Thanks for the heads up, i dont belong to any of the forums.  this was one of those cases when everything goes wrong , the couriers were closed for about 6 days over the christmas, new year period, then they lost the package for 13 days, which does not help anyone.  I was certainly slack with communication about the problem, and apologies for the stress and concern this has caused.  We do care very much about our customers and try our best to fulfill our orders asap.  In this case a refund was issued as soon as requested by the customer, and we are always happy to issue refunds to customers who are not satisfied for any reason.   This customers has had a bad experience with our service, and again i do apologies whole heartedly about this.  This is not the norm, as nearly all our many customers will tell you.  I have also added a new procedure for checking daily on the progess of couried items, so if something goes wrong i can hopefully avoid similar problems in the future.