28 November 2011 Dear Mr Porter I am very sorry that you feel you received poor service from us. Destination postcodes are checked when the carrier label is processed and, in your case, your postcode is categorised as 'Scottish Highlands' by our current carrier, Fedex UK. Because of this, we are charged ¡ê22.50 to deliver a parcel to you. This charge is not automatically applied to orders at the moment, therefore we have to inform customers at the time of processing the carrier label. Unfortunately, although this can seem unfair, it is completely out of our control. With kind regards Suzanne Faulkner Director Steve