Dear Valued Customer,
As an online business we’re fortunate that for the moment we’re able - and are being encouraged - to continue operating.
We know that cosmetics and skincare are not essential items, but we also know that for many people they're a very important part of their daily routine and generally help us to feel good. We sincerely hope that by using our products, we're helping you to look after yourselves and your well-being and we will continue to deliver to you as long as it remains permitted by the Government and it is safe to do so. Of course, keeping everyone safe, healthy and connected during this uncertain time is a huge priority for us, so we just wanted to outline the measures that are being undertaken for you to receive your goods safely and in a timely fashion.
Our deliveries in the UK and Internationally are currently continuing normally for the time being, albeit with some delays. All of our UK, EU, AU and ROW deliveries are sent via Royal Mail and DPD. All of our US and CA deliveries are sent directly from our warehouse in Florida, USA via DHL. Should anything change, we will update you.
Royal Mail’s International services are operational and they continue to accept traffic for destinations across the globe. However, delays are expected due to the authorities in these countries applying special orders. If orders are not able to go via air, some orders are being sent by road which can take between 2-6 weeks. If the country is suspended then the mail will be held in a sorting centre until it can be released and delivered.
Please read more about this on Royal Mail's website https://personal.help.royalmail.com/app/answers/detail/a_id/5317/~/international-incident-bulletin
“Royal Mail is actively monitoring this rapidly evolving situation. We have strong contingency plans in place to ensure our customers are looked after and mail is kept moving in the event of localised service disruption.”
“With Covid-19’s reach and development now worldwide, DPD group has a role to play, as strong players in the parcel delivery industry, in slowing down the progress of the novel Coronavirus. We have ensured that a number of precautionary steps are in place to protect both our people and the service we provide to our customers.”
“As a globally operating company, epidemic and pandemic risk scenarios are an integral part of the Group’s continuous risk planning. Accordingly, DPDHL business operations are continually adapted to mitigate potential impacts. The Group’s task force closely monitors the situation, coordinates with international organizations (such as the WHO) and provides the necessary information to all employees and relevant operations.”
We continue to be operational in all of our warehouse facilities in the UK and in the US and plan to remain so. The health, safety, and wellbeing of the employees and warehouse staff in those facilities remain our primary concern, and we are satisfied that additional measures have been taken to protect against the risk of exposure. If you would like additional information regarding these measures then let us know.
If you have any concerns about your returned items being sent back to us and being received in the 30 day timeframe, then please don't worry. Please contact our Customer Services Team on firstname.lastname@example.org and we will ensure that you are refunded accordingly
If you have any queries regarding any of the above, then please contact our Customer Services Team at email@example.com.
We hope that you all remain safe and well during this difficult time.