User Experience

21.10.2016
„I have only been using Mailbox;s service for a few months and once you get used to the system of crediting your account for the postal service you choose to forward your post, AND choosing the best forarder for your needs, they offer a very reliable and efficient service. The only problem I encountered was when using the Czech Parcel sdervice as it got lost-no fault of mailbox de whatsover. However from my eperience so far tge normal Deutsche post service is the best of all, it has arrived in the UK sometimes as quickly as 3 days and most often 4 days. Lucy who seems to handle customer enquiries is a star with a lot of patience. Thank you Lucy!!! !" mark buchanan, London

18.10.2016
„Is this item on prohibited list, or NO, I see ovens on that list and Im not shure, just check before buying. Bottom is a link from Ebay https://goo.gl/n7RcKz Mister G

Answer:
Hello, We can receive this item without any problems. Sincerely, Ondrej, Mailboxde.com GmbH

12.10.2016
„I have a question. How do you send letters? DHL? What happens if I am not at home few days? Do you leave it my mailbox or do I have to be at home and sign for it? Thanks in advance" Ewald Weiss

10.10.2016
„My delivery was returned due to dangerous goods. Its a cell phone, and I really need to pay transportation twice to get this delivered?" Pål

Answer:
Dear Pål, Our fee was not charged, however the postage is non-refundable for all prohibited goods according to the rules of Deutsche Post. Deliveries handed to collective store cannot contain following items: bb) Electronic devices containing lithium batteries (such as mobile phones or digital cameras) - Deutsche Post banned shipping by air anything containing a lithium battery. Shipment with lithium battery up to 5 kg can be sent via UPS (see UPS instructions). Sincerely, Ondrej Krabs, Mailboxde.com GmbH

7.10.2016
„Overall a great experience for a new buyer. Only found out about their service a few weeks back and was a bit hesitant due to the look and feel of the website. Perhaps some improvement can be made to ensure the legibility of website. As for the service, it was affordable and hassle free. My items arrived on time and was promptly shipped. No issues encountered whatsoever. I\'ll be regularly using your service. PS: The FAQ isn\'t clear and the navigation is quite hard to go through. I strongly suggest to create an infographic where information can be available easily and won\'t create confusion for your customers." http://www.zara.com/de/en/

Answer:
Hello, Thank you for your feedback. We are going to work on the improvement. Sincerely, Martina, Mailboxde.com GmbH

23.9.2016
„Hi, have you handled packages shipped from Mediamarkt (Germany)? To be precise, are there any restrictions being imposed from Mediamarkt.de regarding sending shipments to your service, that is Mailbox.de? Thank you. Regards" Goran

Answer:
Dear Goran, We can receive these shipments without any problems. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

22.9.2016
„Please help, Teo again. Tried sending email but no response. My returned mail, must I pay airmail fee again? Have received via same address using your service for 3 times and now this happened. I still have 2 new packages just received, need your advice soon, please. It is going to be one month and I am really anxious not receiving my packages..." Teo

Answer:
Dear Teo, We will send the package once again at our expense. I have checked your account and I would like to ask you if you can register a new account for shipping outside the EU (your account is registered for shipments to the EU). The price will be cheaper (excl. VAT). We can move your packages - send me your new ID, please. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

14.9.2016
„29.08.2016 - parcel was sent but returnes due to unknown address and since then I have not heard anything. Please help" Teo

Answer:
Dear Teo, Your package has been returned on 9. 9. 2016 from Singapore. You will be informed, when we receive this shipment. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

8.9.2016
„Ordered a device at amazon.de and got it delivered to Croatia by Mailboxde.com. I just followed the instructions from the website and everything went smooth and my package was delivered within just a few days! Great service, thanx!" Daniel

5.9.2016
„I highly recommend to mailboxde.com to all who love European goods! The service could not be anymore efficient than it is! Ondrej and his team do a spectacular job - and I could not ask for better! Thank you for all that you do! " K. Kuser

17.8.2016
„I am very satisfied with your service. I just find your program somewhat not user friendly. I use two other forwarding companies (USA and UK) andd they are musch more user friendly" Machiel Odendaal

