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Firstly, we are very sorry if your order is taking a long time to arrive. We know how frustrating this is for you. In these strange times, we hope this information helps to answer some of your questions.
We have been working hard to ensure that we send out your orders, as quickly, but also as safely as possible. The notification bar at the top of the page will let you know when we are shipping orders. We aim to send all orders out within 24 - 48 hours.
Once your order has been despatched, we will send you a shipping confirmation email (though do check your spam folder)
We send out all orders using a first class service through Royal Mail, unless you specify Next Day Delivery at checkout.
If all goes well, Royal Mail aims to deliver first class items within the next working day.
However, these are not normal times. Once your parcel has been despatched, we rely on Royal Mail to get it to you quickly and safely. Despite best efforts, Royal Mail are experiencing some disruptions due to Coronavirus-related absences at local mail centres and/or delivery offices. This can be quite localised and hard to predict.
We keep a close eye on Royal Mail coronavirus service updates
Depending on the size and weight of your parcel, it will be sent either as a small parcel or large letter. Royal Mail provides us with a unique code for small parcels, this doesn’t tell us where your parcel is enroute, but it will tell us if an attempt to deliver has been made. If you have been sent a small parcel, we are now sending you this code with a link to the Royal Mail Tracking page.
Unfortunately, Royal Mail do not provide tracking information for large letters.
Do let us know if your order has not arrived, we can check whether delivery address is correct, for instance. It also helps us to track where the delays are and we can inform other customers.
The good news is that inspite of all the difficulties, so far, Royal Mail has not let us down and delivered every single item to you, even when we have been convinced your soaps must have gone astray, you send us an email to let us know “hurrah - they’ve arrived”.
The best advice we can give right now is a little patience. We know that our posties are working incredibly hard and we thank them for this.
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