Hello Kathleen, I am very sorry to hear what has happened with your order. The details of your order and the duplicated payment were passed onto our IT Team when you raised the issue with us. This is being investigated so that this does not happen again. With regards to the delivery of the damage cistern we do our best to wrap the pottery items as best as we can but unfortunately it is fragile and damages can happen. We will always replace any damages reported as quickly as possible. Again please accept my apologies for any inconvenience caused by this situation and if you require any further information please do not hesitate to contact me. Kind Regards, Casie. The BigBathroomShop.co.uk Team.