I emailed you but did not receive a reply!

We answer all emails sent to us as soon as we can, with our target being to answer all questions within two business days (although it can occasionally take longer during particularly busy periods). We try to get to urgent questions first.

When you send us an email, you will initially receive an automatic response from our support system that tells you we have received your email. This is not the only response you will receive. This email will include a few links to our Knowledge Base, which answers common support questions, so that some users will be able to resolve their issue straight away. If you don't find the answer to your question there, fear not. This email will soon be followed up by a response from a member of our support staff.

We use the popular TenderApp system to manage the support tickets we receive (you are on our section of the TenderApp site right now, in fact). TenderApp provides a system that allows our support staff to see all emails sent to us, see which emails are already being handled by other members of the team, and to flag bug reports and more technical questions for the developers.

This is a very effective system for ensuring all questions are answered by the right people, but it does mean that the email you receive from us will not be from the literatureandlatte.com address, but from a tenderapp.com address instead, the first part of the email being a unique ID that allows Tenderapp to track replies in the system. This unfortunately means that if you have an aggressive spam filter, our replies may be flagged as spam/junk mail. Therefore, please ensure that you whitelist both the literatureandlatte.com and tenderapp.com domains in your email client. If you sent us an email several days ago and it seems as though you have received no reply, please first check in your spam folder as our reply may well be there.

If you still can't find a reply, drop us a line either via Twitter, Facebook, or on our user forums, and we can look you up in the system and find out what has happened to your query. We will not leave you in the lurch.