Since the start of December all our international orders have not been updated on the royal mail system. Tracking states that they are still expecting the order.
This is not the case.
We have shipped all orders to those who have received tracking information and they have been collected alongside all UK mail. This delay is due to Royal Mail Strike action in December.
We have been in contact with Royal Mail this morning who advised us that there are HUGE backlogs at HWDC (Heathrow Worldwide Distribution Centre) due to the strike action and unfortunately have no information on the orders at present. We have contacted the international team who we are waiting for an update from within the next couple of days.
As there is no news at present on orders moving through the network, we are switching off International shipping to any new orders until this backlog is resolved to reduce customer disappointment. We will review this weekly.
This suspension is only temporary.
Thank you for your understanding.
What does this mean for you, our customer?
If you have already placed an order and it has not been shipped?
You can contact us for a full refund, or we can process your order and we will ship the order as soon as we can. But please understand there will be delays.
If your order has been shipped, but is still showing as expected?
We know this is frustrating, and we really do understand you want your order. We want you to have the goods that you have paid for, but as it stands we are trying to find out where these orders are.
Your order is already shipped and will eventually be delivered.
If you need anymore information please contact us and each order will be looked at on a case-by-case basis. As orders have been shipped we cannot raise any investigation until the appropriate time has passed. Investigations can take up to 90 working days, from shipping, for International shipments before we can process any refunds or replacements. This time frame is set by Royal Mail.