I ordered over £200 worth of products on 21/2/21, UPS delivered to a different village 2/3/21. Kramer has taken a week to ask UPS to investigate. Several calls have been made to Kramer and each time they had not informed me of any steps taken to resolve. I asked for a refund 9/3/21 as I have clearly not been the recipient of the order. Kramer insists that I wait another 8 days before they look into a refund. They blame it on UPS and brexit but I have received a equestrian order from Netherlands in 5 days... Kramer's website states that "If your order has been placed via the phone or internet, under the Distance Selling Regulations, you have a statutory right to cancel your order and receive a full refund for any home delivery item. This does not include CDs, DVDs or software that has been opened. To ensure you are refunded the total cost for the products including the original postage, you must contact us within 14 working days, not including weekends or public holidays, after the day your order was received." Yet they will on act on their own t&c's. Be very careful if you choose to order from this company going forwards.