Reply from Melb MoldsAug 16, 2025
Dear Antonella 🌸
Thank you very much for sharing your detailed feedback and updating your review. We sincerely apologize for the frustration caused by unexpected customs charges. You are absolutely right—transparency is essential, and we should have communicated these details more clearly on our website and at checkout.
We are currently in a somewhat complex situation: some of our items are still being shipped from Europe, while others are sent from locations outside Europe. This can create differences in customs fees, and we understand how this may have caused confusion.
For example, customs clearance within Italy is usually around €7–€10. In most cases, we use FedEx, which handles these fees efficiently. However, for your order, FedEx could not deliver to your region, so we had to use DHL instead. Unfortunately, DHL’s pricing and customs processing can be significantly higher, which is why your fees were much more than usual.
Your feedback has highlighted the importance of clear communication for every order. We are taking steps to ensure that all customers are notified in advance about any potential additional charges so they can make an informed choice.
We are very grateful that, despite this experience, you still appreciated the quality of our molds and our post-sale support. Your trust and understanding mean a lot to us, and we are committed to improving transparency and making future orders smooth for everyone.
Thank you again for your honesty and patience. Your feedback helps us grow as a small business, and we truly hope to serve you better in the future.
With sincere appreciation,
The MelbMolds Team 🌹
