Dear Sabrina,

Thank you for sharing your feedback. We are truly sorry to hear that your experience with the delivery process has not met your expectations.

We completely understand how frustrating customs delays can be, and we want to assure you that we have been actively assisting in the process. As soon as we were informed that additional documents were required, we promptly provided them to the clearance team to facilitate the release of your package. Unfortunately, customs procedures are outside of our direct control, and while we do our best to ensure a smooth shipping process, occasional delays can still occur.

That being said, we want to emphasize that we are always here to help our customers. However, if we are not informed that something is wrong or that customs require additional documents beyond what has already been submitted, there is little more we can do besides following up with them until we receive a clear response. That being said, we will, of course, make sure you receive the products you have paid for.

Our customer service team is already looking into the matter again, and we truly appreciate your patience. Please feel free to reach out to us directly if you need any further assistance - we are happy to help.

Dear Mohammad

I'm sorry to see your review after you've been in contact with our costumer service.
The issue was that you ordered a watch with an engraving and as we state in our policy, we can't return a engraved watch.
This is mentioned in the engraving process next to the field where you put in the text and in our policy.
You told us, that you haven't read the policy and now you're not satisfied with our service.

We've told you that we would look into a solution where we could emphasise this even more, so that we wont have the same situation in the future.

I truly hope you will reconsider this review.
I wish you all the best and hope to see you back in the future as a costumer again.

Please don't hesistate to reach out if you want any assistance in the future.