12.8.2016
„According to parcel tracking: http://files.bs-motoparts.eu/dokumente/bs-tracking.html?number=01585043981570 you received shipment from Motea GmbH without my name or ID in the address. Could you please be so kind and register it to my received shipments at mailboxde.com so I can pay for your services? " Nemanja

4.8.2016
„Can we transferr items from my mailbox to mailbox of my friend\'s account ? That would be great Kind regards" Ivo

Answer:
Dear Ivo, Unfortunately, this service is not supported. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

26.7.2016
„In regards to a previous problem, it turns out it was the fault of Deutsche Post, and NOT Mailboxde. Deutsche Post was providing tracking information that was incorrect and not updated. I would like to thank the people at Mailboxde for providing excellent customer service, and answering all my questions in a timely manner. This is a reliable/dependable service..thank you so much." Stephen

26.7.2016
„I have never had a worse mailing experience in my life. You are now telling me that I received a package that in fact I did NOT receive. I had TWO parcels sent through your service; one was received and the other one was sent to Austria for some unknown reason, and it has since DISAPPEARED. If you do a simple tracking search of RL738617383DE you can plainly see that it is in Austria. It should not have been sent to Austria as my address is United States. You are confusing this lost package with the other order that was received. I will continue to contact you until i get some answers. And please don\'t tell me i received this package because I did not. I received item number 22361347. The item that has VANISHED IN AUSTRIA is number 22359748." Stephen

26.7.2016
„my shipment 449945335281 Delivered to andere anwesende Person: Herr Dunajcik by DHL . Sent today : Tue, 26.07.16 at 10:12. You got it so why I don\'t see it on my account? Fist time this happens!! Also why you don\'t reply to emails?!" Ronit

Answer:
Dear Ronit, The package will be sent tomorrow. All packages are processed in few hours however always the same day. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

26.7.2016
„My shipment is not visible on my account... I want to pay and get send it today..." Ronit

Answer:
Dear Ronit, The package will be sent tomorrow. All packages are processed in few hours however always the same day. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

26.7.2016
„How long it takes from you to update an account with new parcel? " Orit

Answer:
Dear Orit, All shipments are processed the same working day. Do not hesitate to contact us, if your shipment is not visible on your account. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

26.7.2016
„My package, which was supposed to be sent to United States, was actually sent to Austria, as country as final destination. I tried to track it\'s location but the trail ends in Austria..the package seems to have vanished. Customer service here was no help, so I had to start an investigation with Deutsche Post. It\'s really unbelievable.." Stephen

Answer:
Dear Stephen, Your package has been mistakenly sent by Deutsche Post to Austria, however the shipment has been claimed and forwarded the same day to the USA from Austria. The shipment is already in the USA: usps.com. Your shipment was delayed by one working day. I apologize to you. You may arrange redelivery by using the Schedule a Redelivery feature on this page or calling 800-ASK-USPS, or may pick up the item at the Post Office indicated on the notice. If this item is unclaimed by August 9, 2016 then it will be returned to sender. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

25.7.2016
„Do you also send to Namibia? If so can you add the destination of Namibia in your country list." Dirk T

24.7.2016
„I would like to change my item description to : \"fitness accessory\" My NO. is: 22358042 I need this done quickly. Thank you :)" Edmond

Answer:
Dear Edmond, I apologize to you, unfortunately we can not change the item description in this case in your confirmed order. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

20.7.2016
„I cant find the \'continue\' button in the \'received shipments\' page !!!! My Order is 22361681" Fernandes Pedro

Answer:
Dear Fernandes Pedro, Your special request will be processed within 1 working day. You will see the button "Continue" later. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

16.7.2016
„Can you provide Customs Stamp Proof of Export when sending out of EU? I would like to use this proof to claim VAT refund from my merchant." Don

15.7.2016
„using the service for quite a while A+++++ service, I can only recommend it done a lot of shipments, both receiving and sending and never any problems keep up to good work guys" Leonardo D.

