I ordered an item on 9th Dec, item had still not arrived by 16th. Contacted Customer Services who advised parcel was missing and an investigation would take 5 days. I advised that I would like a refund as I couldn`t wait any longer for an item which should have been delivered in 2 days. The call handler said that a refund would only be given after the investigation which is I accept. But I was told that if the item was delivered in that time frame I would have to return it at my own expense. I am happy to wait for a refund but I find it poor customer relations that a customer is expected to foot the bill for something that is not their fault. Disappointed.