All information is correct as of 18-05-2020
All of us at PreciousLittleOne appreciate what a difficult and worrying time this is for parents and parents-to-be. We would like to thank you for your continued support during this time.
The health and wellbeing of our customers and staff is always our top priority, therefore we have made the decision to close our Showroom based in the historic town of Grantham as of the 23rd March until further notice. You can still contact our team via email firstname.lastname@example.org if you have any questions or concerns. Our warehouse is currently fully operational. We will continue to follow the advice of the Government and Public Health England. We would like to assure yourself we are dispatching orders every working day and receiving stock from manufacturers as normal. The NHS and WHO have advised that there is no evidence that COVID-19 can be spread by contamination of commercial packages, you can read more here
We want to get your precious little one's products to you as fast as we can. But we also want to take a second to explain why things are taking a little longer than normal. So we've compiled a list of your most-asked questions below
Can I still place an order?
All our couriers are currently fully operational.
What does my delivery timescale mean?
All delivery timescales are estimated due to the unprecedented situation, we will endeavour to keep you updated as much as possible, as the situation is ever changing.
Where is my order?
Every order is picked, packed and quality controlled by hand, and this hasn’t changed. What has changed is that we’re seeing a big increase in online order volume while at the same time ensuring our staff can keep safe social distance (more on that below). On top of that, most delivery carriers are experiencing delays on their side as well. How delayed? Right now, we are currently experiencing a 2-4 working day delay within our warehouse. We are updating all customers who are affected by this delay. Our Warehouse is now open 7 days a week to reduce this timescale as we understand how important it is for you to receive your orders.
I still want to know exactly where my order is. What’s the best way to contact your Customer Service team?
These delays also mean that our Customer Service team is getting more emails and chats than normal. They’re working hard to get you the answers you need, when you need them. They're currently answering emails within 2-4 working days. Our Customer Service is available Monday-Friday 8am to 5pm, however after taking your feedback on board we have extended our opening hours from the 27th April to Monday-Saturday (Monday-Friday 8am - 5pm and Saturday 6am - 1pm) via email email@example.com and our Live Chat Feature is available (Monday-Friday 10am - 3pm). Don't forget our Help Centre is full of information and additional support.
When will I get my package once it's shipped?
With so many storefronts temporarily closed, couriers are also working overtime to deliver online orders. This means that the same delays and social distancing that affect us affect all of the different delivery methods, too. When your order ships, you’ll get a usual tracking number via email. You will be able to track your parcel on the couriers website which will provide an estimated date for delivery.
Do you offer a no contact delivery option?
We are currently working closely with all our couriers closely to ensure you and their employees remain safe. We would encourage all customers to use the alternative delivery options available to them (such as leave in a safe place) so they do not have to receive parcels directly from the courier or have to sign for them
How are you keeping staff safe?
We know that our staff are the heart and soul of our business, and their safety is our top concern right now. We’ve increased safety measures and special precautions for hygiene and social distancing in our workplaces. In short, this includes creating a safe environment for staff to self-report their own requirements as they develop, strict handwashing and sanitising protocols and personal protective equipment.
We are also making sure that the workspace itself is regularly cleaned particularly the “high touch areas” like work surfaces and computers. We stagger break times and put caps on lunchroom seating so that all employees can enjoy a safe lunch or coffee break while still social distancing.
What if I want to return my item?
Our Returns Department are currently only processing faulty or damaged goods at the moment. We do apologise for the inconvenience caused.tleOne appreciate what a difficult and worrying time this is for parents and parents-to-be. We would like to thank you for your continued support during this time.