I ordered a bracelet as a gift for a friend and needed it in a hurry so i paid extra for next day delivered before 12. However this did not arrive in the given time, around 12.30 a card was posted through my door stated it had been taken to the post office for collection the next day as I wasn't in. This was not the case, they didn't even knock the door and it was clear I was in as my car was on the drive. I emailed Ellie James and asked them to assist by trying to track the parcel, as this was urgent, however they ignored my message and I had no choice but to go out shopping to purchase another gift. I have since contacted Ellie James and requested a refund including postage. However they have advised that this is not their responsibility and that I will have to claim it back from the post office. They have also advised that I have to go and collect this bracelet from the post office to collect this bracelet, wasting mt time and money and then return it to them before I can receive a refund! I will be contacting trading standards and my bank to take further action. The response was rude and unapologetic, terrible customer service!