Hey Alexander,

I am really sorry to hear this. Unfortunately, a very small number of parcels are lost by the delivery company (Hermes). I can see that yours was ordered on the 25th, shipped on the 26th, and has been marked as collected since the 28th. It has not been updated by the courier since then.

I will report it as lost and ensure you get a refund immediately.

I will send you a tracking number for further validation.

We ask that all customers email us to let us know if they have not received their parcels, as we have no way of knowing in advance.

Regards,
Susan