Holiday Closures & despatch dates, Royal Mail Strikes and Dec/ Jan deliveries

Update as of 11:58 on Wednesday 4th January 2023:

Normal same-day despatch resumed as of yesterday (Tues 3rd Jan), following the New Year holidays.

As always in early January there may be a slight delay with some delivery services due to carriers having backlogs to clear from over the holiday period. Therefore if not upgrading to Guaranteed Next Day, please allow a few extra days for your order to arrive.
The Guaranteed Next Day and Tracked24 services continue to be treated as a priority by our carrier.

Customer support – following our festive & new year closures we have now started working through any customer support requests submitted over the Festive & New Year period. This may take us a while to catch up on.
We aim to respond to any support requests within 2-5 business days from our return on Tuesday 3rd January. We will be working through requests in the order of which they were received, so please do not re-submit a support request as this will further delay a response.

ALREADY PLACED AN ORDER?

Any orders placed after the 5pm cut-off on Weds 28th December were despatched yesterday, upon our return.
For reference you can read our original announcement, below.
Additionally you can find info & answers to some of the most common questions in your order confirmation email (sent to you when you placed your order and also in your despatch confirmation email).

Update as of 13:20 on Monday 2nd January 2023:

Although today is a Public UK holiday, our despatch team are already hard at work packing orders.
Our next despatch date following the Festive & New Year holidays is Tuesday 3rd January.
Same-day despatch Mon-Fri will resume from this date.

If you placed an order after the 5pm cut-off on Weds 28th December, your order has already been picked & packed, and will be leaving us tomorrow (Tues 3rd Jan) via whichever shipping service you selected during Checkout. Confirmation of despatch/ parcel tracking info will be emailed to you anytime up until 9pm on the day of despatch.

Royal Mail Strikes have (thankfully!) now come to an end, however some deliveries may still face delays of 1-3 working days throughout early January. This is normal at the start of the year due to carriers having backlogs to clear from the holidays.
Guaranteed Next Day & Tracked24 parcels will continue to be prioritised by the carrier.

As our continued commitment to helping out where possible, any changes or upgrades that we previously made to shipping services & pricing (see below) will remain in place until January 13th.

We do however still advise that you continue to select a shipping service that fits your requirements, and also ask that you allow sufficient time for your order to arrive.
Need an order urgently? The Guaranteed Next Day service is the only service which guarantees next working day delivery (from despatch).

Customer support – following our festive & new year closures, together with the large volume of orders that we have to work through upon our return (which will be prioritised) – we currently aim to respond to any customer support requests within 2-5 business days of our return on Tuesday 3rd January. We will be working through requests in the order of which they were received, so please do not re-submit a support request as this will further delay a response.

Other questions? You will likely find the answer below, in our original announcement.

ALREADY PLACED AN ORDER?

You can read our original update in full, below.
Additionally you can find info & answers to some of the most common questions in your order confirmation email (sent to you when you placed your order).

ORIGINAL ANNOUNCEMENT

Published 13:24 on December 2nd, 2022:

AN IMPORTANT UPDATE

Heading into the busiest online shopping period of the year we wish to remain transparent over despatch, delivery times, closures, and any upcoming & known delays.

This year Royal Mail strikes continue into this already busy period – meaning disruption is unavoidable in the lead up to, during, and following the Festive & New Year holidays.

Nobody likes delays. This includes us. We work tirelessly to get orders out on a same-day basis, allowing customers to receive their goods as quickly as possible. We remain committed to same-day despatch where possible, but whilst we continue to do everything in our power to help minimise disruption, delays to some services are unavoidable between now & the New Year.

We continue to to despatch all orders inline with our shipping policy/ this update.

The vast majority of Tracked24 parcels are still arriving within 1-2 working days.
Tracked24 and Guaranteed Next Day are being prioritised by the carrier. Tracked48 however is not, and will therefore remain subject to longer delays. Please select your shipping method wisely.

BRIEF OVERVIEW

Any delays in the delivery network are beyond our control – please be sure to select a suitable shipping service.
Our despatch dates over the Festive holidays will be limited to: Mon 19th, Tues 20th, Weds 21st, and Weds 28th Dec. Normal service will then resume upon our return from the New Year holidays on: Tues 3rd Jan.
We aim to respond to customer enquiries within 2-5 working days, however customer support will not be unavailable over the holidays.
We’re temporarily upgrading FREE Standard UK shipping to Tracked48 (from 1st Class).
We’ve lowered the cost of Tracked24 (next working day delivery aim) to £2.50.
Tracked24 is FREE when you spend over £25.
We’ve lowered the cost of Guaranteed Next Day to just £6.95.
Guaranteed Saturday Delivery is now part of Guaranteed Next Day, available at the new lower price.
International Shipping: Big News! We’ve just rolled out new pricing (Eg. up to 500g @ £7.99, up to 2KG @ £11.99).
For other shipping, despatch or delivery questions – you’ll find the answer below or in our Shipping Policy.

