I ordered a bundle on 18/11/2025. After a couple of weeks of not receiving the product, I emailed customer service to find out the status of the product, to which I was told it was a pre-order and will take 6-8 weeks. I was never notified of it being a pre-order at the time of purchase, however, I was happy to wait as I appreciate it's a small, independent business and I loved the idea of the product being sourced from Morocco.Since then, I have still not received my product. I enquired again, to which I was told they have changed their logistics process and the product is being delivered by land, and therefore there is a delay to my product.It has now been 3 months since I purchased the product and nothing has arrived, and no response from the customer service team.It's situations like this that put people off supporting independent businesses. If there was communication from the beginning to confirm it was a pre-order and that the product may take months to arrive, then I would have no reason to be frustrated, but it feels like every time I message customer service I am met with a different excuse.This is ultimately what leads to people to leave negative reviews on Trustpilot as it seems to be the only way people can actually receive any type of response.Looking at their social media profiles, it seems a lot of people use this product which baffles me because if it's taking 3 months on average to deliver the product, why do so many people have access to it? Seems to me that their main concern is ensuring the influencers get what they need for free and everyone else who has paid and spent their hard-earned cash just needs to sit back and wait.
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