Jenwuk
Don’t buy your Stapelstein directly if…
Don’t buy your Stapelstein directly if you live in the uk, their mobile website doesn’t make it obvious that you’re going to have to pay customs fees, vat and handling on entry into the uk, so I selected the unique stones to “save” some cash, and by the time I’d paid the customs charges they cost more than non defective ones would have, an extra £55 on top of the web price. Their notice about this only comes up after you’ve paid on a mobile and customer services wash their hands of it to the IT team very quickly with no sympathy or recompense, or offer to cancel. I just hope the stones aren’t ugly when they arrive. If you’re in the uk get them from Amazon.de or another seller based here, at least you won’t be stuck with additional fees. Gave two stars because they did expidite my dispatch and I’ve heard they’re a good product.
Response from StapelsteinJun 4, 2026
Hello there! Thank you for sharing your open and honest feedback with us. We are genuinely sorry to hear that your experience with our mobile website left you feeling frustrated and that the additional import costs caught you by surprise—this is definitely not the smooth, joyful journey we want for our community. We completely understand your disappointment regarding the extra charges, and we want to share some background on why this happens and how we are working to make it clearer: Why these charges occur (Post-Brexit Regulations) Since the UK left the EU, shipping regulations have unfortunately changed quite a bit. We want to assure you that we never wish to hide these costs: -Net Prices: When ordering from our European shop to the UK, we do not charge German VAT. The price you pay at checkout is a net price. -UK Customs & VAT: Because the items enter the UK from abroad, HM Revenue & Customs collects the local UK VAT and handling fees directly upon entry. We as a company have no influence over these official statutory fees. -Where to find the info: We display these notices in the shopping cart, on our FAQ pages, and in the checkout area—however, this is optimized when the website currency is set to British Pounds (£). I mproving our Mobile Experience Your feedback about the mobile view is incredibly valuable. We truly care about transparency, and our team is already looking into how we can make these post-Brexit shipping notices even more prominent and unmistakable on mobile screens so that no one faces an unexpected fee. We are sorry if our initial customer service response felt dismissive; that was never our intention. Our InsideStones (Unique Stones) Since you mentioned ordering our unique "InsideStones" (seconds): these are wonderful, fully functional stones with just minor optical irregularities. They are full of character, and we truly hope that once they arrive, they will bring lots of movement, creativity, and joy into your home! If you have any further questions or if the parcel hasn't arrived yet, please feel free to reach out to us again. We are here to help. Warm and playful regards, Your Stapelstein Team