Lordgun Reviews 

Reply from Lordgun

Jun 6, 2026

Dear customer,

Thank you for your feedback.
We are sorry to hear that you were disappointed by the import charges applied upon delivery.

We would like to clarify that, for shipments to the UK, information regarding potential import VAT, customs duties, and brokerage fees is displayed during the checkout process. This notice is highlighted and customers are also required to acknowledge it by ticking a dedicated checkbox before proceeding with their order.

Kind Regards
Lordgun Team

Reply from Lordgun

Jun 6, 2026

Dear customer,

thank you for your feedback.

We’re sorry for the frustration and inconvenience this situation has caused.

Regarding your order, there were indeed issues on the courier’s side during transit, which ultimately resulted in the shipment being returned to us.

Once the returned item was received back at our warehouse, we initiated the refund process. However, at that point a payment dispute (chargeback) had already been opened with your card issuer. When a chargeback is active, the transaction amount is temporarily blocked and cannot be processed directly by us, as control of the funds is transferred to the card issuer’s dispute process.

We have already provided confirmation to the credit card company that the goods have been returned and that a refund is due, so the resolution now lies with your bank/card provider. They are responsible for finalizing and releasing the funds back to you.

We understand that this process is slow and not ideal, but unfortunately it is outside of our direct control once the dispute is initiated.

Kind Regards
Lordgun Team

Reply from Lordgun

Jun 6, 2026

Dear customer,

Thank you for sharing feedback and we are sorry for the frustration.

To clarify how our ordering system works: any VAT/NIF-related requests (including VAT exemption) must be completed through the designated fields or the established procedure during checkout and before the order is processed. The order notes are not treated as a validated field for tax or invoicing data, and while they may be reviewed for operational questions, they are not used to modify invoicing details.

In this case, the VAT/NIF information provided in the notes was not processed as part of the invoicing procedure because the formal VAT request step had not been completed. For that reason, the invoice was issued based on the order data as registered at checkout, and it is not possible for our team to retroactively modify VAT-related invoicing details once the order has been finalized and processed.

We also understand your concern regarding the partial handling of the message in the notes. Different types of requests in order notes may be handled by different internal teams depending on operational relevance. However, tax and invoice data specifically require the correct formal procedure, as they are subject to strict compliance rules and cannot be inferred or partially applied from free-text notes.

We recognize this outcome has caused you inconvenience, and we regret that. We encourage clients to contact our customer service team before placing an order if any part of the process is unclear or if they have any questions.

Kind Regards
Lordgun Team

Reply from Lordgun

Jun 6, 2026

Dear customer,

thank you for your feedback.

We are sorry to hear that you were dissatisfied with your experience.

To clarify, all orders shipped outside the European Union may be subject to import duties, taxes, and customs fees determined by local customs authorities and collected by the courier before delivery. This information is clearly indicated during the checkout process. As the seller, we have no control over customs assessments, procedures, or the amount charged by customs authorities.

According to the information provided by the courier, the shipment was presented for delivery and customs clearance. When the required import charges were not paid within the courier's deadline and the parcel was refused, the shipment was subsequently classified by the courier as abandoned. In such cases, the courier determines whether a parcel is returned to the sender or abandoned, and a return is not always available.

Regarding the declared value, commercial invoices are generated based on the order information and applicable customs requirements. We are not involved in the calculation of duties or taxes imposed by customs authorities.

We understand your frustration with the outcome and regret that the parcel was not received. However, because the shipment was classified as abandoned by the carrier and was not returned to us, we are unable to issue a refund for merchandise that was neither received back nor made available for recovery by the courier.

Kind Regards
Lordgun Team

Reply from Lordgun

May 21, 2026

Dear customer,

thank you for contacting us and sending us feedback.

Shipping originates from the EU, and during checkout it is clearly stated that customers outside the EU may be subject to additional import duties, taxes, or customs fees required before delivery.

