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Follow up:
Soon after I received WHSmith's answer, I sent an email back complaining about the fact I had to contact a third party. They answered today (better late than never) to tell me the culprit is... Overdrive!!!
Well, as many of you know, Overdrive has been creating quite a few problems lately. However, I really wonder at WHSmith's answer: as far as I know, Overdrive is just a carrier. If you order a flawed product at WHSmith, are you supposed to complain to the Royal Mail???
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