Order placed over two weeks ago, parcel sent with Hermes. Showing as 'delayed' for three days (which I know means lost). You can't speak to anyone in customer service, the chat app doesn't work on an iPhone and when I did 'chat' with someone, they said they'd look into it and it would take 4 working days, which means my Christmas present won't be here in time. I suggested they send a new one as the delivery cut-off for x-mas is tomorrow and they said they wouldn't do that. I asked to chat to a manager and they wouldn't do that either. I asked if they'd respond to me today and they wouldn't commit to that either. SIMPLY TERRIBLE, Stay away. Use S'Well - they have excellent customer service.