We paid for express delivery, but one item was missing from our order. We have paid for the item and it is listed as included (but wasn't), but have been unable to contact anyone to tell us where the missing item is. You need to have a phone number instead of just an anonymous email that goes unanswered. If I don't hear from someone in the next couple of days I will be laying a complaint under the Fair Trading Act in NZ, and the equivalent in the UK. You can't take people's money via an online store and then just fail to deliver, with no explanation and no recourse to the purchaser. That's theft.