Please accept our sincere apologise for the poor service you received from our courier on this occasion. Although the couriers operate independently from us, they are still an extension of our service. With this in mind, we expect the same high level of service from them as you would receive when contacting us. Thank you for having taken the time to write to us as it is only with feedback such as this that we can get better at what we do. Please be assured that we have taken your comments on board and acted upon them.

Your refund was processed on 19th February 2013 and should show as a credit in your account within the next 3 to 5 working days. Once again, we are sorry for any inconvenience caused.