Hi Mrkcass,
We think we have found the reason why your e-mails were being missed by our customer support platform and are testing it further. There seems to be a problem with the [email protected] email address.
For the second order I am afraid we have been hit with incredibly bad luck, DHL’s customs system is having problems which means some orders have gotten stuck at the customs clearance. DHL’s engineers have been working on the problem for a week now but it has still not been fixed. They are trying to manually process the orders instead to deal with the backlog but that will take time. We are monitoring the situation closely and are deeply sorry for the inconvenience. I know you deliberately ordered the express service but there is little we can do right now. Hopefully, once everything is back on track DHL will offer sufficient compensation,
Thank you for your understanding again,