A huge thank you for your amazing custom. Without you, our wonderful customers, we wouldn't be where we are.
Please see our current manufacture and delivery timings along with some helpful FAQs below:
OUR MADE TO ORDER - MANUFACTURE TIMINGS:
All products are handmade in small batches to order, and therefore our stock is shown as unlimited. Occasionally items may be out of stock or at peak order times dispatch of your order may be delayed a few days or we make ask if you'd like a substitute. Please allow up to 5 working days for manufacture (not including weekends or Bank Holiday's.
DELIVERY TIMINGS POST DESPATCH:
All couriers are under pressure - with staff isolating and many more people having or choosing to shop online along with safe distancing, it has put couriers under immense pressure. There is likely also to be delays with receiving your order. Unfortunately, this is not in our control. We have had reports of parcels received within the 2-3 business days timeframe, but also up to a week (and longer) post despatch. Please do not contact us about your parcel until after 7 working days post despatch. Royal Mail won't deal with the enquiry.
WHERE WE DELIVER
We deliver to the UK mainland and islands, excluding Northern Ireland. Unfortunately, due to BREXIT occurring Northern Ireland is falling under European trading regulations and at present, we cannot post to Northern Island. We do not post outside of this.
We have experienced significant effects throughout the COVID pandemic. We have had supplies increase five-fold in price, we have had suppliers not be able to deliver as supplies have been commandeered for the NHS under 'war conditions'. We have had deliveries arrive weeks or in some cases, months later. Whilst there has been some improvement in this, there are still most certainly delays in receiving essential ingredients and packaging. We are all working incredibly hard to reduce the impact on you, our wonderful customers. We have worked and continue to work 7 days a week and are doing our level best in trying to get your orders out as quickly as possible. Due to COVID distancing, it is necessary to ensure that we are doing this as safely as possible and this means that the amount of staff working at any one time is limited and will continue to be whilst we are continuing to work at with the risks that there are. We thank you for your understanding, patience and compassion. Due to spending so much time simply making and despatching, we are slower during this period on responding to queries. For that, we apologise, and where we can improvements or changes to the way we operate will continue.
HELPFUL FAQS - MOST ASKED QUESTIONS
1. TRACKING YOUR PARCEL
When we despatch, we send out an automated email with the courier information, service and any relevant delivery confirmation or tracking codes. We use a variety of couriers dependent upon the size and weight of your parcel.
Despatch Bay: If your email states that your parcel has been despatched using Despatch Bay, it has gone with a collection service who use a variety of couriers dependent upon the size and weight of your parcel. These are all trackable by putting in the tracking number supplied along with your postcode: https://despatchbay.com/tracking
Royal Mail: If your email says RM48/Royal Mail 48 or RM24/Royal Mail 24, these services are not 'tracked' - the code provided may look strange as long and with a series of hyphens to break up the code. This code will be correct however, it only updates when a delivery has been attempted.
2. WHEN WILL I RECEIVE MY PARCEL?
In usual times (outside of pandemics and Christmas periods), you would usually expect to receive your parcel within 1-2 business days for first class / Royal Mail 24 and 2-3 business days for Royal Mail 2nd Class/48 services. Despite taking on 33,000 temporary staff, we (now at the date of writing this) are aware that Royal Mail are behind in some (not all) instances. Unfortunately, we cannot state 'when' or 'what day' you will receive your parcel - it's in the hands of the courier.
3. MY ITEMS HAVE ARRIVED DAMAGED
Please pop onto our Facebook page - we will tune in just a few times whilst we are on leave to respond. Please DM photos of the outer box, packing slip and contents/damaged contents (this helps with staff training and the very occasional courier claim that we may be able to make). Please note we will not be responding daily to messages - however we will come back to you when we check in once or twice a week during our deserved vacation time. https://www.facebook.com/heavenlybubblessoap/
Due to the sheer volume of emails, we cannot keep up - this is something we hope to improve next year - and was not anticipated. Please contact us via DM's if you need to.