Hello Shabby Bear Cottage friends,
As times are a little uncertain at the moment, we want you to be aware that we are doing all that we can to keep our staff and customers safe.
We have new measures in place to ensure the safety of all of us, for example - our workshop is now closed to the general public, and we only have key members here to navigate us through the next few weeks. We've introduced a no contact delivery too, which is excellent news.
Q. What is your current lead time?
A. The situation is changing daily, and we are doing our best to ensure orders are getting out as fast as possible. At the moment, the lead time is 4 weeks from order until delivery.
Q. Can I still order online?
A. Yes, you can still order online as normal and we can still deliver as normal.
Q. Is your workshop still taking appointments for viewings?
A. We've made the decision to close our workshop to the general public, under government guidelines.
Q. When will you reopen your workshop for appointments?
A. Our workshop is currently closed to the public until the end of March, but please check back here for the latest information.
Q. I have an order pending — what will happen to it?
A. If you have an order pending we will still deliver it. Please check your email for the latest information on your delivery.
If you're not ready to receive your order or would prefer to delay the delivery, you can put it on hold, just contact Customer Services to do so.
This situation is changing daily. At the moment, our carriers are delivering as normal.
Q. What precautions are your staff/couriers taking to prevent the spread of COVID-19?
A. Our staff and couriers are down to a bare minimum at our workshop. Couriers are not allowed to enter the building, and items are collected from a safe distance. Our staff are working independently from home, and our workshop staff are in their own spaces, with no contact from each other. Strict hygiene measures have been put into place.
Q. Do you have a no-contact delivery process in place?
A. Yes we do. All of our carriers have the ability to deliver with no contact. Simply let them know that you wish for this to happen when they contact you to arrange delivery, or when they arrive at your address.
Q. I'm self-isolating. Can I still get my delivery?
A. Yes, of course. Please let us know if you're self-isolating and we'll ensure that we make a no-contact delivery or, if you prefer, we can hold your order at our warehouse until you're ready to receive it.
Q. I'm self-isolating. Can I still return my items and have a collection?
A. Yes, of course. Please let us know if you're self-isolating and we can make a no-contact pickup, or if you prefer, we've extended our returns period to 30 days to give you some extra time before we need to do a pickup. Please email or live chat with our Customer Services team to arrange.
Q. Can I change my delivery time/location?
A. Yes. Please contact us via email to do this.
Q. Are you changing your returns policy/process during this time?
A. Over this period we don't want you to worry, so we've extended our returns period from 14 days to 30 days to give you plenty of time to return your item to us.
Q. Are your Customer Services still open?
A. Yes, you can contact our Customer Services via email@example.com or our live chat service.