Owned by a former nurse Elizabeth Somapala, the Harley Street-based Aromatic Garden Essence company sells an essential oils skincare range via mail order and a clinic. It is also available in Harrods and Selfridges.

But some clients complain they have been waiting months and have still not received goods they paid for.

"I've been fobbed off long enough, " declares therapist Jackie Hick, wife of former England cricketer Graeme, who runs her own skin treatment business, Bodyline Studio, in Malvern Wells, near Worcester.

Jackie placed a £35 order with the firm in April. "I chose them because I wanted natural products to use as post-treatment moisturisers. I was reassured by the website, its address and the fact big stores stocked the products, " she explains.

"They took payment immediately, but when no goods appeared I rang and left several messages. It is now seven months later and nothing, despite at least 20 calls. It has cost me time and money. Either the company says the goods are coming next day, or they will send a refund, but nothing ever happens." Trading Standards for Westminster confirmed it had received complaints about non-delivery. When Crusader got through to Elizabeth Somapala she agreed there was a problem but insisted she had only just found out.

"The woman who was dealing with the messages and orders was not doing her job. She had personal problems and has now left. She has left my company in a terrible mess but I only found out a few days ago, " she claimed. "We are letting everyone know personally - about 25 customers. We will be sending their orders. This is not my fault." A small claims court action is the last resort in a case like this but there are other options. Those who pay with credit cards for goods worth at least £100 are legally protected.

Jackie has a business account with the Royal Bank of Scotland (RBS) and paid for her goods with its Highline debit card. Any debit card holder can ask their bank to try to get a refund through a chargeback to the seller's own account provider.

There's no lower limit on the amount. RBS has returned Jackie's money.

For trading standards advice see www. tradingstandards. gov. uk

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