Hi,
Many thanks for your feedback and we are glad that you are happy with your purchase. We have had a look into both your name and your email address and cannot see any written communication from you at all so perhaps you were not emailing the correct address? Emails sent to studio@thisisnessie.com are logged and managed very carefully. Because so many of our orders are extensively personalised, our (very small) team have to stay on top of enquiries to ensure that any changes to orders do not get overtaken by production. This system also links up to our order management and essentially stops orders in their tracks if there are outstanding, open enquiries on the order number. Similarly, we are available on the phone with no wait time during office hours.
The emails that you were receiving about completing your purchase are normally caused by a cookie left in a browser session, either because it has not cleared properly when you have checked out your basket or - occasionally - because the basket exists on two devices where for example you have started an order on a phone and then completed it on a different device.
We do hope that clears up your concerns.
Best wishes
Nessie & Team
