Thank you for your email received 1 May 2015.
I would firstly like to thank you for your patience in awaiting our reply.
I am sorry to hear you have had trouble with a delivery. In order for me to investigate this matter further for you, can you please check with your local post office in case they have received your parcel. I apologise for any inconvenience caused.
If there is anything further I can help with, please do not hesitate to contact me by replying to this email address.