I am sorry to hear about your order not being delivered and also for not getting back to you sooner. Sam is away this week so I have been runnings things on my own so replying to emails it taking abit longer than usual.
As for the delivery if you included your order number in your support email I will look into it. On rare occasions things do get lost with Royal Mail, but most of the time you will see the item arrive within 15 working days after it was due to arrive. If it hasn’t arrived by then Royal Mail considers the item as being lost and we will resend your order.