Dear Ms Goodwin,
Thank you for your review, and I sincerely apologise for the issues with your hat.
I have reviewed our records and can see that we have been in contact with customs and DHL on multiple occasions, though, unfortunately, without success until today.
Customs has now confirmed that the hat has been released and should be delivered within the next few days.
I am truly sorry for the delay. Unfortunately, once an order is under customs review, the process can sometimes take longer than expected. I really appreciate your patience.
I hope you are delighted with your hat once it arrives. If there is anything else I can do, please don’t hesitate to contact me directly.
Many thanks
Ben
Customer Service Manager
