Non-delivery of online order

 Thank you for your feedback and for bringing this to our attention. We sincerely apologise for the frustration caused by the delay in delivery and the lack of communication during this period. Your order was placed over the holiday season when our offices were closed, which unfortunately delayed our ability to respond to emails as quickly as usual. The delivery itself is handled by an independent courier company. According to their records, the delivery dates were changed twice at the customer’s request, which contributed to the ongoing delays. However, we fully understand that from your side this still resulted in an unacceptable waiting time and uncertainty. We would like to resolve this matter as quickly and fairly as possible, either by ensuring delivery or processing a refund, depending on your preference. Please contact us directly with your order number so we can prioritise your case and provide immediate assistance. We value every customer and regret that this experience did not reflect the level of service we aim to provide.