Hello Catherine,

Thank you for your question. I am so sorry to hear that you were startled by a custom fee. We have looked into it to see how can I help you.

As you know, international customs fees are beyond our control. Any package crossing international borders may be subject to local regulations and fees. In Canada, this amount varies from 5% to 15% of the order price, depending on your shipping address. That said, we do our best to assist shoppers throughout the process! We understand your frustration and apologize for the inconvenience.

What's the next step?

You can ask for a readjustment of the customs fee by completing this form http://www.cbsa-asfc.gc.ca/publications/forms-formulaires/b2g-16.pdf and sending it to your CBSA Casual Refund Centre (address is at the bottom of the form).

If you have any questions about this form, don't hesitate to ask! Our customer service team is always happy to help, just give us a call at 1.800.433.2367.

Best regards,
Adore Me