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Thanks for trying to help Elliemay but just rang the number and all it does is direct me to email the customer services.
Does not look like they want to make it easy to get a refund!
Yes Gingejbee it was an online purchase - a personalised card which they have sent with words missing and also the number 21 missing. On my online account under 'my order' you can see how the card should look with all correct words and number there. But when it arrived it was faulty.
Guess I will have to try Moonpig instead.