I have edited as they did sort this in the end and they sent me a replacement. I ordered a ring and lip balm refill. I got a delivered notification but the picture of the parcel delivered was not this ring and you could clearly see it wasn't as it had a different tracking number. I showed them pictures, including the tracking for the other parcel that was in the picture and they said thanks for letting us know. I emailed them yesterday for an update as I have no ring and no refund. They said you didn't take our postage insurance so nothing we can do! Not how delivery works. Until that parcel is in my hand it's on them. I've shown I didnt receive it so I will be claiming on PayPal.
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