The following information overrides our standard despatch & shipping policies.

OUR HOLIDAY CLOSURES / ROYAL MAIL STRIKE DATES

Although orders can still be placed online 365 days a year – no parcels will be collected, sorted, or delivered on days of Royal Mail Strike action – meaning we cannot offer same-day despatch on those days.

Additionally, we will be closed over the Festive & New Year holidays to allow our staff a well-deserved break.

Our same-day despatch policy (order by 5PM Mon-Fri) remains in place, with the exception to the following dates:

FRIDAY 9TH DECEMBER – ROYAL MAIL STRIKE
SUNDAY 11TH DECEMBER* – ROYAL MAIL STRIKE
WEDNESDAY 14TH DECEMBER – ROYAL MAIL STRIKE
THURSDAY 15TH DECEMBER – ROYAL MAIL STRIKE
THURSDAY 22ND DECEMBER – CLOSED / FESTIVE HOLIDAY
FRIDAY 23RD DECEMBER – ROYAL MAIL STRIKE
SATURDAY 24TH DECEMBER* – ROYAL MAIL STRIKE
MONDAY 26TH DECEMBER – CLOSED / FESTIVE HOLIDAY
TUESDAY 27TH DECEMBER – CLOSED / FESTIVE HOLIDAY
THURSDAY 29TH DECEMBER – CLOSED / NEW YEAR HOLIDAY
FRIDAY 30TH DECEMBER – CLOSED / NEW YEAR HOLIDAY
MONDAY 2ND JANUARY – CLOSED / NEW YEAR HOLIDAY

Orders due for despatch on any of the above dates (or over a weekend) will be despatched on our next working day**.
Order despatch confirmation will be emailed to you anytime up until 9PM on the day of despatch.

We continue to monitor the situation closely. The above dates will be amended should anything change. Alternatively you can find the most up to date information regarding Royal Mail Strikes on their website.

*Sunday 11th December and Saturday 24th December will not directly affect despatch, however these Strike dates are still likely to cause delays with mail-sorting/delivery of any orders despatched in the days leading up to/following those dates.
**Working days are classed as Monday-Friday, but exclude closure dates, public holidays or any strike dates stated above.

STRIKE IMPACT ON DELIVERY TIMES

Delivery times will be affected. If you select our FREE Standard Shipping (1st Class) or the Tracked48 shipping service – you should expect longer delays than usual.

Royal Mail will be prioritising parcels sent via Guaranteed Next Working Day & Tracked24 – we strongly advise making use of these services throughout December and into early January, dependant on how urgent your order is.

Our responsibility is to despatch orders when we say we will and via the shipping method that you choose – but it remains your responsibility to select a suitable shipping service during Checkout.

Please do not contact us claiming that we promised or guaranteed delivery by a specific date if you have not paid for the GUARANTEED NEXT WORKING DAY service. This applies all year round. We remain transparent over despatch & shipping at all times. Your order will only be shipped via the service that you select during Checkout.

Until 10 working days have passed (from despatch), parcels which have not been shipped on a Guaranteed Next Day service will only be deemed delayed.

WHAT WE ARE DOING TO HELP…

UK orders under £25 were previously shipped via Royal Mail 1st Class. Due to severe delays we have withdrawn this service as of Tues 29th November. Instead…

UK ORDERS UNDER £25 are being given a FREE* upgrade to Royal Mail Tracked48. This service offers a 2 working day delivery aim. Delays are still very likely, but this service will at least allow you to monitor your parcels progress through the delivery network.
OPTIONAL UPGRADE FOR UK ORDERS UNDER £25: Royal Mail Tracked24 (Next Working Day delivery aim) is now available for just £2.50* (reduced from £2.95).
UK ORDERS OVER £25 continue to qualify for FREE Royal Mail Tracked24 (Next Working Day delivery aim). This does not guarantee next working day delivery, but the service is being prioritised by Royal Mail & therefore any delays should be minimal.
NEXT WORKING DAY GUARANTEED: If you require delivery by a specific date, you must pay for this upgrade. The cost has been reduced to just £6.95 (from £7.95). This service is available Mon-Fri** up until 5PM, for delivery Tuesday-Saturday**.
This service guarantees delivery on the next working day from despatch** making it the perfect choice for urgent orders. In the very unlikely event delivery is not attempted when it should be, contact us to request a shipping refund.
SATURDAY GUARANTEED: Previously this service was £9.95, but as of 13th December it has now been replaced by ‘NEXT WORKING DAY GUARANTEED’ (above). Same guarantee, new lower price.
International Shipments: Orders under 2KG are shipped via Royal Mail, so please allow for a 1-2 day delay on or around any announced Strike or closure days.

Tracked24 and Tracked48 are fully-tracked services which not only allow you to monitor your parcels progress through the delivery network, but also allow you to re-arrange delivery to a different day if you are not going to be home and do not wish for your parcel to be left in a safe place. You can also redirect your parcel to a local Post Office if you prefer to collect at your convenience.

