QVC order not received

JRC116

An item I ordered from QVC was not received despite having a tracking number with Hermes. Their log just showed 'order generated'.
My credit card has been debited with the payment. I rang QVC and as always their response was to send me a form to sign to say I would support QVC in their claim against the delivery partner. The form took about 4 days to arrive and there is no prepaid return envelope or freepost address so I am out of pocket in time and money dealing with something that is not my fault. Does anyone know the consumer law on this i.e. should the onus be on the supplier to immediately send a replacement and am I obliged to go through this farce with the letter.
On the whole I am happy with QVC and most orders arrvive OK and refunds are received for items returned. However this non-dleivery isssue really bugs me.