Thank you for taking the time to share your experience with us. We apologize for the inconvenience caused by the missing pair in your order. We understand how frustrating this must have been for you.

We would like to clarify that our policy regarding package security is of utmost importance to us. We always ensure to package our products securely, but unfortunately, sometimes unforeseen circumstances may occur during transit.

We sincerely apologize for the inconvenience caused by our mistake and for not being able to send you a replacement pair. The one we have back in stock is unfortunately with laces and not elastic. We assure you that we did not intentionally misplace your order and we take full responsibility for the error.

Regarding the customs duties, we are more than willing to assist you in any way we can. Please reach out to us and we will do our best to help resolve this matter with the Customs.

We value your feedback and we will take your concerns into consideration to improve our processes and prevent this from happening in the future. We hope to have the opportunity to regain your trust and hope you will give us another chance in the future.

Sincerely,
Ten Points Support Team