Dear Rakto,
We are sorry that the item has not yet arrived. In the email we sent you after receiving your review, we explained that the parcel is currently held at the Customs Administration of the Republic of Serbia.
As we did not have the option to prepay the duties when we were preparing the shipment, the parcel was sent Delivered Duty Unpaid (DDU). The customs might have sent you a request for settling the import duties and taxes, and we would love to assist as soon as updates are obtained from you because we have no access to the customs information. Unfortunately we have not received any replies nor updates from you up till now.
We are going to send you another email containing the contact number of the Customs Affairs and Customs Procedures Divison of Customs Administration of the Republic of Serbia we found on their website. As no email was provided on the website, we are not able to send them enquiries regarding your parcel.
We hope to hear from you soon so we can obtain information on your parcel's customs status. If the parcel is returned to us due to the failure in customs clearing, we would issue a refund to you immediately. The refund amount would be the original order value deducting the extra shipping cost incurred in the returns process.
All of our other international parcels arrived safely and promptly at our customers addresses. Yet this is our first time shipping to Serbia. We should have contacted you and discussed with you the customs process and potential custom duties and taxes you might have to pay before fulfilling your order. We apologize for not having done so and we are eager to assist you on clearing the customs. We look forward to receiving your replies and updates.
Best regards,
Yandy from Techo Treats