Inwild レビュー 53

Inwild からの回答

2026年4月8日

Dear customer,

We take feedback seriously; however, your claim has been thoroughly investigated and does not align with our findings.

The item you purchased was received directly from our supplier and processed through our warehouse under standard quality control procedures. At no point was any irregularity detected. The parcel dispatched to you was intact and showed no signs of tampering during transit.

Based on these verifications, we have no evidence to support the claim that the product was incomplete at the time of shipment. As such, we cannot accept responsibility for the issue described.

We remain available to review any verifiable evidence you may wish to provide, but we will not proceed with claims that are unsupported by our internal checks.

Kind Regards
Inwild Team

Inwild からの回答

2026年4月8日

Dear customer,

Thank you for your feedback. We’re sorry to hear about your experience and appreciate the opportunity to clarify what happened.

At checkout, we clearly state that all orders are shipped from Italy and that shipments outside the EU may be subject to customs duties and import taxes. Unfortunately, these charges are determined solely by the destination country’s customs authorities and are beyond our control. For this reason, we are unable to estimate or collect these fees in advance.

As with all international shipments, customs charges must be paid promptly in order for delivery to be completed. If they are not settled within the timeframe established by the courier and customs authorities, the parcel is automatically returned to the sender.

In your case, by the time you confirmed your willingness to pay the customs charges, the parcel had already been processed for return. At that stage, it is not possible for us to reroute the shipment, as couriers do not offer this service once a return is in progress, and such requests are typically not accepted.

Once the parcel was returned to us, we issued a refund in accordance with our policy. Please note that return shipping costs and handling fees are deducted when a package is sent back due to unpaid customs duties.

We understand this situation is frustrating, and we truly regret the inconvenience caused. However, we have acted in line with our shipping and returns policy, which is designed to be transparent about international shipping conditions.

Kind Regards
Inwild Team

Inwild からの回答

2026年3月31日

Dear customer,

thank you for your feedback.

We are truly sorry for the difficulties and frustration you have experienced with your order. We understand how disappointing this situation must have been, especially given the delays and confusion during the process.

We would like to confirm that, according to the latest information available, your package has now been successfully delivered. We sincerely apologize for the complications you encountered during shipping and for the time and effort you had to invest.

Regarding your concerns about communication, we would like to clarify that all emails received on our end have been replied to. However, we regret if our responses did not reach you in a timely manner or did not adequately address your concerns. We understand how this may have felt from your perspective, and we apologize for any frustration caused.

As for the product details, the country of origin was listed as China because the only labeling present on the item indicated “Made in China.” Unfortunately, no additional documentation or markings were available to suggest otherwise. To ensure accuracy, we also reached out to our contact at the manufacturer for clarification, but we have not yet received a response.

We also regret that you felt unsupported during this process. This is not the level of service we aim to provide, and we are taking your feedback seriously to improve both our communication and handling of similar cases in the future.

Thank you for your patience, and again, we sincerely apologize for your experience.

Kind Regards
Inwild Team

Inwild からの回答

2026年2月26日

Dear customer,

Thank you for your feedback.
U.S. customs duties and import fees have changed in recent years and can include more than just the base tariff rate. While the standard duty rate for many EU-origin products may be around 10%, the total amount collected upon delivery can also include additional customs processing fees, brokerage fees charged by the carrier, and applicable taxes. These are determined by U.S. Customs and the shipping carrier, not by our store.
Importantly, these charges are based on the product’s country of manufacture and U.S. import regulations. This means the same fees would generally apply when purchasing the same item from any retailer shipping from outside the United States.

We always recommend that international customers check their local import rules before purchasing, as these charges are the responsibility of the recipient and are outside the seller’s control.

Kind Regards
Inwild Team

Inwild からの回答

2026年2月9日

Dear customer,

Thank you for sharing your experience. We sincerely apologize for the frustration caused.

The sleeping bag you ordered is an “On Request” item, which means there is a waiting time for the product to arrive from our supplier. This waiting time is clearly indicated on the product page before purchase. Once you placed your order, we immediately sent the request to the supplier. Unfortunately, they informed us that the product was out of stock.

We understand how disappointing this must be, and we regret that we couldn’t fulfill your order. Please know that the cancellation and full refund were issued as soon as we were made aware of the supplier’s stock situation.

Kind Regards
Inwild Team

Inwild からの回答

2026年1月21日

Dear customer,

thank you for placing feedback.
We’re sorry to hear about your frustration and we appreciate the opportunity to clarify the situation.
Your order was placed on Saturday 27th. Our warehouse operates Monday to Friday. For this reason, your order was processed and shipped with UPS on Monday, December 29th, the first working day after your purchase.
Unfortunately, during this period couriers were experiencing exceptionally high volumes, which caused delays outside of our control. We can confirm that your order has now been successfully delivered.
We sincerely apologize for any inconvenience this delay may have caused.

