Response from evermat.co.uk
Hi, I am really sorry this was your experience with us.
I'm afraid once an item leaves us it is in the hands of the postal service, as I'm sure everyone has experienced when they have posted something. We normally have to wait 14 days for an item to be declared lost, so I'm very pleased to hear you got yours so quickly after we found out the item was missing.
We are a family run business and have been short staffed so I can only apologise that the phone wasn't answered in time. We work very hard to ensure our customers have a good experience and I'm very sorry we fell short of your expectations on this occasion.