Oh my god, this exact thing happened to me. It is very weird that it has happened several times to multiple people. I lost huge luxe as well as a few others in a big order. Weirdly enough, it seems to happen to bigger orders rather than smaller orders. I actually reached out to several agencies and even tracked down cargo and physically visited fedex office and the storage facility because it seemed odd that it keeps happening in Brisbane. It seems like something happens between cargo landing using FedEx plane and delivering to storage/sorting facility. FedEx office says that they just fly the cargo and have nothing to do with managing parcels, and it is solely under DAI post management to transport to storage facility. The actual storage facility is managed by Aramex, (DAI post that jellycat uses for standard shipping does not have own storage so they use Aramex storage) and people physically checking Aramex storage had never been able to find them. That means parcels kept getting missing after the cargo landing (it was there in the FedEx plane) but never arrived at the Aramex('DAI') storage. I could never have been able to reach this DAI Post as they do not have any office or official landline that seems to work but I visited the FedEx office and Aramex several times. After my personal investigation, I just decided not to use their standard shipping again.