Whisky the Cat Plush Toy

Thank you for your review. I’ve reviewed your order, and I can confirm that it was dispatched on time with a tracking number provided. Unfortunately, the parcel was confirmed as lost in transit by Royal Mail.

However, we were never contacted directly by you about this issue. If you had reached out to us, we would have been able to assist you immediately with either a replacement or refund, as all parcels are sent insured. By bypassing our customer service and instead issuing a chargeback, the matter was then taken out of our hands and managed by your bank, which delayed the refund process.

I understand your frustration, but please note that by not communicating with us directly, you missed the opportunity for a quicker resolution. Going forward, we encourage customers to contact us first so we can resolve issues promptly.