So I e-mail them again and add that their web pages contradict their e-mail, and their policy should be consistent, and moreover I feel that 8 days is an unreasonable length of time to wait for first class post. I get the following reply:
"It does appear that something may have gone awry with the delivery of your order #xxxx - the package should have reached you by now.
Normally, in such circumstances we would create a replacement order for the lost items right away, to be dispatched to you as soon as possible at no additional charge.
However, in this case, we are uncertain how you would like us to proceed.
We would still be very happy to arrange for a replacement to be sent to the same address. If this solution will not work for you, we can simply issue a refund for the item, along with the associated delivery costs."
Did I say I wanted a refund?! I suppose they're being nice but for some reason it irks me...