Padel Kiwi Reviews 

Reply from Padel Kiwi

May 6, 2026

Hello Mohammed,
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We sincerely apologize for what happened with your delivery.
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We have already submitted a formal complaint to UPS regarding your case and we have also contacted you directly by email in order to assist you personally.

We remain awaiting your response so we can help you and provide the best possible solution.

Reply from Padel Kiwi

May 6, 2026

Hello Dee,

We sincerely apologize for what happened with your order.
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We have already contacted you directly by email and provided a solution for your case regarding the missing items.

Once again, please count on us to resolve this situation as quickly as possible, and we truly hope you will be satisfied with the solution provided.

Reply from Padel Kiwi

May 6, 2026

Hello Mr Outram,

We are sorry to hear that the import charges were not fully clear to you during the purchase process.

These charges are correctly indicated throughout several stages of our website and ordering process, including the product page, checkout page, shipping conditions, and also in the shipping confirmation email.
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As we ship internationally tax-free from outside the UK, this is precisely what allows customers to benefit from significantly lower product prices compared to many local retailers.

We nevertheless regret that the information may not have felt sufficiently visible during your experience, and we truly appreciate your feedback as it helps us continue improving our communication.

Reply from Padel Kiwi

May 4, 2026

Dear Carsten,

Thank you for sharing your feedback and please accept our most sincere apologies for the inconvenience caused with your order.

We understand how frustrating it can be to receive an order with missing items, and we are truly sorry that your experience with the resolution process has felt long. When this kind of incident occurs, we do need to carry out a few internal verifications and ask for some details from the customer's side. Among other things, we have to make sure that the parcel arrived sealed and had not been tampered with during transit, and to confirm that the delivery itself was completed correctly. These steps may take a little time, but they allow us to resolve each case fairly. We genuinely appreciate the patience you showed throughout that process.

Our commitment is always to be on the customer's side, and that is precisely how we resolved your case in the end. After our checks, we were able to confirm that 2 overgrips were indeed missing from your shipment, and we proceeded with the corresponding refund for those items.

We are sincerely sorry that the overall experience has not been a positive one for you, despite the resolution. We hope that, with time, you will give us the opportunity to show you the level of service we always aim to provide.

Warm regards,
Padel Kiwi Support Team

Reply from Padel Kiwi

Apr 30, 2026

Dear Robin,

Thank you for taking the time to share your feedback with us, and we are sorry to read that you felt the delivery took longer than expected.

We would like to respectfully clarify that our standard delivery times for international shipments are between 3 and 5 business days, as indicated on our website and in our shipping policy.

Looking at your specific order, the estimated delivery date shown at the time of your purchase was between the 21st and the 23rd of April, and your parcel was delivered on the 22nd of April, which is fully within the timeframe communicated to you at checkout and in line with our shipping policy.

We are sorry if at any point during the purchase process you understood that delivery would take 2 to 3 days, as those timeframes do not apply to international shipments. We are always working on making this information as clear as possible for our customers.

If there is anything else we can help you with, please feel free to reach out to us directly.

Kind regards,
Padel Kiwi Support Team

Reply from Padel Kiwi

Apr 30, 2026

Dear Customer,

Thank you for taking the time to share your feedback, and we are genuinely sorry to read about your frustration. Please allow us to respectfully clarify, as we believe there is a misunderstanding that affects how our shipping model is perceived.

Our shipping model is what is internationally known as DAP (Delivered At Place), a shipping mode used by many international ecommerce companies that operate in countries where they do not have a fixed base. It is fully legal, fully standard in international trade, and it is not a scam in any way.

In fact, we make a point of disclosing this right below the product price on our website, where it is clearly stated that the price shown does not include VAT or import duties, and that these will be charged upon receiving the order in your country. The same information is also available in our shipping policy.

It is also important to mention that our EU customers actually pay a higher price for the same product than UK customers do at checkout, because EU prices already include VAT (since we are based within the European Economic Area). UK customers, on the other hand, see a lower checkout price precisely because the corresponding taxes are not collected at that moment, and are paid instead upon delivery to local authorities.

In other words: the total cost is the same, but for UK shipments the taxes are paid to HMRC and FedEx at the time of delivery, not to us at the moment of checkout.

We completely understand that this can come as an unwelcome surprise if you were not aware of how international shipments to the UK work post-Brexit, and we are always available to help our customers understand the breakdown. If you would like, please contact us directly and we will gladly review your specific case and see how we can help.

Kind regards,
Padel Kiwi Support Team

Reply from Padel Kiwi

Apr 30, 2026

Dear Angaddeep,

Thank you for taking the time to share your feedback with us.

Since Brexit, all shipments from the EU to the UK are subject to UK import VAT and customs handling fees, which are collected directly by HMRC and FedEx, and not by Padel Kiwi. This information is disclosed on our website just below the product price, in the order confirmation email, and also in our shipping policy at https://www.padelkiwi.com/en-gb/policies/shipping-policy.

It is also worth mentioning that our EU customers actually pay a higher price for the same product at checkout, because EU prices already include VAT (since we are based within the European Economic Area). UK customers, on the other hand, see a lower checkout price because the corresponding VAT is collected upon delivery to the local authorities instead.

We have already reached out to you privately to provide you with a more detailed explanation.

Thank you again for your feedback, Angaddeep.

Kind regards,
Padel Kiwi Support Team