There customer service is poor. My partner ordered a gift for Christmas on line for me which has never arrived. Most companies when this happens refund immediately not Diptyque. Despite them admitting it was delivered elsewhere in the UK to another address 130 miles away we have had emails telling us to check whether our neighbours have it. They are also asking for a hand written letter from us in order to raise a claim which is a bizarre thing to request when all they do is correspond with emails that sound like they are written by a robot. We are now involved in a drawn out process which has involved us investigating ourselves and finding out the courier they use relabelled the order with another person's address in one of their depots in the UK hence why it did not arrive. We now have emailed them the evidence. We wait to see whether we will ever get our money refunded. Under EU consumer law they have 30 days to deliver the order so we are definitely by law entitled to a refund.
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