These charges are applied by the destination country’s customs authorities and are paid directly to the courier. Lordgun does not collect or control these fees.

We recommend that customers outside the EU check their local import regulations before placing an order.

Kind Regards
Lordgun Team

Reply from Lordgun

May 21, 2026

Dear customer,

thank you for your feedback.

We are sorry to hear about the inconvenience caused by this delay.

When a shipping issue occurs, we are required to open an investigation with the courier company. Please note that the investigation is handled directly by the courier, and unfortunately the process can take some time to be completed.

Until the courier officially confirms that the parcel is lost, we are unable to immediately proceed with a refund or a replacement shipment. However, despite the ongoing investigation, the customer has already been refunded, as we certainly did not intend to abandon the case or ignore the issue.

Thank you for your patience and understanding.

Kind Regards
Lordgun Team

Reply from Lordgun

May 14, 2026

Dear customer,

thank you for placing feedback.

We understand your frustration and agree that receiving a package containing only the replacement lenses, without the glasses themselves, is highly unusual.

Our team carefully reviewed the shipment process for this order and, at this stage, we have not identified any anomaly during packing or dispatch. Additionally, the outer parcel shown in the materials provided does not appear to display signs of tampering or damage during transit.

That said, since you continue to report that the glasses were missing upon delivery, we are continuing to investigate the matter further with our internal team and shipping contacts to gather any additional information that may help clarify what occurred.

Should we receive any new findings or updates regarding this case, we will contact you directly.

Kind Regards
Lordgun Team

Reply from Lordgun

May 14, 2026

Dear customer,

thank you for placing feedback.
We are sorry to hear about your dissatisfaction.

To clarify the situation, the seat post was purchased in 2024, while the issue was reported to us in 2026. Since this was not a defect reported immediately upon delivery or upon opening the package, it cannot be treated as an immediate return case.

Following the standard warranty procedure, the case was opened with the manufacturer, who requested the product to be returned for technical inspection before any evaluation or replacement can be considered.

As the shipment originates from outside the EU, return shipping costs are the responsibility of the customer according to our warranty policy. Unfortunately, without receiving the product back for inspection, the warranty process cannot proceed further.

Kind Regards
Lordgun Team

Reply from Lordgun

May 14, 2026

Dear customer,

thank you for placing feedback.

We are sorry to hear that your experience did not meet your expectations.

Regarding your return, once the package arrived at our warehouse, our team identified that the garment was not in the same condition in which it had originally been shipped. As stated in our Terms and Conditions and in the return approval email sent to all customers, returned items must be sent back in perfect condition, exactly as received.

For this reason, the return could not be accepted and the item was sent back to you. While we understand your later observation that the mark could be removed easily, the issue was not related to the difficulty of removing it, but rather to the requirement that returned products arrive clean and compliant with our return policy. Our warehouse operators are not authorized to clean or restore garments before inspection.

We kindly invite all customers to carefully check the condition of products before shipping returns to ensure they meet the return requirements.

Kind Regards
Lordgun Team

Reply from Lordgun

May 14, 2026

Dear customer,

We are sorry to hear that you are dissatisfied with your experience.

Please understand that, when a customer reports a missing item, we are required to carry out a complete investigation before providing a final response. This process involves checking several internal departments, including warehouse preparation, packaging verification, shipping documentation, and order handling records. As we process a very large number of orders every day, these checks require time in order to be conducted accurately and responsibly.

For this reason, an immediate reply is not always possible, especially in cases where we need to carefully reconstruct every step of the order preparation and shipment process.

Following our internal investigation, all records related to your order confirmed that the shipment was prepared and dispatched correctly, with the items included according to the order summary. Based on the outcome of these checks, we were unfortunately unable to validate the claim for a missing shifter or proceed with a refund/replacement request.

We understand that this outcome may be disappointing, but we assure you that the case was reviewed carefully and with attention by the relevant departments before a final decision was made.

Kind Regards
Lordgun Team