I thought nothing of it, other than that it must be cheaper to print things there, but then an hour later, I got a phone call from UPS where a nice lady told me that the delivery driver forgot to charge me the £100 Cash on Delivery charge for the package. Given that I don't have any money at all, I was a little unsettled by this news. She said that they'd have to come back to pick up the money or take the delivery back from me later today or tomorrow. I explained that lulu.com took £6.30 from me as the delivery charge for the order, saying it was marked as a fixed delivery cost for UK orders and that there must be some mistake if they're expecting a delivery charge that's more than the value of the order.
The nice lady agrees to give me a little time to talk to the supplier, so I get onto lulu.com looking for their phone number. There isn't one there, which is never a good sign, but there's an Instant Message customer service option, which was answered pretty quickly. The person I spoke to there said that lulu.com weren't liable for customs and revenues charges levied and that they couldn't control which of their printers would be sending out the order. I explained that this wasn't made clear at any point during the delivery process and nothing made explicit that the order would be coming from abroad. I also explained that it wasn't a customs charge, but the delivery charge that UPS were wanting to levy, so why was I invoiced for £6.30 and told during the ordering process that this was a fixed delivery cost?
He said he'd get a supervisor to contact me. I asked how long this would take, bearing in mind that UPS are due to call back in an hour to see what I'm meant to do. He then told me it takes 1-2 days for them to email me. I asked if they could phone me, but he said they would email and that I should tell UPS that they should wait until this is resolved. He told me I shouldn't worry about them taking the goods back from me because they'd be sent to lulu who could always just send them out again, but that hardly seems the point.
Their shipping FAQ is here:
...but during the ordering process there's no indication that the delivery is likely to be coming from abroad.
I'm not sure what to do. If I have to pay this charge, then I make no profit at all from these books. If I don't pay the charge, I have no books and have wasted £200 on books that will sit in limbo. If this is the customs charge, it looks like orders for lower numbers of books aren't affected, even if they come from abroad - they're below some threshold for value, so small orders should be ok, only my order for 60 copies because I thought I'd be saving some money!
What do you think I should do?