Service Updates

IMPORTANT UPDATE 2 JANUARY 2021

It is with regret we have applied a temporary hold on sending orders outside UK.

We are very sorry but we have decided to temporarily not ship orders outside the UK. 

As you may have seen in the press, there have been significant delays in getting cargo to mainland Europe from the UK, compounded with the UK/France border being closed in December. And now new export processes due to Brexit means more delays.

We are taking a couple of weeks to ensure all holds and delays are cleared, and to finalise our new order system which will allow us to complete all the export declarations needed, until we start shipping outside the UK again.

We are very sorry for the inconvenience and frustration, we hope to be able to serve you very soon again. Please send an email to us if you would like us to let you know when we accept orders to be shipped outside the UK again.

You might also want to use a export company such as Ship7, ReShip, or Forward2me (https://www.forward2me.com/) where you can ship your order to a UK address to have it forwarded to you. Please note, these are just suggestions for you to look into, they are not recommendations.

 

PLEASE NOTE: WE DO NOT HAVE A SHOP AND CAN NOT WELCOME VISITORS AT THE MOMENT.

COVID SHIPPING AND ORDERING IMPLICATIONS

We guarantee that we will send all orders within 2 working days of them being placed. About 99.8% are still sent the same day, but there may be some delays.

Delivery services are hugely affected from the backlog of a very busy year, followed by a busier Christmas season, and now Brexit looming - for this reason we can not guarantee any delivery times at the moment as they are out of our hands once they leave us. We use reliable deliery services (DPD and Royal Mail) but they are all feeling the strain. Please take this into account before you order.

We are occasionally getting capped on how many orders we can send with our courier, sometime with no warning, meaning we need to hold orders back a day or two.

DUE TO THESE DELAYS, WE ARE CURRENTLY NOT OFFERING OUR NORMAL REFUNDS OR REPLACEMENTS FOR LOST PARCELS, UNTIL 4 WEEKS HAVE PASSED. IF YOUR PARCEL DOESN'T ARRIVE AS EXPECTED, PLEASE LET US KNOW AS NORMAL SO WE CAN KEEP AN EYE ON THINGS.

DPD SEEMS TO BE THE SAFEST OPTION TO CHOOSE FOR NOW.

For information on Royal Mail’s delivery status: https://www.royalmail.com/coronavirus
For information on DPD's delivery status: https://www.dpd.co.uk/content/products_services/covid-19-bulletins.jsp

ARE THERE ANY STOCK ISSUES? WILL I BE ABLE TO GET WHAT I NEED?

If it shows as available to order on our site, it means we have it (unless there is a mistake of course, if ever there was we would let you know as soon as we notice).

However, the pandemic has caused substantial problems for the manufacturing and supply chains. Raw material has increased in price, manufacturing is in many cases more complicate and therefore costs are added, there are less flights - all this means that costs have increased drastically - both the cost of the items we buy, as well as the cost of getting them to us. 

Our suppliers have not always got the stock we normally expect. In several cases we have had to wait months for orders to leave the suppliers. Unfortunately there is no way of accounting for this apart from sitting on huge quantity of products - we have increased some of our products where possible, but this can't always be done. 

The reality of this will be some price increases in 2021. We are doing everything we can to keep prices competitive and unchanged where possible, by ordering smarter.