Hi Tracey,
We’re very sorry to hear about the delay and damage with your order. We completely understand how frustrating this has been, and we appreciate you bringing it to our attention.
The communication around your original parcel was not up to the standard we expect, and we have raised this with courier management. They are currently investigating why the damaged parcel remained at the depot without us being notified.
As discussed with you directly, we arranged for a full replacement set of products to be sent out urgently. This was collected by our local courier on the 8th, and tracking has now been sent through to you.
We have also followed up with the courier office, who have confirmed the replacement parcel is currently in Christchurch. They have advised that delivery should take place either today or tomorrow.
While courier issues can sometimes occur, we do take situations like this seriously. We will also be reviewing our packing process and fragile labelling to help reduce the chance of this happening again.
Thank you again for your patience and understanding, Tracey. We truly appreciate it and hope your replacement order arrives safely very soon.
Kind Regards, Montana
