I'm in the same position as many others. Returned 2 orders in the same parcel in May. Had a refund for one order but not the other. Emailed without any luck. I found a number for their accounts department previously and rang that. They put me through to a helpful lady who sorted a previous order but I cannot find the telephone number again. They are the most frustrating company I have ever dealt with. If anyone can find the number of their accounts department you may able to speak with someone. I'm not waiting for a fortune - around £38 but its my money not theirs.