Clanbay Support

With the holiday season vastly approaching we would like to extend our thanks and gratitude to all of our customers who have supported us for another year. We hope you and your families have a wonderful festive season.

DELAYS

With the Holiday season now coming into effect please do allow extra time for processing and dispatching of orders as well as courier delivery times as everyone does be extremely busy this time of year with high volumes of orders and trying to ensure customers get their orders in time for Christmas. Please do also allow additional time for customer services to respond to your emails / tickets as the team do be dealing with a larger volume this time of year. We also ask you refrain from sending multiple emails as this will only prolong the response time for you and other customers.

Please see the below cut off times for this years deliveries:

UK / ROI

Royal Mail Delivery - Orders shipped by the 15th December should still be with you before Christmas. RM has advised like previous years to expect large delays on standard shipping times due to the substantial increase of parcels they have to deal with.

DPD Delivery - Orders shipped by the 19th December should still be with you before Christmas but again they are advising delays due to the high volumes of parcels.

EU / International 

For orders shipped by the 8th December should still be with you before Christmas. Please do know there is not only delays with our courier due to the time of year but also the local couriers in your area so extra time is needed by them to deliver your order.

Operating Times

Our offices and warehouse will be closed this year from end of day 22nd December and wont be resuming office until January 2nd. Please note that customer queries will not be responded too until staff return to office and orders will not be processed or shipped during this time. Again we do ask for you to not send multiple emails / tickets during this closing period as it will only prolong the response time for you and other customers when staff do return to office.

Current First Response Time: Generally 2-3 Working Days

Consecutive Response Time: Generally 1-2 Working Days

Status: Green - Steady volume of Tickets and Calls 

Note: We no longer offer phone support.

Status: Amber - Shorts Delays due to global factors 

Product Lead times: We are experiencing some delays with EU Brands due to a variety of global factors have resulted in unexpected lead time delays. Whilst we try to maintain accurate delivery estimates these are sometimes subject to unexpected change. We do ask to allow a minimum of 7 days additional lead time onto orders.