12.7.2016
„I do not get any reply from you... what do you want to do??? keep my parcel blocked for ever??? WTF?? you dont want me to pay I dont understand???" Ronit

Answer:
Dear Ronit, Your paypal account has been used for more customers in our system. It is against our rules. Use bank transfer, please. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

12.7.2016
„Ok,but I can not pay with my Paypal now? I can\'t do bank transfer... whats now??" Ronit

Answer:
Dear Ronit, If you are not able to add your money to your paypal account, you can use another exchange provider or bank transfer. You can try fxcompared.com. If you are looking for PayPal customer support, the number is 073-713-7777. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

11.7.2016
„Just paid 16.73 EURO for shipping and somehow my shipment got cancelled for no reason and got credit of -40.32 EURO. WTF?! Did not got back my 16.73 EURO! " Ronit

Answer:
Dear Ronit, One of your shipments has been lost during transport and delivered few days later. The indemnification from your PayPal account has not been sent back. This is why the account is in the red, and we are waiting for payment of the debt. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

1.7.2016
„I\'ve followed instructions I have received via email upon registering here, offered from Amazon DE to Russia; received my shipment within 2 weeks! Nice." Alex Mark, Moscow

26.6.2016
„Is it compulsory to always write mailboxde.com to my address before shopping or i can just write my name address and my id number?" augusta

Answer:
Hello, Yes, it is compulsory to write our company name Mailboxde.com GmbH (or c/o Mailboxde.com GmbH) in the address. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

25.6.2016
„Little bit pricey services and system is a bit confusing to me. Very good costumer service, quick response. Quick dispatch, fast delivery!!! What can i say...Great!" Brano - Montenegro

10.6.2016
„First time using your service. Items were sent immediately and arrived quickly. One very satisfied customer!!" Robert K.

19.5.2016
„Hello, i would like to know about the tracking number of my shipments\" any advice? Kind regards" Enrique Acevedo

Answer:
Dear Enrique, Please, could you clarify me, what tracking numbers do you mean? Do you mean the tracking numbers of the sent shipments? Sincerely, Martina, Mailboxde.com GmbH

9.5.2016
„I spent a year with another forwarding company which was not a good experience. Every question was interpreted as a critism. I changed to Mailboxde and am about to receive my 20th parcel. Not an error not a problem, a lot of help and very large choice of reasonably priced carriers. Very happy customer" Dave Gabbitas

2.5.2016
„This is my first delivery using Mailboxde.com. The shipping prices are very reasonable and the package arrived fast! I am very happy with the experience, and now this is my preferable way of ordering from abroad. Perhaps because English is not my first language, I had a difficult time understanding the package consolidation issue at first (I didn\'t realize that it meant combining the packages), so if you could add a more simple explanation and such that it could be seen right away, that would be nice. Thank you Mailboxde!" Yulia, Israel

16.4.2016
„Your VAT number DE281224359 is not valid. Why?" Miko

Answer:
Dear Miko, Our VAT number has been changed together with the legal form in January 2015. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

11.4.2016
„I have been using Mailboxde.com for a while now. From the start, the system was a bit confusing for me (probably due to webpage layout) but all information is actually clearly visible and once you figure out what is where, and it works like a charm. I like the fact that all costs are clearly stated so you know what to expect and you will be paying for, with no surprises. UPS service works great too, from Mailboxde in Germany to Croatia - during the week - it arrives in 4 days. I mostly consolidated my shipments and it’s all fine, there’s a big save on shipping costs that way. Customer service is brilliant, as even to my dumbest questions I always got a prompt reply and quickly solved any issues. Very friendly support team. I hope it stays this way, thanks!" Alex, Croatia

21.3.2016
„Waited nearly 3 weeks for my order and still nowhere in sight. No updates from Deutsche post and mailboxde have not given me a reply (told me it is normal when I first enquire). It\'s more than 10 business day, it\'s not normal at all. Please investigate" tak

Answer:
Dear Sir, We will start the claim today. I strongly apologize to you for the delay. I believe that the package will still be delivered, however the complaint will be started. Sincerely, Lucie, Mailboxde.com GmbH

