We are sorry to learn that you have not received your order and have started our missing parcel procedure.
We can confirm that the goods were despatched to you on Monday 16th September 2013, the same day as you placed the order. According to DHL the parcel arrived in your country on Tuesday 17th September 2013 but there are not further records after this point. We have therefore contacted the courier, and they have started an investigation to find out what has happened. As soon as we receive their response, we will update you on the situation.
Please accept our apologies for the inconvenience that this has caused.
Although we hope that your future orders will be delivered to you without any delays, should this happen again, please contact us directly, either by phone +44 (0) 1273 466 000 or via E-mail firstname.lastname@example.org and we will attempt to resolve this for you.