I am so sorry that this has happened.
We used to cover the outer packaging but we made a decision to remove any excess packaging for purely environmental reasons.
So, we advise all customers in their sales confirmation that the packaging is visible and to make sure any little ones are distracted. This message is in bold text to highlight it.
We also put the same message on the despatch confirmation.
In addition, we give all customers the free option to have it delivered to a local store so that the customer can collect at their leisure.
There is also the option to have the item delivered to any different address of their choosing .
I am so sorry that this has happened, it has happened to me before and I know how angry and frustrated I was.
But we do try in every way to give the customer the opportunity to avoid this scenario.
