Hi iam currently living in the United Kingdom. This year in the month of January I ordered a small gem product via Caratlane website. Before ordering I spoke to their agent via chat and got a confirmation of the final price given to me. The final price is inclusive of product cost + customs duty + shipping charges. After receiving the confirmation I ordered the product and received the same in good shape. It was delivered by FedEx. FedEx also handed me customs duty invoice that has not been paid by shipper. I was confused so I called FedEx, they confirmed that the shipment has been sent to UK without customs duty and I need to pay. I requested FedEx to send this confirmation via email. I then forwarded the email with Invoice attachments to Caratlane representative who gave me written confirmation. He responded via email apologising for the inconvenience and this will be handled by their team. I believed and continued with my life. But since then this issue has been going on, FedEx have handed the case to a Debt collection agency in the UK. The debt collection agency are doing their duty of calling me and asking for the payment of customs duty. It has been 06 months and the issue has not been resolved. Caratlane representative every time via email gives me a confirmation saying this would be resolved, but in no time I get a call or email from debt agency. I am tired of writing email last and answering Caratlane calls and hearing broken assurances. I can provide the order details and email communications between me and Caratlane for authenticity. Definitely it is not a pleasant experience for me and I am doubting the genuinity of the product.