We are very sorry that on this occasion we were unable to dispatch your order on the day that the proof was agreed, as we normally would. As explained in my email, our courier unexpectedly altered their collection time due to being exceptionally busy close to Christmas. Your order was therefore not ready to leave when the courier arrived. We are sorry that this has happened, we do try our best to dispatch all orders the same day that proofs are agreed, but unfortunately on this occasion the courier collection meant that this wasn't possible.
We looked into all other options and discussed these with you, including first class post with the later collection time, but you didn't wish to go with this option as there was no guarantee of it arriving the next day. We therefore agreed to process a full refund and this was done immediately.
We are sorry that you feel we were unhelpful. I can assure you that we did all we could to try and fulfil your order so that it reached you the next day.
Kind regards
Yvonne
Team Leader Customer Services
