Last Updated: 10th March 2021
We are working as hard as we can to ensure we rapidly despatch all order quicker than any shipping estimates quoted. However having used the data from the first 2 lockdowns as well as the current time of year, we anticipate there will be delays with both our suppliers replenishing our stock, as well as Royal Mail delays. We are working hard to ensure we deliver all goods rapidly, however we are also trying to ensure you are given reasonable worst case scenario estimates.
One of the most important things to us, is the protection of our customers as our highest priority. As a online only business, this is greatly helped as we have no physical contact with our customers. However we have put a number of elements in place in an attempt to ensure our customers safety. We have amended our order packing and despatch process to be as follows.
You may also note that we currently do not offer a Next Working Day delivery, this is due to the fact we quarantine all orders for the 3 days, we will return this service once COVID has been defeated and we can return back to our normal service levels. We have updated our websites estimated time of arrive to reflect this quarantine period
Since the 23rd March 2020 we have unfortunately been left with less staff than usual, with only one person working to both pack and despatch orders, answer phone calls and emails. We will always prioritise the packing and despatching of orders above anything else. Therefore if you need to get in touch with us, we would reccomend you email us once rather than phone at the minute, firstname.lastname@example.org. We aim to get back to all emails within 2 working days (Monday-Friday).
Unfortunately as around 60-70% of voicemails are left as empty blank messages, we must let you know that currently we do not listen to any voicemail messages, and they are deleted. This is something we do with a heavy heart as we want to provide the best service, unfortunately in the current climate we are unable to have enough staff to provide this level of service
We took the tough decision whilst we were homeschooling our children to close the phone lines, this is a absolute last resort and now the schools have reopened, we are going to be reopening the lines as soon as we have caught up getting all of the orders out, It is anticipated that the phone lines will reopen on the 15th March, with us trying to answer all calls between 10am and 2:30pm.
We are hoping to resume our normal service levels in the coming weeks, once the seasonal winter rush is over, we will keep this page updated as often as possible.
Please note: We are replying to oldest emails first, and so repeated emails or forwarded copies of emails will be ignored