Sepiia 回复2023-02-15Dear Paolo,
Thank you for your message.
As stated in our shipping, returns, and exchanges policy, the customer is responsible for shipping costs. In your case, there are 25€ pending payment requested by the courier at the time of delivery. We are not responsible for this, moreover, the warehouse workers do not have money to make the payment, so the courier could not deliver this package.
We have already called the post office to find a solution. The problem comes because the warehouse colleagues do not have cash to pay at the moment because this is the responsibility of the client, as it is explained in the policy of changes and returns.
The warehouse is located in a different province from our offices, so it is not feasible for us to go and pick up this package and the warehouse does not give us this service.
We have spoken for the second time with the post office so that they can deliver it again, but they have indicated that they cannot offer us this service.
We have done everything possible on our part, but as we indicated, it should have arrived free of charge.
Sorry for the inconvenience caused.
UPDATE:
Thanks to you, indeed, shipping from outside the EU is more complicated, but it is something out of our control.
If you have any further questions, please let us know.
All the best,
The Sepiia Team