99.2% of all ordered packs are given to the Post Office within 24 hours- they then fulfil the remaining part of the pack's journey to you.
While our tracking reports that 93.2% of customers receive their packs within 4 working days (as of 31/10/2013) we do stipulate that we cannot issue a refund or replacement until 10 days have passed as some packs do get mislaid/delayed in transit.
We dispatch millions of packs each year and strive continuously to improve our delivery statistics and we apologise if you have had an unsatisfactory experience.
You should expect to receive you order in 2 to 3 working days from when it was placed. But orders can take up to 7 working days to arrive.
In the unlikely and unfortunate event that your order is still not received within in this time frame please contact us at firstname.lastname@example.org and we will arrange for a replacement as soon as possible.