Here’s the reply I got when telling them my Hills 4k preorder was also missing....
Now bear in mind THEY wiped all the preorders from accounts.
All I had was the Paypal transaction number which I sent them.....
Thank you for getting in touch to the Arrow Films team.
Would you be able to confirm the order numbers at all for me please and I can certainly take a look for you?
If there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help. 
I’ve told the ***** to sort it out or I’m going to trading standards.
They’ve had my money for
months.