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A big Happy Easter from all of us here at Clanbay!

Please note our offices will be closed from Friday 15th April and wont be open again until Wednesday 20th April. 

Customer Service - No phone or Live Chat support will be available during this time and any emails and or tickets sent in from end of day Thursday (14th) will be responded to from the 20th upon staff return.

Dispatch - If your order status is on "Awaiting Dispatch" by end of day Thursday (14th), your order will be leaving with the courier on the 20th once the team has resumed office.

Merry Christmas & A Happy New Year to all customers! ❄️🌲☃️

Clanbay will be closed up for the Holidays from the 23rd December 2021 until the 3rd January 2022.

Customer Service Department
Customer service staff will be in office on the 28th & 29th December to follow up on email queries only. No phone support will be available on these days. 

Customer service staff will return fully to work on Monday 3rd January however phone support will only resume on the 5th January to allow the team to catch up on any email / ticket queries over the holiday period.

Dispatch Department
Dispatch staff will be in office on the 28th & 29th December to fulfil orders and ship with couriers that are back open during this period of the holidays and will resume office fully again on the 3rd January.

UK & R.O.I Delivery - Orders shipped up until the 21st December should still arrive with you before Christmas, however we cannot guarantee this for any Royal Mail 48 Hour Parcels as generally Special Delivery will take priority closer to their closing date.

International Delivery -  Orders shipped up until the 16th December should still arrive with you before Christmas however we are still making customers aware of delays on international shipments due to the onset effects of the pandemic and new measures being taken due to new variants on the rise.

Thank you again to all customers who have shown their support over this year and we look forward to many more to come. Stay safe over the holiday period and remember to leave cookies and milk out for Santa! 🎅

Valued Customers,

We regret to inform you that we are facing heavy delays globally on both goods inwards and outwards as a direct result of the following factors:

• Border closures preventing entry and exit of goods from the UK
• Various levels of COVID19 restrictions Globally
• Announcements from several large couriers advising UK services have been temporarily suspended
• Fewer Air Freight slots resulting in sharp price increases for shipping globally (especially Australia)
• Massive delays on Air, Road and Sea Freight entering ports, docks and airports globally
• Brexit related new customs procedure delays

We are actively working to mitigate any delays and service disruptions but ultimately we expect a minimum of 2 week delay on every order placed in December 2020 and January 2021 with some orders up to 4-6 Weeks. We appreciate this is painful news but we kindly ask that you bear with us and only contact our already struggling customer services department if absolutely necessary. 

Additional delays are expected throughout Jan (under the above advised lead time delays) whilst freight haulers adapt to the new EU customs market changes. This is a massive change in process for thousands of businesses so again please bear with us trusting we are working hard to maintain standards. 

Please be aware of our Seasonal Operational Hours as follows:

• Last Orders Date: Monday 21st December 2020
• Last Dispatch Date: Thursday 24th December 2020
• Reopen Date: Monday 28th and Tuesday 29th December 2020
• Closed: Wednesday 30th and Thursday 31st December
• Fully Reopen: Monday 4th January 20201 

During the month of December 2020 please take heed of the advised Delivery estimates as many items will have a January 2021 Delivery Date.

During the period of 21st December 2020 until 4th January 2021 we are expecting high volumes of tickets and calls so we ask you please be patient and extend the usual response time by a minimum of 5 working days. 

The majority of our couriers will close from Friday 25th til Tuesday 29th December and we have been notified of the following delays at present:

• Royal Mail: Running 2 Days behind schedule
• DPD: Running 1 Day behind schedule
• FedEx / TNT: Running 2-3 Days behind Schedule

Other Information

• Cancellation: Unfortunately we cannot process any cancellation request between 21st December 2020 and the 6th January 2021.
• Returns: Due to the high volume of courier traffic we are extending the Returns window on any orders placed between 14th Dec - 21st Dec by 7 Days. 
• Delivery Estimates: Can be seen on the Product Page, Basket, Delivery Page at Checkout and Order Confirmation Email.

Thank you so much for your custom in 2020 and we wish you a safe and enjoyable Holiday Period and New Year.