VM process is completely dysfunctional for this situation.
instead of sending a new box, VM support is waiting for Yodel to return the lost equipment before sending it again. It is stupid, because if Yodel had it, they would try to deliver it to my address and there wouldn’t be any issue.
As Yodel lost the parcel in their depot, there is little chance it will ever happen.
as a last resort, I’m considering cancelling my account and reordering for fresh start.