"I'm so very sorry that you haven't received the doll. I sent it out, I guess it got lost in ... " (more) the mail. I've returned your credits and deeply apologize for the inconvenience. Have a blessed week. Again I'm sorry."
"I'm so sorry you have not received my plate yet but I have sent it out but since you've wai ... " (more)ted so long I returned your credits again I apologize that you haven't received it. It must have been lost in the mail. Please forgive me for the inconvenience."