As a small family business, we are trying our best to continue to operate as near as normal to ensure our customers are not impacted. Currently, we are managing to dispatch orders received by 12pm the same day (unless orders contain patterns that can have a 2 working day dispatch time.)
Things to note:
If you want to make changes to an order:
We cannot guarantee that we will be able to add to your order. Diane & Garry attend the office 7 days a week currently and orders are picked and packed as soon as they come in. If your order has physically been picked and packed, we are unable to make changes due to the time available to process orders and we find that mistakes are more likely to occur when we're reopening packages etc. However, if you call the office before 12pm on 01772 729698 (Monday to Friday) and leave a message if your call isn't answered with your name, order number and telephone number, they will do their utmost to accommodate any request.
If you have placed an order and it hasn't arrived within the expected time frame:
Please drop us an email (firstname.lastname@example.org) with your name and order number. We will be in touch as soon as we can be with evidence that your order has been dispatched and the service it has been dispatched by. However, please be aware that the Tracked 24/48 options are NOT guaranteed services. We are unable to refund any customers that have selected the Tracked 24 option if it doesn't arrive within one working day.
We are finding that the majority of Tracked 24 are arriving next day, but due to COVID-19, Royal Mail are experiencing staffing shortages around the country and this is impacting on delivery times in some areas.
We understand and completely appreciate the frustration of delays to orders being received through the post but ask for your patience at this awful time.
Please read the service updates given by Royal Mail here:
Our temporary process for investigating delayed/loss orders and refunds:
Around 98% of orders are being received within 5-7 working days as per our usual expectations. Where an item has not arrived, we are unable to investigate with Royal Mail until 10 working days after due date (as of 2nd May, Saturday's are not currently classed as a working day) Due to the ongoing unprecedented situation, refunds on orders that have not arrived will not be processed until 30 days (as per the reasonable time frame identified in the Distant Selling Regulations) have passed from order placement. This gives both us and Royal Mail time to investigate. As all items that we send have delivery confirmation at the point of delivery, we are able to see where items have not arrived. Where an order has been received after a refund has been given, we will provide the customer with the cost of returning the order and this will need to be sent back to us in it's original condition and packaging.
My order did not arrive in time and I want to return it: We've extended our return policy to 30 days from receipt of order. The cost of returning the order will need to be covered by you, and upon receipt of receiving the item and being able to inspect it, your refund will be processed.