I am working with our warehouse team in New Zealand to review the CCTV footage, as well as coordinating with our team in Singapore, to identify the root cause of the delay.

While we understand that the artwork is repairable, we still need to conduct a thorough internal investigation before we can refer to claims. 

Please accept our apologies for any inconvenience this may have caused.

Kindly do hold for my next update by 1pm on Monday.