Do you have a tracking number that has not updated from some time?
If your order has been shipped and is currently in transit with the courier, but has not been updated from some time. Please contact our team on email@example.com so that we can investigate this for you. We may need to raise an investigation directly with the carrier.
Please note that Royal Mail have confirmed that parcels are still moving through their network, despite tracking information not updating as frequently as usual.
If we have already raised an investigation for you (and we have confirmed this via email), please allow 5-7 working days for an investigation to take place.
If you have not heard from us after 7 workings days, please contact us again so that we can we action the next steps for you right away.
We understand how upsetting it is to not have clarity on when your order will be arriving with you and we look forward to resolving this with you as quickly as possible. We are so sorry for the delays with Royal Mail and we can't wait to get your order to you.
We are so sorry about the delays that are impacting some styles.
The below table has been updated with the latest shipping dates for those styles that have been impacted by these production delays:
|Rio Floaty Maxi Dress||
Orders shipping from 3rd April
Unfortunately the postal delays are also impacting your returning parcels. If your return tracking states that is has been delivered into our warehouse, please allow up to 7 working days for this to be processed.
If after 7 working days, your refund has not been completed, please contact our team on firstname.lastname@example.org so that we can investigate this for you.
Customer Care Responses
We are currently experiencing delays in our responses to customer enquires. Our small team are working overtime to get back to you all as quickly as possible, however, this can take some time as each enquiry requires a thorough investigation to provide you with as much information as possible.
We know it's really tempting, especially when you are patiently waiting for an update but please avoid sending multiple emails as this will push your original enquiry to the back of the queue. We respond to customer enquires in date consecutive order and this will cause a delay in our response to you.
We are currently responding within 4 working days and we are working super hard to reduce this lead-time as quickly as possible.
We thank you for your continued patience xx