"I am very sorry to hear that the delivery of your order failed!
It's of course not normal that the parcel gets lost but unfortunately this sometimes happens. In these cases we ALWAYS start an investigation which normally takes 4 to 8 weeks. We are investigating together with the German Post and are trying to find out the whereabouts of the parcels.
Please note your parcel could still arrive in the meantime - in this case we would kindly ask you to let us know so we could stop the ongoing investigation.
If we cannot find the original parcel, as it has been lost in transit, we will send you a replacement or refund your money - we just have to wait for the closed investigation for
security reasons. We know, this is a bit inconvenient, but unfortunately for legal reasons this is the procedure we have to follow.
Kind regards
Lydia Rodarte-Quayle
Thomann International sales"
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