Feldo,
Having delved into this further for you, it was indeed an error by a member of staff as to why the order was not sent out.
The items you purchased had been picked and packed, but unfortunately were put on hold due to a member of staff mistakenly identifying your goods as items that fall under the MUC OFF category that cannot be sent out. There was then a break down in communication by this member of staff to inform our comms team of the issue hence the delay in contact.
Please be re-assured the member of staff in question has now received further training on procedures in house so this mistake does not happen again.
Sincere apologies for the mistake, if you would like a personal apology from the member of staff in question, please let me know and I’ll prompt the phone call.
All the best.
Andy