Reply from The Sunglass Fix
Hi Ricardo Thank you for contacting us here on Trustpilot. We note that you also reached out to us by email at the same time and we are pleased to confirm that the issue has now been resolved. As discussed, we have arranged to reship a new set of lenses to you after prompting you to provide the correct information necessary for delivery, information that you did not include in your original order. To clarify the situation, your original package is being returned due to missing import details required by Brazilian customs. Specifically, when placing your order, you did not include your CPF ID, this is a mandatory government requirement for all imports into Brazil. We flagged this and emailed you for the CPF ID, which you then provided, indicating your familiarity with the process. However, when the package reached Brazil, it was returned because the local post office procedures weren’t followed as outlined in our email to you. We advised that: You would need to collect the package from your local post office with a copy of the order invoice showing both exporter and importer information and the correct declared value. The CPF ID, which we correctly included on the shipping label and invoice, must also be presented. Tracking should be monitored closely, as customs release packages for a limited time while waiting for import fees to be paid. We understand that navigating import fees can be frustrating and we apologise for any inconvenience caused. That said, this requirement is a Brazilian government regulation and as stated on our website, the customer is responsible for any applicable import duties or taxes. We hope this clears things up, and please do not hesitate to contact us direct, as you have been previously. Regards Lana Customer Care Team at the Sunglass Fix