I had sent 2 parcels with personal belongings (aquarium + accessories, guitar, sports gear) from the UK to Austria and then received an SMS saying I needed to pay taxes+import duties+admin fee of € 127, otherwise my items would be sent back. When making the booking and declaring my items with ParcelCompare, there was no information on the extra fees at all. After having refused to pay, both parcels were returned to the UK, with only one of them being delivered and the other one (fishtank + accessories) missing. Then ParcelCompare sent me a fake email saying the missing parcel was delivered to the recipient, and it obviously wasn’t. After talking to multiple customer service agents, I accidentally find out that in their system my parcel is under ‘BROKEN AND DISPOSED’. No one notified me about that! You can't speak to anyone on the phone, their ‘Live Chat’ does not work, there is no email address either. Their website appears to be actually designed to take you round in circles. It's impossible to make an appeal because you can’t submit it (you can only cancel it, how convenient), to which they keep saying it’s a technical error… As my parcel was insured and I wanted to get a refund, I sent an Excel spreadsheet with a list of items and prices, a PDF document with the invoices, as well as a couple of pictures of the parcel prior to its collection, which in total amounted to over £360 as well as £70 for shipping. ParcelCompare are unwilling to refund, saying it’s all my fault - that my items were not professionally packed, that they are on the compensations exclusions list etc.