Можно придерживаться примерно такого текста или взять из него только часть:
Dear (название магазина)!
My order number (указываем номер заказа).
My order was shipped (пишем дату когда выслали), but I still have not received it.
Далее, если запрашиваем возврат денег, то пишем:
Could you please make a refund to my Visa (или Mastercard, смотря какая у Вас карта) account?
А если просите выслать посылку еще раз, то пишите:
I would like you to make a replacement for the package.
Sincerely, (имя).
Как-то так.
P.S. Если у Вас есть аккаунт на Facebook"е, то лучше писать туда. На мой взгляд, там быстрее отвечают. И не забудьте сначала кликнуть кнопку Мне нравится
Я написала просто что не получила свой заказ, что мне делать! На что они мне ответили вот что:
Thank you for contacting BeautyBay.
We’re sorry to hear that you have not yet received your order.
Delivery normally takes between 1-7 working days from the date of dispatch, however on rare occasions there can unfortunately be slight delays in transit that are beyond our control, such as customs or regional postal service delays.
Please be assured that your order is on its way to you and should be with you shortly.
Unfortunately, in our experience, calling/notification cards are not always left if the Postal Services missed you on the first attempted delivery. For this reason, we strongly recommend that you check with your local Post Office/Delivery Depot to see if a package is being held for you.
International orders are sent via Priority Airmail Packet service and do not have a tracking facility (unless notified separately in your Dispatch Confirmation email; such orders are sent using Royal Mail’s International Signed For service with a tracking number which can be tracked at www.royalmail.com).
In all cases, international orders are delivered by your country’s National Post Office.
UK Standard and Saver deliveries are delivered by Royal Mail. There is unfortunately no tracking facility associated with these orders. If you are experiencing a delay, please contact your local Royal Mail Delivery Office who may be holding the parcel for you.
For further queries regarding deliveries, please see our Frequently Asked Questions at www.beautybay.com/customer-services/
We apologise for any inconvenience which may have been caused by the postal service.
If you do not receive your order soon or you have any further queries please let us know.
Kind regards
Customer Services
BeautyBay.com
Не поняла ничегошеньки!!! Так что делать то???? Ждать что ли они предлогают??? Хелп мииии
Жду 2 посылку, отправлено 15.04
надо отметку сделать, что в зиму средства на водной основе не заказывать. Пластик наверно даже по безопасней в этом отношении будет, может расширится немного, стекло сразу трескает)) 
