Good afternoon I am not someone who usually writes to complain but I feel I need to share my disappointment in your services. I totally understand your returns policy but feel that you have taken nothing into consideration about COVID. At the end of September I ordered a gift for a friend who I was hoping to see at the start of October. Unfortunately her father died of covid so we rearranged to meet during the October half term. Again, due to northern lockdowns I was unable to visit so posted her present mid October with the return label incase the present wasn’t suitable (please check records and you can see we requested a return label on the 6th October). The parcel then went missing for a couple of weeks so she didn’t receive her gift on time. Not your fault but another issue that wasn’t our fault. It has then taken us over a week to get a response from yourselves. Unfortunately we have a gift that is unsuitable and although I understand there is normally a 28 day return policy, I also understand most companies have added an extra two week return notice. We have received an email saying nothing can be done as it is not covid related so a covid death, a covid local lockdown and a national covid lockdown is not related? Under these circumstances I felt that we would be offered a credit note and feel that as a service provider you have given poor service. Really disappointing in these times when consumers are trying to support companies and people are being asked to be kind to others.