they claimed to try and 'deliver' this parcel, no driver arrived despite me saying a safe place was ok.
they then forced me into paying 24.99 as they have no drivers (which is scary) then they would not even deliver it on the day I requested and the driver refused to deliver it to a safe place even after I confirmed verbally and written it was OKAY!
first and last time ordering from this poorly managed 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.
13. helmikuuta 2026
Oma-aloitteinen arvostelu
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.
Placed an order for 3 pairs of sunglasses, only received 1 pair. One pair was forgotten and the the other was lost and they are refusing refund..
Customer service is very poor, I am not able to file a claim with the shipping company and they are refusing. Despite there being damage on the box
Reply**
I reported the damaged parcel after them telling me it 'was' shipped. They did not want to assist when it is their duty to do so, I will keep continuing to share this honest story of how poor this company handled this situation.
5. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Shade Station
Hi Daniel,
We’re sorry to hear that you’re unhappy with your experience and appreciate you taking the time to share your feedback.
Following your report, we carried out a full investigation into your order. We can confirm that the items returned to us were correctly refunded. For the remaining pair, our warehouse team completed a detailed review, including checking packing records and CCTV footage from the time of dispatch. No discrepancies, missing items, or damage to the parcel were identified, and the shipment was recorded as leaving our facility intact.
Based on the outcome of this investigation, we were unable to verify that an additional item was missing in transit, and the case was therefore closed in line with our procedures.
We understand this is disappointing and regret that we couldn’t reach the resolution you were hoping for.
Our customer service team has handled this matter carefully and fairly based on the evidence available.
