Has the company ceased trading???
I purchased a watch at Christmas, sent it back on 21st January 2020 as it was faulty. Received an email on 24th January saying there repair team was looking into it and will be in touch within 14 days as they are working to peak turn around times. I’ve heard nothing emailed them three times and rang several times, one number the phone rings and rings and rings but no answer and the other number tells me they are now closed and to try them between 9:30-5:30 but bare in mind I was ringing between them times! Looking at Companies House (a government website) for ltd companies it doesn’t say it has dissolved it says it is still active. I have now been In touch with trading standards. They signed for the watch I returned and I can see people have had contact with the company up until the end of January but now nothing!