Here is some information relating to our current operating levels.
Internet SalesWe are experiencing an extremely high volume of online orders and endeavour to process them as fast as we can however delays can happen. It may be that deliveries to us have been delayed, that we have not been able to pack all orders that day, late collections or simply stuck in the postal system. The entire network is under strain now, but rest assured we are all giving our best efforts. So if you've not received your parcel yet sit tight and it will arrive safely.
We appreciate your understanding.
Retail Store SalesOur retail counter is now open for a 'Click and Collect' style service whilst maintaining social distancing measures. Orders that have been placed through our web store can use the 'Collect In Store' shipping method and then be collected from our retail counter once notified that your order is ready.
- You will need to wait for an email from us letting you know that your order is ready to be collected. To avoid disappointment, please don't arrive at the shop before you have received this as your order may not have been prepared for collection and we may need to ask you to come back at a later time/date.
- Orders MUST be placed and paid for online in advance. We will not be taking sales through the retail counter.
- Please ensure you wear a face covering where appropriate and required to do so.
DeliveryThe delivery dates on our product pages are guidelines. We have extended some of our times to allow for delays in the system however once the order has left our warehouse, we are in the hands of the delivery network. Royal mail 1st class is not a guaranteed next-day service. If your item was shipped using Royal Mail and has not arrived yet, then please allow 10 working days from shipping before contacting us. We cannot submit a claim any sooner and are unable to issue replacement items in the meantime.
Returns and Warranty Repairs/ReplacementsYour statutory rights are not affected by this situation. For product returns we are currently aiming to process these once a week however please allow 10 working days before chasing it up. Unless faulty, a returned product needs to come back to us in its original packaging, unopened and unused unless otherwise agreed. Products that have clearly been opened and re-packaged will not be eligible for a full refund.
Due to current stock availabilities repairs and replacements may be subject to delays but will be issued as soon as possible.
Contacting usOur phone lines are currently closed and with our support staff working remotely all queries or support requests should be emailed through to firstname.lastname@example.org With many people at home and inevitable delays throughout the process this has led to a greater than normal volume of queries. We are working through them and will respond to messages as quickly as possible.
Aggressive, abusive or threatening messages and/or behaviour towards our staff members will not be tolerated, we can understand frustration however we will not tolerate abuse. These are difficult times for all of us, including our staff.
Updated: 15th June