There are lots of questions which our customers ask regularly. To help you, here are some of them, with the answers!
Q: How will my order be delivered?
A: That depends on the weight of the package.
For lighter packages we normally use the Royal Mail, who will deliver the package either with the rest of your daily post, or when the parcel van comes around. With standard delivery Royal Mail packages, no signature will be required. If you are not at home when the package arrives, the postman should leave you a card with the details of how to collect the parcel from your local delivery office. In our experience however, the card does not always get left for you, especially at peak times. If you are concerned that a smaller order has not arrived, please contact your local Royal Mail delivery office to see if they are holding the parcel for you.
Larger packages will be delivered by a courier, normally with DHL / Yodel. A signature will be required for these packages. If you are not in to sign for the package, you will be left a card with contact details so that you can arrange for an alternative delivery time.
Q: How long will it take for Express Delivery items to arrive?
A: Because we are such a small company, we have to use the services of other carriers to get the goods to you as fast as possible. Once you have placed an Express Delivery order, it will be dispatched from here within a maximum of two working days, although in more than 90% of cases this will be within one working day. Depending upon the size of the package, it will either be sent via the Royal Mail’s first class service, or with a courier on a 24 hour service.
Q: When will I be charged for my goods?
A: We will not charge your Credit or Debit card until your goods are ready for dispatch. If one or more items are placed on back order because they are out of stock, these items will only be charged once they are back in stock and ready to send you.
Q: I have received my order but one or more items say ‘To Follow’. What does this mean?
A: Sometimes, especially at peak periods, there can be a delay in stock reaching us from our supplier. We don’t want to delay your order if at all possible, so we often opt to send the items that are available at the time and send on the other items afterwards. If the delay is significantly longer than expected, we will contact you to let you know.
Q: My Postcode Map Jigsaw was not included with the rest of my package. When will it arrive?
A: Each Postcode Map Jigsaw is made to order by a separate company who will send it directly to you. As these are bespoke, we will need to take payment for these at the time your order is placed and the package will be sent directly from the factory, not with the rest of your order.
Q: I need to contact Customer Services urgently outside of normal opening hours. What should I do?
A: Whilst the Customer Service telephone lines are monitored from 9am to 5.30pm (Monday to Thursday) and from 8am to 3.30pm (Friday), e-mails are monitored outside of these times, although not between 3.30pm on Friday and 9am on Sunday. Please e-mail us any questions to firstname.lastname@example.org
Q: Why can I not place my order online?
A: Very occasionally, all websites experience problems, even with the largest companies. In almost every case, a difficulty that you are having will be rectified automatically with a few minutes. Our website is monitored around the clock, but if you are having a problem, please call us on 020 8953 4484.