I wanted to use this post to once again extend our gratitude for your support during the COVID-19 lock down. We’re continually humbled by how many people enjoy the coffee we produce and really do appreciate you keeping us roasting!
We need to do better
I realise that before COVID-19, our company wasn’t well practised at e-commerce and as such, your recent experience online with us may have been a bit ‘bumpy’. I’m aware that some of you have had difficulty completing your orders, have not received your order emails and experienced extended delays with deliveries. Trust me, we’re working very hard behind the scenes to make things better and thank you for your patience.
Improvements to your delivery
As I’m sure you’re well aware, the Royal Mail is under considerable additional pressure during lock down as people migrate online to purchase goods. To date, we have chosen to use Royal Mail’s standard services and have come to realise that these are, understandably, being deemed a lower delivery priority. To improve this we will be using Royal Mail Tracked 48 services from midnight, Wednesday 29th April. Having tested this postal method, you will now receive your goods within 48 hours of roastery dispatch. This service will cost slightly more, but it will be a marked improvement on what we previously had in place and think it’s worth paying a little extra for peace of mind.
Processing your order
Changing to Royal Mail’s tracked services will mean that we need to make an adjustment to how we process your order. There will now be a daily cut off at 16:00. Orders received before 16:00 will be processed for shipping the following morning on a 48 hour tracked service. Orders placed after 16:00 will be processed the following day. Royal Mail’s Hull depot is closed on Wednesday during lock down. Therefore, orders received on a Tuesday will be shipped on Thursday mornings to accommodate this.
Unfortunately, with the increased cost of a speedier 48 hour shipping service, we will have to raise the threshold to £20 in order to maintain our offer of free delivery. We hope you understand.
If you have any questions about any of the points raised above, please do get in touch.
Take care and stay safe.
James, Katie, Jules & Phil