My order was sent back on 22 November, I had to write several mails to the customer service to explain my problem. Everyone told me that they want to refund me, first 21 days after they sent the package, then 21 days after it was sent back, then I received a mail that I should call the customer service (great when you're not living in the UK), then that I should fill in a form to declare a lost item which wasn't sent to me although the customer service promised 3 times that they would send it to me within the next 24 hours.
Fortunately, I paid with PayPal and got my money back 6 weeks after I placed my order.
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