I ordered a birthday present for my sister over the phone . The assistant I spoke to was very helpful and the service on the phone was excellent. I was assured the present would arrive before her birthday. I didn't know until the day of her birthday, when I spoke to her on the phone, that she hadn't received it, I hadn't been informed so I contacted the shop and was told that sometimes their parcels go missing and that this has happened before. I had no way of getting another present to her. I was told that after 15 days lost the present would be replaced. It arrived a few days later. Of course you can't be held responsible for the Royal Mail but perhaps when you know it is a present and I stressed it needed to arrive by a certain day, you could mention that sometimes your parcels go missing- they appear to get held up in Birmingham. As for phoning you for a refund of the postage-I have already made 3 phone calls to you and spent time trying to sort this out.