Вера, давайте им так напишем.
Dear Sarah
I was extremely frustrated with your mail. When the order haven't been received after reasonable time period I tried to figure out what are the delivery time for Russia. And I found that you allow up to 60 days for parcels to reach Russia. Please see the link:
help.hqhair.com/index.php?action=artikel&cat=7&id=22
Also it is stated there that "Although it is highly unlikely deliveries will take this amount of time we are unable to despatch a replacement or issue a refund until this period of time has elapsed."
So, according to this instruction I waited untill 2 months have been passed and a couple of weeks for additional surety. After that I claimed a replacement or a refund. I wasn't alerted that I should claim a misssing parcel after 40 days. There was no any warning or disclaimer during checkout nor on the shipment confirmation. I couldn't know that you have such a policy. Could you issue a replacement or refund money or escalate this problem to a higher level or to the management.
Thanks in advance.