Hello,

First and foremost, please accept our heartfelt apologies for the inconvenience and frustration caused by the unexpected hold on your order. We deeply regret that your experience with us did not meet the seamless service we strive to provide to our cherished customers like you.

We truly value your loyalty and want to assure you that your satisfaction is of paramount importance to us. Orders shipped outside the European Union are subject to customs clearance, which can occasionally lead to additional import duties or local taxes. These charges are governed by the regulations of your country, which unfortunately lie beyond our direct control.

Your shipment with DHL Express is currently on hold due to customs processing as of May 29. We understand how important it is to receive your order promptly and are monitoring this closely. We encourage you to reach out directly to our dedicated Customer Service team via phone or chat for real-time updates and swift assistance tailored specifically to your case. Our team is here to provide you with the most immediate support and reassurance.

Thank you sincerely for your continued trust and patience. We are honored to have you as a valued member of our community and are committed to turning this experience around for you.

Best Wishes,
Vision Direct