Thank you for contacting us and we are sorry for what happened.

We ensure you it is not the shipping cost. Your destination country may charge customs duties or other taxes. We have no control over these charges as customs policies vary widely from country to country. Please know that the extra customs charges will be at your expense. We do appreciate for your kind understandings.

We have stated our policy about possible import customs charges in our Return Policy: http://www.floryday.com/return-policy.html. Here is the statement: "Floryday cannot refund, reimburse, cover, or otherwise be responsible for any fees not paid to Floryday.com. This includes any customs taxes or VAT as well as any return shipping costs you may incur in the refund process".

However, we do care about your shopping experience. Therefore, we would like to create a coupon which is valid in one year with value equals to the full customs invoice charges to share the cost with you. Please pay for it first and then send us the receipt with the tracking number by email. We will create the coupon code after getting the picture of receipt.

At the same time, please provide your order No. So we can check your order and help further.

Best regards