Lordgun Reviews 

Reply from Lordgun

Feb 26, 2026

Dear customer,

thank you for placing feedback.
We’re glad your order arrived in a reasonable timeframe. We’re sorry to hear that your experience with our customer service did not meet your expectations.
We take all feedback seriously and strive to provide helpful and timely support to our customers. If you’d like to clarify the issue you experienced, we’d be happy to review it.

Kind Regards
Lordgun Team

Reply from Lordgun

Feb 24, 2026

Dear customer,

thank you for contacting us and sending us feedback.
We’re sorry to hear about your experience and understand your frustration.
All of our orders ship from Italy. For destinations outside the European Union, local customs authorities may apply import duties and taxes. These charges are set by the destination country and are not controlled or collected by us, which is why we cannot estimate them in advance.
We clearly inform customers during checkout that additional customs fees may be requested before delivery. If these charges are not paid, the courier is required to return the parcel to the sender. Once the package is delivered back to us, we process the refund; however, original shipping costs and any return fees charged by the courier are deducted, as these costs are incurred during transit.

Kind Regards
Lordgun Team

Reply from Lordgun

Feb 16, 2026

Dear customer,

thank you for contacting us and sending us feedback.
We’re sorry to hear that this experience was frustrating, and we appreciate the opportunity to clarify the situation for future customers.
All orders shipped from Italy to non-EU countries are subject to import duties, VAT, and customs charges imposed by the destination country’s customs authorities. These fees are not set, collected, or estimated by us, and they are legally payable by the recipient upon arrival in the destination country. This information is clearly stated on our website prior to purchase and in our delivery information page:
https://www.lordgun.com/help/delivery-infos
Unfortunately, because customs charges are determined solely by local authorities, it is not possible for us or the courier to provide an advance estimate or waive these fees.

When customs charges are refused, the shipment must continue through the customs process and is then automatically returned to the sender by the courier. During this process, return shipping costs, handling fees, and any charges incurred by the carrier are applied, regardless of whether the goods are ultimately delivered.
Once the parcel was returned to us, a refund was issued in accordance with our policy, with the return shipping and incurred costs deducted, as clearly outlined in our terms and conditions.
We understand this outcome was disappointing, but we acted in line with international shipping regulations and our published policies. We always encourage customers ordering from outside the EU to review potential customs charges in advance to avoid unexpected costs.
We remain committed to transparency and are always available to answer questions before an order is placed.

Kind Regards
Lordgun Team

Reply from Lordgun

Feb 24, 2026

Dear customer,
Thank you for your feedback. We’re sorry to read about your experience.
Unfortunately, based on the username and the general nature of the description, we are unable to identify the specific case referenced. When an issue with a received product is reported, we are required to carry out the appropriate internal checks. For example, if damage may have occurred during transport, we must coordinate with the delivery service and any parties potentially involved in order to determine the cause and the correct resolution.
We understand that waiting can be frustrating. Please note that we handle a high volume of requests daily, and some cases require additional time to investigate properly so that we can provide the most accurate outcome.
Kind Regards
Lordgun Team

Reply from Lordgun

Jan 29, 2026

Dear customer,

Thank you for your feedback.
We’re sorry to hear about your experience and understand how unexpected customs charges can be frustrating.
As an EU-based seller shipping from Italy, we do not collect or control UK import duties, VAT, or courier brokerage fees. These charges are calculated and applied by UK customs and the courier (UPS) upon import, not by us, and unfortunately we are not provided with a breakdown or advance calculation.
At checkout, we clearly advise that additional customs fees may apply and must be paid directly to the courier before delivery. We currently do not offer Delivery Duty Paid (DDP), which is why these charges are not included in the product price.
Regarding the shipment details, the customs declaration is completed in line with courier and customs requirements and does not affect the percentage or total amount charged by UK customs.

Kind Regards
Lordgun Team

Reply from Lordgun

Jan 29, 2026

Dear customer,
We’re sorry to hear about this experience. For undelivered orders, we ask customers to contact our customer service so we can investigate with the courier and resolve the issue as quickly as possible. If a package is confirmed lost, we always issue a refund. We regret that this situation was frustrating and appreciate the feedback.
Kind Regards
Lordgun Team

Reply from Lordgun

Jan 15, 2026

Dear customer,

Thank you for taking the time to share your feedback. We would like to clarify a few important points regarding customs duties, tariffs, and additional charges applied to shipments delivered to the United States.

All orders shipped from our company originate in Italy (European Union). As a result, shipments destined for non-EU countries—including the United States—are subject to customs controls upon arrival in the destination country. Any import duties, tariffs, taxes, or brokerage/handling fees are determined exclusively by U.S. Customs and Border Protection and the courier, not by our company.

Unfortunately, it is not possible for us to estimate these charges in advance, as they are assessed by customs authorities and the shipping carrier. For this reason, all customs duties and related fees must be fully covered by the customer. We are also unable to provide alternative quotations or exemptions for these charges.

Please note that this information is clearly stated in our online cart and checkout process. Before completing an order, customers must explicitly acknowledge the following notice in order to proceed:

“The shipment is sent from the EU and orders destined for the USA may be subject to customs control at the destination with import tax and possible handling charges. The Trump administration has recently introduced tariffs on imported goods to the U.S. (e.g., EU origin +10%, China +34%, Vietnam +46%, Taiwan +32%, Japan +24%, etc.) that will greatly affect the final price of the purchased goods.”

This acknowledgement is mandatory and cannot be bypassed. Screenshots of this notice are available upon request.

If customs fees are not paid upon delivery, the parcel is either returned to us or, in some cases, abandoned by the courier. Should the shipment be returned, a refund will be issued once we receive the goods back, minus the original shipping costs and any return expenses incurred. If the courier abandons the shipment due to excessive return costs and the goods are not returned to us, we regret that a refund cannot be issued.

For detailed information regarding applicable duties or brokerage fees, we recommend contacting U.S. Customs or your local customs office prior to placing an order.

We remain available should you need further clarification and appreciate your understanding.

Kind Regards
Lordgun Team