I made an order on the 13th Dec 2021. The order was an intended Christmas present for my elderly Aunt for Christmas with pictures of my Boys on it. I had no email about the item being shipped and so had to chase that up and in fairness did get a response. I received items through the post a few days later. These items weren't my order and I received pictures of a random family I don't know. I have as such had to rethink and buy something else for my Aunt as its too close to Christmas to get anything sent and so have requested a refund. I have had a email back basically stating it was their mistake, they have disposed of my items and sent the wrong ones and that unfortunately because the product is based on my pictures and my specifications and are individually manufactured they can't refund me!!! How this is acceptable when they have provided me with a useless product to me which ISN'T based on my pictures or specifications and has been manufactured and disposed of by them at absolutely zero fault to the customer I don't know. I don't want a replacement now as its not going to arrive on time. I have sent them an email pointing out their liability. However this hasn't been responded to after they have sent the initial email. They're a company who clearly put profit before customer service. I now have to go through the credit card company when they could simply refund me the cash based on the fact they've not provided me with my order. You have sent me a stock reply you send to everyone and I have emailed you three times already prior to writing my review. You have already had my order number a picture of the product I've been sent and have sent me an email admitting it was a mistake with your shipping and you've disposed of my items. There is literally nothing more your customer services can do to make it right other than refunding my money which you're claiming you can't do. Completely unacceptable and against customers statutory rights