Sky & Telescope "Shop at Sky" online store / F+W Media

[hunterknox]

Ordered a couple of books from Sky & Telescope's online shop. They arrived in the UK quickly enough but I was surprised to receive a customs note with them (since books should be exempt from additional taxes). After 1/2 an hour on the phone to the Post Office and HMRC I was informed that I'd need to pay an additional £19 to receive the items, but could claim this back if they'd been mis-handled.

When they were delivered it turned our that, rather than being mis-handled, they'd been mis-labeled as "craft supplies". Contacted S&T requesting a refund of this additional charge, which was entirely a result of their error.

Received an answer after over a week, which stated that:

"...unless your package was sent to a school or learning institution or you requested that the package be marked as educational we have no way of knowing if it will be used for a personal hobby or craft"

This information was not given at the checkout.

I responded, pointing out that I had ordered from the S & T shop, which doesn't sell craft supplies, and that I was surprised that they make customs declarations on parcels when they don't know their contents.

Received another response to the same effect and stating that:

"[sky and Telescope] are under the umbrella of F+W Media a Content and Ecommerce company."

So it seems I am to remain out of pocket. It's a shame because I'm certain my future custom would have been worth a lot more.