I am a customer based in the UK who has traded on VC for the past three years happily and spoke of good things to friends. Until what happened two weeks ago. The event has been making me highly miserable, with no one from the company providing actual help. I shipped a Chanel fantasy tweed jacket, which I cared for very preciously, to a buyer on the first day of the new year in 2023. The buyer cancelled the order, and upon returning to me from the VC hub, the courier messaged me about the £200 that I suddenly needed to pay as an "import fee" - I had no idea which country this jacket was being sent to in the first place, so I am clueless why I am subject to this international import fee. I spent the past week trying to talk to customer support through chat, and none of the three I have spoken to (Aiza Sophia, Juan Victor, Rein S.) are helping me retrieve my own item back. They reply back to you every 24 hours for every question you have, and nobody answers back to my emails. In the chat, all they say is, "we are looking into it" or "you need to pay it because you are receiving it", which is absolute nonsense. The VC's website clearly states that the seller should be able to receive the item back "free of charge" should the buyer cancel the order. The website also clearly states that the seller is not liable for any import fees, even after Brexit. So why can't you send me my item back with pre-paid import fees? I just want my jacket back. As simple as that. I messaged VC on Twitter and Instagram, and I was shot down, claiming that I could not open a new conversation outside the VC platform. But then why does nobody give me an answer on VC on how I can get my jacket back??? Trust me, I want to shorten this conversation as much as you do. The jacket is still stuck in the postal warehouse because the import fee has not been dealt with by VC yet. To add, although my jacket was legitimately Never Worn, the VC workers decided that it should be Very Good Condition instead of Never Worn - which I am actually okay with because I respect their opinion too. The problem here is the fact that THEY ARE NOT RETURNING THE JACKET TO ME. It is still my jacket that I originally paid for. You are a broker between the seller and a buyer, where the buyer made the decision to purchase it AND pay the import fees based upon THEIR home base (I do not know who they are and whether they live IN or OUTSIDE the UK). Now that the buyer cancelled the decision, it is your responsibility as the agent to ensure that I receive my item back. The buyer's financial decision is not my financial liability. Please give my jacket back to me. I look forward to hearing back from you.