely watch, would have scored a 5 star but got slammed £84 for import fees and VAT in UK, which should have been more clearly stated by the seller, especially as postage was free.”
Dear Yan,
We’re truly honored to hear that you not only love your Paul Rich watch, but also have built a collection of 10 of them — that’s incredible! Your continued trust and support mean so much to us, and we’re delighted to know our timepieces have earned a special place in your collection.
Thank you for being such a loyal member of the Paul Rich family. We look forward to creating even more designs that you’ll be proud to add to your collection.
Warm regards,
Paul Rich Customer Service Team
Dear Dauda,
Thank you for your kind words! We're delighted to hear that you’re enjoying your Paul Rich timepiece and consider it the perfect piece.
Your satisfaction means the world to us. If there’s anything we can do for you or if you have any questions, please don’t hesitate to reach out.
Warm regards,
Paul Rich Customer Service
