COVID-19 Update: We are dispatching orders daily - click here for a full update

Covid-19 Update on Delivery and Our Service

Last updated at 05/06/2020 at 15.26

 

We are dispatching orders daily.

 

As we are able to work with social distancing in place, we are still open as normal and dispatching orders daily. However, there are some changes to our usual service as below:

  • Phone support may be limited, as our in-house team has been reduced. However, from 04/06 we are beginning to offer phone support again.
  • Orders by phone are not being taken- please order online and only call for urgent enquiries.
  • Delivery times may be slower than usual, and no delivery times are guaranteed- see our full update on delivery below

 

Delivery Update (UK)- Courier Delivery Recommended.

 

Despite our best efforts dispatching 90% of orders the same day, in many cases we have had feedback from customers stating that the Royal Mail economy deliveries are currently seeing huge delays (in some extreme cases up to 6 weeks), due to an extreme backlog with Royal Mail. Many deliveries are still arriving within normal times (less than a week). All economy orders are now being upgraded to 1st class at no extra cost to the customer (since 28th April), in an attempt to reduce these delays- however, we ask for patience and understanding from customers during current times, and we strongly advise selecting the courier delivery options if a delayed economy delivery would be an issue for you.

 

During this time, the economy delivery service we offer is not recommended, and we strongly advise customers to select the express options such as courier delivery by DPD- as this courier service appears to be delivering as normal in most cases. If a courier order is placed before 2.00pm it will usually leave us the same day.

 

In no scenario, is a delivery time guaranteed- but you are able to contact us to discuss a return, if your order arrives late and is no longer required. A return may be granted at our discretion.

 

International Delivery Update (for customers outside the UK)- Please expect and allow for delays.

 

We are dispatching orders daily if the item is stocked, and usually within the expected times for custom made items. However, international delivery appears to be slower than usual at every stage of transport. All international deliveries are sent with tracking, including the Royal Mail deliveries, but at the present time in some cases items can take an additional 1-2 weeks for delivery over our estimated times. To certain locations, we do offer international delivery upgrades such as express courier- if your order is urgent and you are outside the UK then we would recommend either selecting one of the express methods or if unavilable to your location, contacting us for an express courier quote. However, before emailing us please try using the shipping estimator at the cart page.

 

In no scenario, is an international delivery time guaranteed, even for express courier delivery - but you are able to contact us to discuss a return, if your order arrives late and is no longer required. A return may be granted at our discretion.

 

Local Collection From our warehouse (Stoke on Trent, ST4 4LG)

 

At the present time, you are able to visit our warehouse and collect- however, as we are often dispatching orders within a few minutes of them being placed online, you are not able to collect an order which has been placed online.

 

Instead, please check online that the item is available, and to ensure your own and our staff's safety, before your visit- you MUST do the following:

 

  • Card is accepted, but if paying by cash please check our website and bring the exact change.
  • Check our website, and prepare a list, or be prepared to quickly explain what you would like to avoid unnessary time in the entrance of our warehouse.
  • Do not enter the entrance to our warehouse, if there is already a customer inside. The door is glass, please check before entering to ensure social distancing.
  • Our opening times are 9.30-17.00 on working days only (excluding bank holidays and weekends, when we are closed)

 

Our address is as below, and please make sure you can find us without having to call for directions, as we may not be able to answer the phone during this time:

 

Midland Flags

Unit 3 Grove Road Industrial Estate

Stoke on Trent

ST4 4LG