CORONOVIRUS UPDATE

CORONOVIRUS UPDATE

We understand that this is a stressful time for small businesses, and so we want to ensure that we're supporting our customers by continuing to provide a reliable service for your craft supplies for as long as possible whilst also keeping our staff and business partners safe.

With this in mind, we have made changes to the way that we work to ensure that our customer orders are made and dispatched as quickly as possible.

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FREQUENTLY ASKED QUESTIONS

WHAT CHANGES ARE SPENCER-BROOKES MAKING?

As the situation with Coronavirus (COVID-19) continues to escalate in the UK, we have made the decision to close our physical shop until further notice whilst we adapt our shop and processes. This decision is in line with Government guidance to ensure social distancing, and protect both our customers and employees.

Our shop team comprises of three full-time staff - Sue who's husband is a paramedic, Charlotte and Emma - who both have young babies with them in the shop. Our shop team's working hours are 9am - 4pm Monday to Friday.

Our online presence is managed part-time by Tina. Tina's working hours are Monday - Thursday 10am - 2pm. We will aim to respond to all messages within 24hrs during this time period, but due to the extremely high volume of orders that we are receiving - it may take slightly longer than usual to respond to certain queries.

CAN I STILL PLACE AN ORDER?

Whilst our shop is currently closed to the public, our website is still open as normal for orders. Please note that at this time, we are unable to offer a collection service from the shop - and all orders will be posted either by Royal Mail or courier. Please keep an eye on our Facebook page for the most up to date information regarding our shop and website.

HOW LONG WILL MY ORDER TAKE TO PROCESS?

Due to the extremely high volume of orders that we are receiving at the moment, as well as ongoing production and postal delays with our wood and acrylic supplier - our turnaround time for processing orders is expected to be around 20 working days until further notice. As soon as your order has been dispatched, you will receive an email notifying you that it's on it's way.

The post service is extremely busy at the moment, and in some areas is taking upto 7 working days to arrive. Please bare this in mind when ordering, and allow additional time for Royal Mail to process your parcel.

Please note that all mail is sent via Royal Mail standard delivery. We do not provide tracking for parcels unless they are very large orders [£100+] sent via a courier service.

HOW CAN I CHECK ON THE STATUS OF MY ORDER?

You can view our current design status by visiting our Design Update page. This page shows our current turnaround time, and which date we are currently working on.

Please note that we have temporarily suspended our "next in the machine" update for order processing. This is due to the extremely high volume of orders that we are currently receiving each day, as well as an increase in the number of large wholesale orders being made which take longer to process in our machines.

I FORGOT TO ORDER SOMETHING, CAN I ADD IT TO MY EXISTING ORDER?

No. We are unable to amend or add to orders that have already been placed.

Any additional items required need to be placed as a brand new order when we next re-open, with it's own P&P fee - as it will be processed and posted as a separate order, and in-turn by the time in which it was ordered.

I HAVE AN IDEA FOR A NEW PRODUCT, CAN YOU CREATE IT FOR ME?

No. Due to the extremely high volume of orders that we are receiving at the moment, it is unfortunately not feasible for us to offer a custom design service during this time.

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We thank you for your patience and understanding during this time.

The Spencer-Brookes Designs Team.