Our warehouse is now operating as normal and dispatching all orders placed before 2pm the same day. Please bear in mind that Royal Mail are still dealing with a large backlog of mail from the lockdown period, however we are receiving less reports of delays over recent days & weeks.
Our Folkestone store is back open with social distancing measures in-place, a one-way system around the store and no organised play in-place for now.
Stay safe and thank you for your patience throughout the pandemic.
Covid-19 Update 20th May 2020
Update 20.05.20 delays to Economy Post,
We are dispatching orders as normal at present, but are currently noticing that orders we send out via Economy post are taking longer to arrive than usual. This is due to Royal Mail currently having beyond Christmas levels of post to process whilst observing social distancing.
Normally we'd expect your parcel to arrive within 3-5 days of dispatching it, please be prepared to wait up to an extra 5 days in rare cases for your order to be delivered. If nothing has arrived within 10 days of sending please contact us and we may consider it lost at this point.
Although most of the time our courier options are working normally the next day guarantee is suspended at the moment but, in case of delays, we will refund the postage costs.
This notice only applies to Economy post. Tracked 48 and Tracked 24 seem to be operating at about normal service delivery times.
Thank you very much for your continued patience during these exceptional times.
Covid-19 Update 21st April 2020
As of 21st April, we're managing to keep up with our same-day dispatch promise, despite having a reduced team of warehouse staff. We'll always let you know when we dispatch your delivery to keep you well informed (sometimes these emails can go to your junk inbox, so it's worth checking there too). If you choose one of the tracked or courier services, we're prioritising these deliveries to ensure customers who have paid extra for delivery are not disappointed.
Please Note: Royal Mail are experiencing delays due to severe absence levels, so if you do choose economy delivery, please bear in mind that your order may take longer to arrive than you would normally expect.
Covid-19 Update 25th March 2020
Our store in Folkestone is now closed until further notice, however, we continue to trade via the website, shipping out orders, as per the current government advice for online businesses. In order to maintain safe working practices at this time, we are operating on a reduced workforce in order to ensure social distancing and therefore we cannot currently guarantee same-day dispatch for our economy orders. We have implemented very strict measures within the premises for keeping social distance and preventing cross-contamination of surfaces, as well as stringent and regular cleaning routines. The majority of our staff continue to work from home and our customer services team are available by email should you need them.
We cannot currently allow customers on-site at our warehouse, so 'collect in warehouse' orders will not be accepted.
We would like to take this opportunity to thank you for your patience as we will be processing orders as quickly as we can with a limited crew of staff.
You can maintain social distancing on your doorstep when accepting deliveries by stepping back from the door when you open it. Courier companies and Royal Mail have put measures in-place to ensure deliveries can be left safely without compromising the safety of our customers or delivery drivers.
Covid-19 Update 17th March 2020
As of 17th March 2020, following government advice, we are taking measures to help prevent the spread of the virus and to protect our staff and valued customers. There are currently a relatively low number of cases in Kent, but we are taking precautions in order to help to protect the health and wellbeing of staff and customers.
Any staff member that can work from home is currently doing so and it is possible that there may be some disruption to our phone line as we move our customer support team to home working. We would advise emailing our team via firstname.lastname@example.org for all queries and not to use the phone number for general queries as this allows us to be as flexible as possible to our staff.
Staff members have been briefed on the new government advice of isolating for 14 days should anyone in the family be showing symptoms and we have enhanced the cleaning of our warehouse and office surfaces, with hand sanitiser installed for staff to use as required.
Currently, all of our dispatch promises are valid and we will continue to prioritise Tracked 24 and courier shipments. Should our staffing situation change, we will update customers via this page. We are following our courier’s advice regarding international shipping.
We will no longer be offering 'collect in warehouse' as a postage option to help isolate and protect those workers who cannot work from home.
We will continue to monitor the situation and any changes in government advice will result in updates to this page. Please check back for up-to-date information. For local store updates, please check our social media page.
We would like to thank you for your support during this time and our thoughts are with the families around the world who have lost loved ones due to Covid-19.