Last updated 01/04/20 16:00 hours
At present we are processing orders with minimal delays, but there is no express delivery option and no shop collections until further notice. As we are experiencing high demand we must advise that your delivery window could, at times, be up to 7 working days. As of Thursday 26th March we effectively have no backlog and are outputting a normal service level (3-4 working day economy service), albeit in exceptional circumstances.
We have taken steps to minimise risk associated Coronavirus (COVID19) to both our customers and our Team. As the situation and government advice evolves, we will update this page from time to time.
Our Team working times have changed protect the Team, and still ensure all orders are delivered. We have implemented a whole load of cool tech and well over half of us are now working from home, especially where staff are carers etc. There is only one Team member in the main Sales Office from 9 until 3pm.
As a result of the reduced number of Team Staff and shift pattern in the Cardigan factory there are Service Changes:
- Shop Service: As of the 17/03/2020, the Shop in Cardigan was closed until further notice. Further to HMG advice on the 24/03/2020 we are sensibly suspending all Shop Collection until further notice. Our homeworking sales team will as always be taking orders via email and online shop but only for home delivery. We are running two skeleton warehouse teams and cannot serve shop collections at this time.
- Telephone Service: Please email us, use the Live Chat or Contact form rather than telephone us. For telephone orders and product advice please leave a voicemail and one of the Team will call you back, usually within a few minutes. If you are unable to reach us via telephone please leave a message. You can also use our contact form. Where we have emailed you a quote for products, please pay by BACS rather than phone. BACS details are on the quote.
- Order Processing and Delivery Service: Orders for our lovely products are still being processed by the Team wherever they are sitting and then delivered to the whole of the UK as normal. At present there are no known delivery network issues. However as we are experiencing high demand we must ask and advise that your delivery window could at times be up to 7 working days. As of Thursday 26th March we effectively have no backlog and are outputting a normal service level, albeit in exceptional circumstances. We will advise you as this changes. Of course it is possible that processing and delivery timescales may be further extended in the weeks ahead. Our warehouse teams' working patterns have been substantially altered to minimise contact amongst one another. We are woking in two teams in two shifts over a longer working day to make sure we stay safe and get the products to you in good time. Due to this we are no longer able to offer the express service on checkout.
- Stock Availability: We are working with suppliers to keep stocks at the right level and we have already increased some stock levels that we felt appropriate. Some items may be unavailable, we appologies for any inconvenience caused.
We apologise if our new Team working patterns cause any inconvenience to you or your order, and we thank you for your patience, support and custom during this unprecedented situation.
The Celtic Sustainables Team