Good morning Donato,

Thank you for the feedback and we're sorry to hear your order had trouble getting to you.

We can see you placed your order online at 12.27pm on the 16th March, the item left us the same day and DPD attempted delivery at 10.20am the following day (17th March) but were unsuccessful.

A further delivery attempt was made at 8.08am on the 18th March, again unsuccessfully, and then again at 9.03am on the 19th March when DPD were told the contact name for the order was not known at the address.

We can see from the GPS tracking that the attempts were to the correct address and we understand you have also confirmed to our team that the front door photographed by DPD was the correct front door.

We kept in contact with you throughout and informed you of the times delivery would be attempted in advance as did DPD.

We don't really understand what's happened on this occasion as it looks from the order tracking as delivery was attempted as communicated each day on the 3 days following your order with delivery to the correct address at the stated times.

As there have been 3 attempts, with DPD saying the final attempt resulted in a response that the contact isn't known at the address, DPD will return the consignment to us.

Our offices have been closed over the weekend but we're open again today so we'll raise a refund for you today and we understand one of our team has already been in touch to confirm that.

Refunds can take 3-5 days to appear in your account depending on your bank's policies, they leave our account instantly so any delay is not on our side but due to processing time from the receiving bank.

Apologies once again that your order didn't get to you as intended; we do not really understand what has happened on this occasion as the package left us on the same day it was ordered and delivery was attempted the next morning and then delivery was tried again a couple of times in the following days.

Kind regards

The Dental Sky Team.