We're open as normal for online orders and online customer support.
Our retail store and our phone lines are currently closed
There is extremely high demand for our products at the moment but our teams are working hard to ensure this has minimal impact on despatch; depending on order volumes our despatch time is currently just 1-3 working days.
The safety of our staff will always come first so we are not using temporary workers or overtime in our warehouse. Instead we have refined our working processes, designated more space and individual work zones for all team members and closed our retail store to allow complete focus on processing orders as quickly as possible whilst they are supported remotely by our customer support team.
Throughout the pandemic we have been able to ship 80-90% of orders within just 1 working day of being placed. But peak times (such as weekends, bank holidays) and special packing procedures do sometimes create backlogs within the system which we work quickly to clear.
Most orders are still arriving within a day or two of being despatched but allow additional time for all parcels to arrive.
We are not able to guarantee specific delivery dates.
We are pleased to confirm that we have been able to add back the ability to choose preferred delivery methods for most orders, e.g. "Royal Mail Tracked 24", "DPD Predict" etc - we will keep improving and adding options as they become available.
Note that service names do not refer to how quickly you will receive your order - e.g. Royal Mail 24 does not mean you will receive your order 24 hours after it has been placed. Instead it simply reflects the delivery aim for the chosen service once they have received your order (pre-pandemic), in this case Royal Mail 24 is equivalent to first class post. Surprisingly we are still getting a handful of customers expecting a next day service no matter what time or day they place their order so you will now be asked to confirm your understanding of this during checkout before completing your order.
We proud to use fast delivery services for ALL orders (i.e. those which would typically have arrived next working day before the Coronavirus pandemic) as well as options to choose named couriers where you are confident that these will work better for you in your area. You will of course understand that at this time there are localised delays and high volumes of parcels in the network so please allow additional time for parcels to arrive before contacting us.
Delivery companies are doing extremely well keeping up with increased demand but it should be noted that staff shortages can effect any part of the delivery network at any time, whilst the majority of regions are experiencing delivery as normal please allow an extra day or so to account for the dynamic situation.
It should be noted that any delays at present are due to staff shortages - for example when a driver or staff member is self isolating.. this is exactly what they should be doing and we would ask for patience and understanding on their behalf during this period.
"A competitor says they can deliver next day, why can't you?'
Our data shows that most orders are actually unaffected, especially when premium services such as DPD are affected. We would therefore have two choices when it comes to marketing this. However, most is not all... and that's where we differ. Nobody can control the unknown and our policy has always been to 'under promise and over deliver'... we'd rather tell our customers that it may take 1-3 days and 90% of orders arrive at the lower end of that estimate than tell our customers its next day and 10% fail.
We are confident that our processes and shipping methods offer the fastest possible despatch and delivery times in the industry and pledge never to over promise simply to win a sale. Whilst uncertainty remains we will always present the 'worse case' not the 'best case' so you can shop with confidence.
"Will short postal delays kill or harm my livefood?'
This is very unlikely especially at this time of year (i.e. the weather is neither too hot or too cold)
Livefood is packaged in such a way that it can and will survive days in the packaging it is shipped in - after all, if you buy it from the shop it is likely to have been on the shelf for several days before you pick it up. There should therefore be no concern that short postal delays will affect the quality of livefood deliveries - of course there may be occasion where temperature or humidity can cause issues but as always, customers continue to be covered by our live arrival guarantee.
"What happens if my frozen food arrives defrosted?"
Order with confidence. Almost all frozen orders are arriving quickly and still frozen. Frozen food is sent on a next day service meaning it should arrive the day after despatch - in the event that there are delays you will be covered as long as you were available to take delivery on the first delivery attempt made by our carriers and report issues straight away. Should your order not arrive within 24 hours of being despatched or you can't see tracking details please let us know immediately so we can get the latest updates from our carriers.
"Are returns affected"
You can still return any item as normal but processing is taking a little longer at the moment. Whilst our customer service and accounts staff are based off site, our warehouse team are now processing returns on site after they have completed a short quarantine period. This means that typically it takes now takes 5 working days to process a return rather than 2 as it did before the pandemic. Wherever possible, we kindly ask that customers do minimise purchasing items that may need to be returned as unwanted by asking questions first, our team are more than happy to help and give advice before you place your order