Thank you for your feedback Zoe, although we're very sorry that you were unhappy on this occasion.
As mentioned in our email to you, whilst we take great care in packaging all of our items, we can only apologise that yours received some damage during transit, however, this is incredibly rare.
A replacement or full refund was originally offered to you (and we would have provided a pre-paid return shipping label to return the item at our cost), unfortunately however as you had disposed of all of the original packaging after having noticed the item was damaged, this sadly couldn't be organised. As outlined in our returns policy and on the delivery note attached to the order, we do require all original packaging to be kept to allow us to arrange a return to us.
As a return customer, hopefully you can agree that it is incredibly rare that damages do occur during transit. Please know that as a small family run business, we do value every one of our customers and their comments.
Although we sadly couldn't arrange a return on this occasion, as our returns policy was not followed, we always try our best to assist in any way possible, which is why a part refund has been processed to you (which was in agreement with yourself). Once again we're very sorry that your order received some damage in transit.
Kind regards, Eloise
