We're really sorry if you've not had a timely response to an email you've sent. We aim to handle all customer queries within 48hrs, but sometimes during busy periods we receive an unexpectedly high volume, in which case it might take us a little longer than usual. If your query is urgent, please try giving us a call, details are at the bottom of this page. If your query is regarding an UGG® EMPORIUM delivery and you've been notified that your order has left the warehouse, you'll need to contact our courier Partner. You can find their details on the despatch email sent to you by clicking on the link via the tracking number.