Posted on 20 April 2020
Just a quick update, as we are getting inundated with emails about post taking longer than normal to arrive.
We are so lucky that a lot of our customers have watched the video that we made on Facebook that Royal Mail is currently behind on their deliveries. We thank each and every one of you for being patient.
We are currently operating with less staff than usual due to us sticking to social distancing within our warehouse, however, we are three times as busy as we normally are at this time of year. We are still managing to ship within 1-3 working days (mostly 1-2), due to our staff working shifts & weekends.
Over the weekend our Customer Service team answered around 100 emails of the same nature all asking where your parcel is, the fact of the matter is we are in a global crisis and even though we have packed and processed your order within 1-2 days, Royal Mail is extremely short-staffed. Online retails has increased massively since the shops shut, meaning people are relying on the postal system to get any orders. If the postal system is operating on 30% staff and the post levels have increased this is going to create a huge backlog.
Unfortunately, we have no way of knowing how long your order will take, the postal system is working in unprecedented times and trying their absolute best. Some items are taking twice as long to arrive than royal mails advertised times. This really is out of our hands and we are sorry but we are trying our absolute best. Some items are taking 3 weeks to arrive, please allow sufficient time before chasing as we are unable to locate the whereabouts of any packages, please allow Royal Mail the extra time to get your package to you.
This also goes for returns, if things are taking longer to get to you, they will also be taking longer to get to us. We are processing returns twice a week, on a Tuesday and a Friday as they are the only days our collection centre is open. All items that we receive are processed on these days, but please allow extra time for your returns to get to us.
Please also always check the delivery address, we have had higher than normal levels of customers accidentally put the wrong delivery address. Please make sure that all details are thoroughly checked before pressing pay.
Here’s a photo of what our amazing key workers are having to contend with, during a pandemic with short staffing levels.
Thank you to each and every postman that is doing their best for our country right now, we appreciate each and every one of you
And thank you to all our customers old and new, who are still ordering regardless, helping our business stay well and truly alive during this awful time
Stay Safe <3