Sorry for the late reply. I logged a ticket with shapeshift as suggested and although they took a few days to get acknowledged to me it was an incredibly quick, "we will issue a refund back to your address". So in answer to your question, they would have only done this once prompted because it was over 2 weeks since it reached them. I'm over the moon to have it back and appreciate all input and ideas from the replies I got on this request for help