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Hi there, Many thanks for your feedback. I am sorry to hear about the delays you experienced with your package. I have looked into this issue from the beginning and I can see your package had been originally processed to the incorrect account in error when it first arrived to us on 17th January 2022. However your first contact with our Customer Experience team, regarding the location or delivery of this package, was only on 6th April 2022-amlmost 2 months after the package was first confirmed as delivered to our Tax Free address. We do clearly state from our terms of trade that all customers' are advised to contact our Customer Experience team if they cannot confirm receipt of their package in their account 48 hours after delivery was confirmed from the original courier tracking so we can investigate further at our side. It is very possible that your package was processed to the incorrect account originally due to an oversight or human error by one of the processing team, and we do sincerely apologize if this was the case, but it could also be possible that the package may have been assigned to the wrong account originally if any of the customer account numbers or account name on the package were incomplete or incorrect from the courier delivery label. We do not wish for this issue to deter you from using our services again, therefore, I would like to send you a direct email to discuss this matter in more detail and work together to resolve this. Please keep an eye out for my email. I hope this helps you further. Kind Regards Hayley