Hi Kirstyn,

Thank you for taking the time to write a review. We are glad that she loves the monkey charm. We follow Pandora guidelines for all orders that are dispatched. Orders under £50 are sent out wrapped in tissue with a flat packed box. Orders over £50 are sent out with presentation boxes. If the order is less than £50 and a presentation box is required, you are able to upgrade your postage to recorded or special delivery and the presentation box will then be included. This information is stated under each postage option. As you chose standard 2nd class delivery as your method of postage for this order, your charm would have been dispatched with the flat pack option. Standard 2nd class delivery takes 3-5 working days. Weekends are not included in this.

In regard to your your previous order, we apologise that you felt the service was not up to standard. Unfortunately, sometimes delays can occur during the delivery process, or items can become lost in the post. We have to follow our set procedures when this occurs. This involves waiting 15 working days, and then resending or refunding the item. We resent the item and you received it on the 05th December 2012.We can only apologise that this was not satisfactory and for the delays that occurred.
Argento