“Dear __________.
Thank you for contacting us.
I can appreciate your frustration with regards to the delivery of your latest order.
The service selected being First Class Royal Mail has an estimated 1 – 3 day delivery from dispatch although in the majority of cases, your items should arrive the next day (excluding Sunday).
Your order (insert SO ref) was dispatched from our distribution centre on (insert date). However, once the items have left us, we have to trust that Royal Mail will deliver your goods quickly.
Although we are very sorry for any delay, we would ask that you wait just a little longer for the parcel to arrive. Royal Mail do not class a parcel as lost until after fifteen working days. However, our company believes that is far too long for a customer to wait for a parcel and therefore, if you haven’t received your parcel within 7 working days, we will certainly consider re-dispatching your parcel out again and initiate an investigation with Royal Mail thereafter.
Again, we do apologise for any inconvenience and we look forward to you receiving your order shortly.
If you have any questions in the meantime, please do not hesitate to contact us.”