Behind the scenes with our Customer Support team

Behind the scenes with our Customer Support team

10 December 2021

We love hearing about all the ways you’re sharing out products this festive season. Appreciation packs, care packs, St Nicolas Day gifts and catering items for winter gatherings are just a few recent examples. We’re working hard on all fronts to source, receive, sort, pick and dispatch to get products out to you as soon as possible ahead of Christmas.

At the heart of our operations are, Jermaine, Jess and Katie who respond to your questions, release orders, help you renew your account each year and get in touch if they spot anything amiss.
We asked each of them to pick out the most frequently asked questions they’ve been asked this week.

Two women sat at a desk

What’s the last date I can place an order to receive it before Christmas?

The most common question at the moment is around the last date for placing orders to arrive in time for Christmas.

As Jess explains:

“We’ll be dispatching orders placed all the way up until 17th December, for delivery before Christmas. Any orders placed after the 17th will be dispatched from the 4th January onwards. This does also mean that we have to receive your payment by the end of the 17th to be able to release your order.”

How can I track my order?

Many of you have also been asking how to track your orders. Jermaine’s advice is to log in to the ‘Account’ section, scroll down to ‘my orders’ and check the status of your order, adding:

“Once the order status has changed to dispatched, by clicking on ‘track your order’, you’ll be able to see tracking information including who the courier is and what stage of the delivery your order is at”.

Can I send my order to a different delivery address?

Katie has also been replying to enquiries about changing delivery address. This is something you can do by adding a new delivery address during the checkout process. Each request comes through to the team and sometimes they will get in touch to clarify the reason.


We’re always here to help

Feel free to contact Jermaine, Jess or Katie by email or Live Chat. Please have an order number to hand if it’s about an order you’ve placed. Or check our Contact Us page to confirm our office hours over the Christmas period.

We also have these FAQs on our website.

Customer service team member at his desk