17.3.2016
„This was our first delivery from Germany via Mailboxde.com, and it worked like a charm! The only concern was due to the lack of information: We were\'nt sure whether Mailboxde.com is authorized to receive and sign our parcel from the carrier (DHL), but this concern was completely unnecessary. We took UPS Standard shipping from Mailboxde.com to our destination address. UPS delivered our goods from Germany to Finland in just 3 workdays, but the final phases of logistics in Finland took 4 workdays, because UPS decided to use our national mailing company as a sub-contractor instead of delivering the parcel by itself. Probably this is normal with \"Standard\" shipping methods." €bot

14.3.2016
„Hi, delivery status for my package is \'\'UNDELIVERABLE\'\'- WHY? i was send an email to you immediately but nobody answer..." Mirjana

Answer:
Dear Mirjana, Unfortunately we can not receive shipments from outside the EU. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

5.3.2016
„Great service, package arrived in 2 days from Germany to Croatia via Czech post, thank you" Marko

3.3.2016
„This is a great service! It took some for delivery to the warehouse (I think it got stuck somewhere in Germany) but I received everything for a fair price :)" Gijs, the Netherlands

3.3.2016
„I don\'t have VAT ID because I\'m not a company. I can\'t change my user type. What can I do?" Nico

Answer:
Dear Nico, Your account was updated. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

19.2.2016
„Hi, I got an email that my package arrived but with a wrong size and very unreasonable weight. Could you please remeasure the package? Shipment 22321738, Box: 46508." Yuriy

Answer:
Dear Yuriy, I have remeasured your package and dimensions incl. weight are correct. We can repack your shipment for 4,00 EUR, if you wish. Do no hesitate to contact us. Sincerely, Jan, Mailboxde.com GmbH

19.2.2016
„Hi,can you advice me which is better and faster dautche post or standart UPS? But UPS doesn\'t have insurance before 500 euros.please advice me which will be better to mark to be delivered on time " Ani

8.2.2016
„I ordered a designer sweater from mythersea.com this mail service is good, I got my sweater here in the United States within two weeks. Thanks mailboxde " Lisa

5.2.2016
„All went smooth until my package was handed to DHL Paket for delivery to Hungary. After 1week going rounds in Germany, the package was suddenly back at mailboxde warehouse due to mistake by DHL(or mailboxde). I had to trace it and ask by myself mailboxde if they received back the shipment ,got their confirmation, and 2 days now I have been trying to contact support to resend the package without any reply back. Started good but turns to disappointment!!! " a.h

Answer:
Dear Mr. Heracleous, I am sorry about your dissapointment about the returned shipment. The problem was that the shipping label has been damaged while transporting and the Deutsche Post could not recognize the address. We will send it again on our own cost. Sincerely, Martina, Mailboxde.com GmbH

4.2.2016
„I want an answer where the hell is my order 22310914 I have been waiting more than 3 weeks!!! " Talor

Answer:
Dear Talor, Thank you for your feedback. Our fee for processing was refunded. The Transit Time for Czech Post to Israel was updated (Transit time can take 5 - 40 working days) for all customers and their shipments outside the EU now. We have started the claim, however we are waiting for the result (usually 4 - 8 weeks according to the rules of Universal Postal Union). The insurance amount will be paid by us if the complaint will be not resolved in February. I apologize to you for the waiting. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

1.2.2016
„I had a good 1st experience with Mailboxde. They posted my item on the same day they received it! However I don\'t recommend using Czech Post, it took 2 weeks from Czech Republic to Spain. Then because it was Xmas and spanish post (correos) is a disaster, it took another 2 weeks to receive it at home." JC

29.1.2016
„Hi, Ondrej, this is just a heads-up concerning the e-mail I send to your support staff a couple of days ago concerning an issue with my last shipment (which I\'m sure will be sorted out considering my positive experience with you in the past). Many thanks. " Sebastian

29.1.2016
„I have made until now 13 forward shipments on Mailboxde.com to Slovenia. All have been delivered as it was specified in Postage terms. The Consolidation Service by Mailboxde.com is very professional, Economical and they always answer on additional wisher. I just want that Mailboxde.com continue to do so good job. Thank you for now. " Andre, Slovenia