Lay-bye policy

I am writing this email with so much disappointment because I had done a laybye on the 24th of October and on the 25th I went back to the store and I couldn’t take it because I had a problem with my slip so now I asked my husband to go and take it out now he is being told that he can’t take it out even when he had my id, I am not seeing anything in your terms and conditions that I can send anymore of my behave. I am not happy and I need answers with this matter