“I placed an order for which I wasn’t home to accept delivery but was not able to select an ideal delivery date for when I would be home. Due to not having access to my email account I responded to a redelivery email 1 day late but was told my order had been cancelled and I would not be issued a refund. I would have to pay again and make another order.”
Dear Amrit,
Thank you for sharing your experience with us. We understand and apologise for any frustration regarding the delivery of your order.
We attempted delivery twice via DPD on the 6th and 7th of February, but unfortunately, we were unable to reach you. After the parcel was returned to us, we promptly notified you on the 12th of February and offered options for rearranging delivery. Regrettably, we did not receive a response from you, leading to the cancellation of the order on the 19th of February as per our standard protocol.
We understand that you contacted us on the 20th of February, but by then, the order had already been cancelled, and we were unable to arrange redelivery. It's important to note that we clearly communicated our policy regarding redelivery and refunds in the email sent to you on the 12th of February.
While we strive to provide the best possible service, we are bound by certain policies to ensure fairness to all our customers. We regret any inconvenience this may have caused you and would like to extend our apologies.
If you have any further questions or concerns, please don't hesitate to reach out to us directly. We value your feedback and appreciate the opportunity to address any issues you may have.
Best,
David
