Please do yourself a favour and avoid using this company, or buying from retailers who use them. They give poor and confusing information. They cannot help with issues and actively attempt to divert any attempt to complain instead of giving you their process. The only way I was able to get my delivey was to have the retailer request it to be returned, and then I went to the shop to collect it. When they called to talk through my frustration they tried to tell me they helped me by returning the order ... followed by an extremely generic excuse. Followed by hiding behind and internal review - which we all know is code for "go away"