Shipping policy

Hello,

Thank you for your message regarding the disputed order. I would like to clarify what happened with the shipment.

The item was shipped to the United States using UPS as selected by the buyer. The package was processed normally but could not be exported because the recipient did not complete the required recipient information requested by the local UPS/customs authorities (such as identification details required for import clearance). UPS contacted the recipient directly requesting this information so the package could be released.

In addition, the import duties were already paid by the sender (me) by mistake, meaning the only remaining action required for delivery was the buyer providing the requested information to UPS. Unfortunately, the recipient did not respond to UPS or contact the carrier or the sender during this process.

I was also actively monitoring the shipment and personally contacted UPS during the process after noticing that the package had remained in the warehouse for several weeks without movement. During this communication, I was informed that the shipment was pending because the recipient had not provided the required information to proceed with customs clearance.

Because the requested information was never provided, the shipment remained in the Finnish export warehouse for approximately three weeks. After the holding period expired and no response was received from the recipient, UPS automatically returned the parcel to the sender according to their standard procedures.

Therefore, the delivery failure was not caused by the seller or the shipping process, but by the recipient’s failure to cooperate with the carrier and customs clearance requirements.

Under common e-commerce and shipping principles (including EU distance-selling practices), once a seller has properly dispatched the item using the agreed shipping service and the carrier attempts delivery, the buyer is responsible for:

Providing correct recipient information

Cooperating with the carrier and customs authorities

Completing any required import procedures

Since the carrier attempted to contact the recipient and the shipment could not proceed due to missing recipient information, the seller cannot be held responsible for the non-delivery.

The item (the jacket) has now been returned to me and is currently in my possession. I am willing to resend it to the buyer, but the following costs must be covered beforehand:

Reimbursement of the import duties that were mistakenly paid by the sender

Payment of the new shipping costs for resending the parcel

Once these costs are covered, I can arrange a new shipment immediately.

Please let me know how you would like to proceed.

Kind regards.