When business as usual becomes unusual...
We know that there’s a lot of uncertainty right now, and you’re likely to have more questions than usual about shopping with us and the practices we’re putting into place as a small business. We hope this page will answer all of the questions you have, but do email us at firstname.lastname@example.org, if we’ve missed anything.
We’re doing everything we can to offer you the best possible service, whilst ensuring the safety of our staff and adhering to the government’s policy on social distancing.
All of our staff are now working from home, including our warehouse team. We’re fortunate that Mike, our Operations Director (and Haeni’s husband), lives close by, so he can cycle in and single-handedly run the warehouse to make sure your orders are still processed. Big shout out to Mike!
We continue to operate with a strict hygiene policy in our warehouse, adhering to all of the governments guidelines.
Shipping & Deliveries:
Extended delivery times:
Whilst the postal service continues to operate, we are able to continue to ship your orders to you. As services are busier than usual, please allow an extra 5-10 days for delivery.
Unfortunately, with fewer flights and increasing air freight costs, we've had to increase our Standard Shipping rate to $15. We will continue to monitor costs to ensure you pay the best possible price for shipping.
Changing your delivery address:
Please ensure that you double check your delivery address before placing an order. If you have accidentally put in the wrong address, please do contact us straight away at email@example.com and we’ll try our very best to change it for you. Once an order has been shipped, we are unfortunately unable to change the delivery address.
Distance during deliveries:
Our delivery providers are putting practices into place to ensure social distance is maintained whilst delivering your orders. This includes leaving deliveries outside to avoid any contact.
We understand that it’s harder to return and exchange items right now, so we have extended our returns to 56 days. For information on how to return an item, click HERE.
We’re sorry that refunds are taking us a little longer to process right now, please be assured that we’re doing everything we can to make this as speedy as possible. Once we have received your return, it may take us up to 2 weeks to process the return for you. You’ll notified by email as soon as we have.