* Free upgraded shipping/lower prices are temporary but will remain in place until 13th Jan, 2023
**Despatch will only occur on working days (excludes closures & public holidays). Further exceptions to this service may also be applied by the carrier on or around Strike days whereby the Guarantee may be withdrawn – for the most up to date advice on this service please see here.

NEW IMPROVED INTERNATIONAL SHIPPING RATES

International customers – for the last 2 years we’ve fought hard to secure improved pricing for you.

We’re happy to announce that shipping prices for parcels weighing up to 2KG will now cost you 30%-70% less than they did previously!

If your order weighs over 2KG, you should notice reduced rates there too, but we appreciate these are still not great. We will continue to seek improved rates from carriers, but in the meantime what we suggest is that you try placing separate orders, keeping order weights below 2KG. This may prove to be more cost-effective. For full details & terms please see here.

YOUR QUESTIONS ANSWERED

When will my order be despatched?
We continue to despatch orders same-day mon-fri with the exception of our festive & new year holiday closures, or on days of which Royal Mail are holding strikes. You can find a note of these dates further up this page.

What are your despatch dates over the holidays?
Orders placed BEFORE 5pm on Weds 21st December will be despatched same day. Any orders placed AFTER 5pm on Weds 21st December will be despatched on the following Weds (28th December).
Orders placed BEFORE 5pm on Weds 28th December will be despatched same day. Any orders placed AFTER 5pm on Weds 28th December will be despatched on the following Tues (3rd January).

Which shipping service do you recommend?
For most customers, the Tracked24 shipping option will be sufficient. Although this does not guarantee next working day delivery – this service is being prioritised by the carrier and so any delays should be minimal. We subsidise the cost of this service for our customers – or alternatively it is FREE when you spend over £25.

What if I need my order urgently?
The only shipping service comes with any form of guaranteed delivery timeframe if the Guaranteed Next Day shipping option. This is a paid upgrade which is only available Monday-Friday. If you require delivery on a specific day, you must pay to upgrade to this service.

Why is my order still showing as ‘Sender Despatching Item’?
We assure you that your order will have been handed to Royal Mail on the day that you received your despatch confirmation email from us. We have a duty to make sure we hand over your parcel that same day, otherwise your shipping label will become invalid. Tracking will only update once Royal Mail have scanned your parcel into the receiving depot. Due to the Strikes, processing times at the receiving depot are subject to delay since it is not only delivery staff who are striking, but also mail processing & sorting staff.

Why has my Tracked48 or Tracked24 parcel not arrived yet?
Tracked48 comes with a 2 working day delivery aim. Tracked24 comes with next working day delivery aim. Whilst the carrier will aim to deliver within these timeframes, these are not guaranteed timeframes. Due to the Strikes, these services are not exempt from delays. Until 10 working days have passed, Tracked48 and Tracked24 parcels will only be deemed ‘delayed’ by the carrier and due to this our hands are tied.

My Tracked parcel says it is due for delivery today but it has not arrived
A delivery window may be issued by the carrier. They will do their best to deliver within that window, but around Strike days they are stretched for delivery personnel and therefore they cannot guarantee that they’ll be able to deliver all of their parcels before the end of the day. You can find more information on this on the Royal Mail website.

Why can’t you just use a different carrier?
We have explored many options, but the higher costs incurred would need to be passed on to our customers. This is something that we are reluctant to do. Additionally, Royal Mail strikes have led many businesses to turn to using the services of other carriers. Due to this, on top of the already busy time of the year for delivery companies – every carrier in the UK is facing delays. Switching carrier is therefore not viable.

Why aren’t you doing more?
We get it. It’s frustrating. And we assure you that it’s just as (if not more) frustrating for us. We’ve been working tirelessly to ensure all orders are despatched on time/every time, since day one of our businesses formation.
Due to substantial delays to the ‘1st class’ service even before the Strikes began, we were up-sold ‘2 Working day’ and ‘next working day’ services by the carrier (in the form of Tracked48/Tracked24 – at almost twice the cost)…
Only to then see in some instances, Tracked48 taking 12 working days to arrive and Tracked24 taking as long as 10 working days to arrive.
The situation with Royal Mail is not only tarnishing our businesses name but it is also losing us thousands of pounds every single week. Whilst we initially committed to stick by Royal Mail workers and what they were fighting for, we cannot continue to support such actions due to the huge losses we have been facing.
We really have done all that we can in such a bad situation.
Ultimately the recklessness of Royal Mail and the Communication Workers Union is not only causing disruption to the general public, but they are also destroying businesses. Many small businesses like ours are being hit hard by what is happening, and some of the even smaller businesses may not even survive, because of the actions being taken.
We can only hope that you remain patient and continue to support small businesses like ours through what is a very challenging time – and whilst you may be frustrated by delivery delays we would kindly ask that you do not take this frustration out on our staff.