New COVID-19 Operational update inc. shipping, lost packages and refunds

AS of January 5th, 2021 England has been placed on lockdown. In compliance with government regulations and the law, we aren’t able to serve instore until further notice. We will only be working to process online orders for delivery or on-street collection.

Please note that due to the increased workload of couriers caused by the current global pandemic, delivery delays and inconsistencies may occur for local and international customers. Packages may get lost during transit as well.

Our commitment to our customers is such that we will always do our best to replace lost orders regardless of shipping method chosen, but we cannot always maintain this policy at the current time.

Please note the Royal Mail compensation policy:

UK

1st & 2nd Class = £0 compensation
Signed for UK = up to £50 compensation
Special delivery 9am and 1pm = up to £2500 compensation

Abroad

International tracked and signed = up to £250 compensation

We are now insisting that any order over £50 must be sent via “signed for” or “special delivery” or using our new DHL service (coming very soon).

Please note, we cannot accept responsibility for lost parcels sent via the above services (except DHL), but we will do our best to assist in the compensation process.

In-store collection

Our Mount Street store is operating from 10am-6pm Monday – Friday and 11am-4pm Sunday.

You can still use our “Collect from store” service. Please order via the website 24 hours before, choose “collect from store” at checkout and your order will be ready for collection in the following day between 1pm-4pm from our Mount Street store.

What safety measures have you put in place to protect your staff and customers?

To help make shopping with us as safe as possible, we ask that visitors kindly respect some of the measures we have put in place to ensure this. These include the implementation of social distancing protocols throughout the store and use the hand sanitiser provided.

We also ask all visitors to be patient and considerate of others.

As we are a small store we do still encourage you to shop online where possible.