un aiutino con l'inglese

ho fatto reclamo a play.com perchè non mi è arrivato FIFA 11 ed ecco la mail:

We are sorry to hear you have not received your Play.com order for :

FIFA 11

In order for us to issue you with a replacement / refund (please delete as appropriate) we require a signed confirmation from you so that an official Royal Mail investigation can take place. Details of your missing item will be sent to Royal Mail as part of our ongoing efforts to ensure that our customers receive the items dispatched to them.

In order to confirm that you have not received the above item please sign this letter below and return it to us at the following address:

Play.com Claims Dept.
PO Box 1159
FREEPOST
BELFAST
BT1 9HG

We aim to review all claims within 3 working days from receipt. Please notify us immediately should the item arrive before you have returned this declaration. Once your claim has been approved we will issue you with a replacement and send a confirmation email.

Kind regards,

Play.com

--------------------------------------------------------------------------------
Declaration
The details requested below do NOT refer to any replacement that may have been sent to you since the original was reported missing.
Has the order been received yet ? YES / NO . If YES, what date ___/___/___

I S.N. confirm that the above item has not been received at the delivery address listed. I will contact Play.com immediately should the original item arrive and understand that failure to do so will result in a charge for the replacement.

Chi mi dice che devo fare in sostanza?

in sostanza ti dice si stampare e firmare la zona sotto i trattini e di inviarla a loro per posta (dopo averla compilata) al loro indirizzo affinchè le poste d'inghilterra possano investigare