Reply from The Sunglass Fix
Hi Reinhard, I'm really sorry to hear your lenses didn't arrive. This review is the first we were made aware of your issue. I can see that your order was shipped and lodged with DHL but without further tracking we have no further information. However, I can tell you it has not been returned to us yet. That is usually what happens in Europe when customs refuses packages. I can also see that no phone number was provided. We have since fixed our system to make phone numbers required where as PayPal payments didn't provide that historically. Since EU rolled out low value VAT we find that without a phone number they are more likely to reject the parcel rather than trying to contact a customer at their address. We are very sorry about that as we are only still learning about the trade barriers put in place in EU and the rules customs are requiring. I will have someone reach out to you right away. We will confirm your address was correct and get a phone number and reship the order or we can certainly refund you in full. We do guarantee delivery and I'm sorry about the issue. Craig Anderson - CEO and Founder Sunglass Fix