Initially we started on the wrong foot, I ordered previously a smaller order with mugpods, which arrived on time and was fine. So, I thought to do a larger one next time, however the larger order did not arrive even after 8 days passed. I tried reaching out mugpods by phone listed on their website on multiple days, could not come through to them by phone, only automated answer phone each time, so contacted them again by e-mail and got response after some delay. It seems that my larger order got lost by mail courier and mugpods wasn't able to find the tracking number, at least none was given to me. However, after I was able to get their attention, mugpods did act accordingly and offered a replacement or refund. We went with a refund, which was quite quickly processed through paypal. Shortly afterwards, I re-ordered and paid for a new similar larger qty but through a related website of theirs podista.co.uk, which is in essence fulfilled by the same crew who run mugpods. The renewed larger order was sent this time as a recorded delivery and in plain packaging, arrived within few days and was all fine. I give them benefit of doubt and assume the hassle I went through was kind of unusual and not how they operate, I look forward to ordering in future from them. As it concerns the podista coffees or hot chocolate pods they sell, these are brilliant and with great flavours.