COVID19 Top Questions

Are you still accepting orders?
Yes we are still accepting and processing orders as usual however we are experiencing delays with goods inwards from suppliers, deliveries with couriers and internal operations including delays with dispatch times and customer service related operations.

How quickly will my order be dispatched
We recommend adding an extra 2 days processing time to accommodate any delays in dispatch and adding 3-5 days to the lead time of most products with the exception of 24 Hour Dispatch items which are majority on schedule.

How quickly will my order be delivered?
We recommend adding an extra 1-2 working days onto your delivery estimate (post dispatch) noting that couriers are extremely busy at present and delays are unavoidable. If your order has been sent via Postal Service we recommend communicating directly with your local sorting office regarding your parcel delivery/collection as local restrictions may prevent timely delivery.

Can I change/cancel my Order?
Unfortunately we cannot guarantee changes or cancellations to orders at this time. If you need to make a request for cancellation you should allow 2 working days for it to be actioned.

Will you answer my email inquiry?
Yes we will continue to answer all email inquires however the current response time is approximately 48 hours (excluding weekends) and we ask for your patience during this time. Please refrain from opening multiple tickets and/or calling for updates to a ticket as this only delays the response time further. 

I can't get through on the phone!
Our lines are currently very busy but we have recruited additional team members to assist with the increased demand. 

What COVID-19 workplace measures are you taking?
All personnel are working in private/separate work spaces and provided with Gloves, Face Masks, Soap, Hand Sanitiser and antibacterial wipes. We also have strict cleaning measures internally including a resting period of all consignments both inbound and outbound. Couriers are not permitted inside the building and we have no direct contact with couriers.

Updated: Feb 2021

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