I am writing to you today about a missing order, #1685924, which I placed on 30th August 2025. The total amount was £126.02 GBP. Unfortunately, the shipment of this order failed, and I have not received my MERIT products. Since you do not ship to my location in the Netherlands but do ship to the UK with only one shipping option EVRI - I was forced to ship the items to a friend in the UK, creating this complicated situation.Situation: The tracking information for my order shows it was delivered on 3rd September, but my friend in the UK never received the package. My friend was home at the time of delivery, and no one rang the bell for the delivery, but when I received the message of the delivery, she went down to check, but nothing was there. The courier, Evri, left two other packages from Vinted, which are the ones visible in the proof of delivery photo. My friend was able to confirm with the neighbor that these two packages were indeed meant for them. The Vinted packages are the ones in the Evri photo, not my Merit order, and you can see them open in the hands of her neighbour.My package was never delivered, despite being marked as such. The photo serves as evidence of the courier's error, not a successful delivery. And I don’t know where my package is as it is now listed as delivered. But where?I invested in your brand because I love your products, and I have been trying to find a solution to buy them since May. I have asked many times on Instagram, "When are you going to ship to Europe?". This is a very frustrating situation because I was really looking forward to getting the order and to finally enjoying your products. At the moment I not only lost the money I spent on this order, but I also lost the products I wanted—including the "everything bag" that was a key part of my purchase, as I spent over the $125 threshold to receive it.I kindly request that you take one of the following actions to resolve this un-nice situation:A full refund of £126.02 GBP to my original payment method.A new order containing all the items, including the "everything bag," shipped directly to me in the Netherlands. I can provide a locker box address at my building, where the package can be picked up safely.As the retailer, your contract is with the customer, and you are accountable for the delivery of the goods, as specified in the UK's Consumer Rights Act 2015. This situation is not my fault, and I should not have to pay for a courier error.I was SO MUCH looking forward to my products...I hope you can find a solution for this issue.Thank you for your immediate attention to this matter.
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