I would strongly advise avoiding this…
I would strongly advise avoiding this company.
I ordered helmets from Italy to be shipped to England. Just as the parcel was about to leave Italy, I was suddenly sent an invoice for significant import fees that were never made clear to me at the point of purchase.
As soon as I received the invoice, I immediately contacted both the company and UPS to explain that I would not be paying these unexpected charges and asked them to recall the shipment before it left. The company refused to intervene and allowed the parcel to continue in transit despite being fully aware that I would not be accepting it.
I made multiple attempts to resolve the situation early and avoid unnecessary shipping costs, but my concerns were ignored. I then formally refused delivery and did not pay the import balance.
After three months, the parcel was finally returned to the sender. However, instead of issuing a full refund, the company deducted the import and return fees from my refund — despite the fact that the goods were never received.
In my view, this reflects very poor customer service and a lack of transparency around additional costs. The import fees were not made sufficiently clear before dispatch, and my efforts to prevent the shipment were disregarded.
Based on this experience, I would completely avoid this company due to hidden fees and how this situation was handled.
*updated reply
As mentioned in my email, I contacted Lordgun when the parcel was not even collected by UPS and told them I do not want it shipped but they refused to assist and recall the parcel, forcing me into the purchase, then stealing the fees. I believe this is part of the scam.
Vastaus yritykseltä Lordgun
Dear customer,
thank you for contacting us and sending us feedback.
We’re sorry to hear that this experience was frustrating, and we appreciate the opportunity to clarify the situation for future customers.
All orders shipped from Italy to non-EU countries are subject to import duties, VAT, and customs charges imposed by the destination country’s customs authorities. These fees are not set, collected, or estimated by us, and they are legally payable by the recipient upon arrival in the destination country. This information is clearly stated on our website prior to purchase and in our delivery information page:
https://www.lordgun.com/help/delivery-infos
Unfortunately, because customs charges are determined solely by local authorities, it is not possible for us or the courier to provide an advance estimate or waive these fees.
When customs charges are refused, the shipment must continue through the customs process and is then automatically returned to the sender by the courier. During this process, return shipping costs, handling fees, and any charges incurred by the carrier are applied, regardless of whether the goods are ultimately delivered.
Once the parcel was returned to us, a refund was issued in accordance with our policy, with the return shipping and incurred costs deducted, as clearly outlined in our terms and conditions.
We understand this outcome was disappointing, but we acted in line with international shipping regulations and our published policies. We always encourage customers ordering from outside the EU to review potential customs charges in advance to avoid unexpected costs.
We remain committed to transparency and are always available to answer questions before an order is placed.
Kind Regards
Lordgun Team