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I see that you sent an email to us on 29/7/13 at 19:35. This was replied to the next day (30/7/13) at 9:27 explaining that you need to go into your order and select a return from there. I can then see you submitted a returns request latter that day at 15:34 and this was approved by our staff at 15:36. An email with the returns documentation was sent automatically straight away. I apologise if this has not arrived and don't know the technical reasons for why it wouldn't, however we do make all of the returns documentation available online from within the returns request. As soon as a return has been approved you can log back into your return and print off the relevant documentation, pop it in with your goods and when it gets back here we can process your return and get a refund issued. I'm sorry if you feel this service has been disappointing due to the missing email, however your approved return request is there and waiting if you want to print it off and return it to us, we will still honour the return. Regards Peter Easy Florist Supplies