Due to the ongoing situation, some of our deliveries may be delayed by our suppliers providing us with stock. We are working as hard as we can to process orders in a timely manner and get them shipped out to you. Delivery companies are also experiencing a high work load and delays, which may also impact on our estimated times. Please allow for some delay before contacting regarding your delivery as it should arrive when expected or very soon after.
Pre-OrdersA lot of our orders are stock that you have ordered from a delivery expected in at a certain time. The timings of these are rough as we don't have booked in dates until closer to the time and due to the current situation, these can be very last minute or delayed. When we receive the item in stock, if it is an item to be booked in for delivery, we will phone you to arrange this and ship it out accordingly. If it is not one of those, then you will receive a dispatched email once it has been shipped, so you know it is on the way.
CallsWe have put in a new queue system to try and help with all our calls. Please bare with us and we will get to you as soon as we can.
EmailsThere will be a delay in responding to emails and processing refunds as we have a small team dealing with all payments and emails, as well as calls. We will get through them all as soon as we can.
Online ChatOur online chat appears on the website when we have less calls coming through but are still answering calls. This allows us to talk to multiple customers at once to try and help as many people as we can so there will be delays. If this feature is not available, it indicates we are experiencing a high level of calls so it will be more difficult to get through to us.
Social MediaOur social media team maintain our social media channels during the week and have access to limited information on customer orders. Where they can, they will assist and, as they have less customer interaction, can reply quicker as well as post to keep everything updated. Most issues and information will have to be dealt with by the customer service team but for product queries, the social media team may be able to help you.
Staff LevelsWe are a small business with limited staff, all working over time to help as much as possible. In normal circumstances, we would hire more people and train them up to be able to deal with all the orders, queries and emails but due to social distancing rules this is not possible.
Thank youWe appreciate that this is all extremely frustrating but we are trying our hardest to help everyone. We thank you for your patience and understanding during these troubling times. Hopefully it won't be too long until we are back to our usual service.
We hope you and your family are well and take care.