Help - I got a request for a custom order from someone in Australia (not on here but you folks are so helpful I thought I’d ask for advice here!).
The order involved me ordering in extra materials at considerable cost as I had to buy more than was actually required for the order, and two items were made. I was in constant communication with the buyer sending photos to help her select colour schemes and also of the final products before sending. I then sent the items by tracked postage but on receipt she said they weren’t quite what she had wanted. I’m not sure what my legal rights were but in the interest of customer satisfaction I said if she returned the items I would give her a refund (minus postage costs) which she agreed to. While the items are not what I would normally make they could be resold here so it wasn’t a complete disaster.
I have just received a card from the post office saying that they are unable to deliver the items back to me as there is a customs charge of £13.58 (including £8 handling fee) to be paid. So what to do now? I know in the grand scheme of things £13.58 is not a vast sum of money but I feel aggrieved that this order is now costing me money. Should I just take it on the chin and pay up putting it down to experience, ask her to pay it (I have yet to process the refund), or ask for a contribution to the costs. The items in question total £52.
Hope you lovely lot can give me some advice and thoughts on what you would do in a similar situation.