Kind Regards
Inwild Team

Inwild からの回答

2026年1月21日

Dear customer,

thank you for your feedback.
We’re sorry to hear about your frustration and would like to clarify what occurred.
As clearly stated in our cart, all orders shipped from Italy (EU) to the United States are subject to import duties and customs fees, which are assessed by U.S. customs and are not included in the item price. These charges are required by law and are outside of our control.
Before delivery, UPS notified you that customs charges were due, and we also sent a reminder email to inform you that payment was required to release the parcel. Since the customs fees were not paid, the shipment was refused and returned to us.
When an order is refused and returned, original shipping costs and return shipping costs are deducted from the refund, as outlined in our policies. We are currently awaiting the courier’s official return invoice, which is issued only after the parcel is delivered back to us. As soon as we receive this document, we will calculate and process the refund accordingly.
We understand that international customs fees can be unexpected, and we encourage customers to contact us prior to ordering if they have any questions—we’re always happy to help clarify before shipment.

Kind Regards
Inwild Team

Inwild からの回答

2026年1月16日

Estimado cliente,
le agradecemos por compartir su experiencia en Inwild. Usted ha contactado a nuestro servicio de atención al cliente alegando que le enviamos un par de zapatos incorrectos, diferentes a los que había solicitado. Para poder verificar la situación, le pedimos que nos enviara fotos de los zapatos y del código de barras del producto para poder realizar las verificaciones correspondientes: todo estaba correcto. Los zapatos que usted ha recibido son idénticos a la foto que aparece en nuestro sitio web, es decir, de color gris con los cordones NARANJA: https://www.inwild.es/botas-mujer-la-sportiva-aequilibrium-hike-gtx
Nuestras fotos son idénticas a las del sitio oficial del fabricante: https://www.lasportiva.com/es/zapatos-senderismo-aequilibrium-hike-woman-gtx-mujer-zfhs138
No existe ningún error de etiquetado por nuestra parte, como ya le hemos explicado varias veces por correo electrónico. Cuando ha ocurrido un error, siempre hemos procedido de inmediato a retirar el producto incorrecto y enviar el producto correcto al cliente, o a proporcionar cualquier otra solución necesaria.
Finalmente, para mostrar buena voluntad a pesar de su comportamiento poco educado y del estrés que ha generado durante estas dos semanas, publicando comentarios negativos en nuestro sitio y en redes sociales, le hemos ofrecido recoger los zapatos correctos a nuestro cargo, en caso de que realmente no los quiera. Quedamos a la espera de su respuesta. Un cordial saludo,
El Equipo de Inwild.

Inwild からの回答

2025年11月5日

Dear customer,
thank you for contacting us and sending us feedback.
Our assistance has provided you the information that we could share. One of your orders has been returned to the sender and a refund has been issued.
According to the latest information we received, the package from the other order you placed is also on its way back to the sender.
Kind Regards
Inwild Team

Inwild からの回答

2025年11月4日

Dear customer,
Thank you for contacting us and sending us feedback.
We completely understand your concern about the unexpected import charges. However, as your order was shipped from Italy to the UK, customs duties and import fees are applied by UK Customs upon entry and are unfortunately beyond our control. These fees are standard for shipments from the EU to non-EU countries since Brexit.
At checkout, a message highlighted in yellow clearly advises that customers outside the EU may be required to pay additional import or customs fees before delivery. In order to complete your purchase, this message must be acknowledged by clicking to confirm you have read and accepted it. We include this information to ensure transparency, although the exact charges cannot be calculated in advance, as they are determined directly by UK Customs.
Regarding your request for a full refund, please note that if the import charges are not paid and the parcel is returned to us, shipping fees and any costs incurred for the return will be deducted from your refund. This is because these expenses are charged to us by the carrier when a delivery is refused or returned due to unpaid customs.

Kind Regards
Inwild Team

Inwild からの回答

2025年10月30日

Dear customer,

thank you for contacting us and sending us feedback.

We’re sorry to hear about the unexpected import charges — we completely understand how frustrating that must have been.

To clarify, while our website uses a .co.uk domain, this doesn’t necessarily indicate a UK-based operation. Our company is based in Italy, and this information is clearly stated in the Imprint section of our website.

Because shipments to the UK are now considered exports from the EU, import duties and taxes may apply. Unfortunately, we don’t have control over or visibility into these fees — they’re calculated directly by UK customs and collected by the courier upon delivery.

We do make every effort to inform customers of this in advance. In the checkout process, there’s a yellow-highlighted message specifically for UK customers explaining that additional import charges may apply before delivery.
As outlined in our Shipping and Returns Policy, if customs fees are not paid and the parcel is returned to us, the shipping costs and any expenses incurred for the return are deducted from the refund amount. In the case of small, low-value packages, couriers may decide that the return is not economical and may dispose of the shipment instead of returning it.

Kind Regards
Inwild Team

Inwild からの回答

2025年9月25日

Dear customer,
thank you for placing feedback.
We're genuinely sorry to hear that your experience has been frustrating.

We would like to clarify that we have responded to all the emails received from you, and also reached out to inform you that your local courier had attempted delivery but was unable to reach you. We recommended contacting the courier directly to arrange redelivery, as they often require confirmation or updated information from the recipient for successful delivery.

We understand your concern, and while we’re happy to support where we can, courier delivery logistics are unfortunately outside of our direct control once the package is in transit. Despite this, we’ve remained available and responsive throughout to assist you.

We’re sorry to hear that you've chosen to open a PayPal dispute while the parcel is still on its way, but we respect your decision and will cooperate fully with the process to ensure a fair resolution.

Kind Regards
Inwild Team