Hello Tamsin,
We're very sorry for how things turned out with your order.
Your package was originally shipped with DHL, but they partnered with a local delivery service in your country. Because of that, we lost the ability to track the package properly. DHL told us that several reminders were sent to you and that the package wasn’t picked up but we understand this may not reflect your experience.
We decided to wait for the package to be returned before taking further action. It arrived back to us just the day before you posted this review. We’ve now processed your refund, and it should be on its way to your account.
Again, we’re really sorry for the trouble this caused. We’ll make sure to choose a more reliable delivery option for your country next time.
Thank you for your patience and for letting us know.
Warm regards,