I’m getting in touch because my recent order hasn’t been delivered. (31 July)The DPD tracking now shows the parcel is on its way back to you rather than being delivered to me.
Parcel number: 1550 3614 927 198 6
Order number: #8037252
I never received a successful delivery, so I’d like to sort out where things go from here. My preference is for the order to be reshipped
If a reshipment isn’t possible, I’d like a full refund for the order instead.
I’m flagging this now, within the 7-day window, so it’s on record. Could you confirm how you’ll resolve it and roughly when I can expect the reship or refund?
Thanks,
Andre
Hi Andre,
Really sorry to hear this has happened.
I’ve passed your details over to the CX team, who’ll look into what’s happened with the parcel and get back to you as soon as they can regarding either a reshipment or a refund.
I also just wanted to touch on one thing. Quite a few people have recently been using the forum to vent their frustrations about our CX team, and whilst I completely understand why delays are frustrating, I do want to stick up for them a little. They’re genuinely doing everything they can right now and working through a much higher volume of contacts than usual. No one’s being ignored, it’s simply taking longer than we’d like.
I know that’s not ideal, and I wish I could magic everyone’s emails to the top of the queue, but I promise the team are working flat out to get back to everyone as quickly as possible.
Thanks for your patience, Andre. We’ll get this sorted. 
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