Our online store remains open and all orders/pre-orders continue to be processed as normal.
As we have entered the Christmas period our warehouse is busier than ever. We aim to ship orders within 2-3 working days, however, as we get closer to Christmas some orders may take a little longer to dispatch as we get busier. Due to the high volume of orders received over the Black Friday weekend, orders are currently taking approx. 3-4 working days to be dispatched.
At present, we continue to trade during the UK local lockdowns/tiered restrictions and there is no change to our service level due to this. Customer orders can continue to be placed and we will aim to process them within 2-3 working days as normal. This will remain the case until any further instruction by the UK Government regards online businesses.
We recommend that customers place any orders intended for Christmas delivery as early as possible. Every year, the increased demand for deliveries in December leads to a reduction in service level and delays with Royal Mail and most other couriers. Please order early to ensure you receive your order as soon as possible.
As it gets closer to Christmas our warehouse becomes busier and while we still aim to dispatch all orders within 2-3 working days it may take longer to dispatch orders due to the increased number of orders we will be processing especially around Black Friday and during December.
All orders are shipped via Royal Mail or DHL and both services continue to deliver parcels across the UK. Some delays are to be expected, based on the increased demand for deliveries as we approach Christmas and the minimised operational capacity for Royal Mail in some areas. We would therefore recommend that customers allow additional time to place/receive their orders, especially in the case of an order being required for a specific date (e.g. birthdays or Christmas).
International shipments may experience some delays, depending on the current operational status of the local postal service. At present delays are expected to be minimal.
In the event of a missed delivery, Royal Mail typically leaves a calling card stating the depot or collection point that the parcel has been returned to for collection.
At present, for the safety of our customers and Royal Mail staff, we recommend that in the event a customer misses a delivery they arrange for redelivery directly with Royal Mail. Redelivery can be arranged online, using the details found on the Royal Mail calling card. If you have any issues arranging this, in the first instance please contact the depot noted on your calling card. In the event they cannot assist, please contact us and we will provide your redelivery link via email.
Collection from Royal Mail depots is still possible, however many are now operating reduced hours. You can check the latest opening times for your local depot or collection point on Royal Mails website.
Parcels will be retained by Royal Mail for longer periods before being returned to sender, so additional time is available to arrange redelivery.
Please note collection is at your own risk and we do recommend using the redelivery option at this time for the safety of yourself and Royal Mail staff.
Please see the Royal Mail "Changes to Service" page here for more details.
Parcels delivered by DHL can be redelivered to the same address, an alternate address or safe place or collected from a DHL ServicePoint. This can be arranged using the details in the DHL shipping notification e-mail you receive if your order is shipped via DHL.
Cleanliness and Social Distancing
All members of our warehouse team continue to follow government guidelines regarding social/physical distancing and cleanliness. Daily cleaning routines of all work areas have also been increased in frequency.
Customer service and website updates are being carried out from a home working environment to avoid unnecessary travel.
Due to the fluid nature of the situation and restrictions on movement of goods globally some delays may occur during this difficult period. We are still presently receiving shipments from suppliers/manufacturers and pre-orders are continuing to be shipped to customers.
We appreciate our customers understanding and patience during this period. We can assure you that, where applicable, we will work to the best of our ability to ensure that delays are kept to a minimum.
Pre-order Shipping - Please check your shipping address!
We would encourage any customers with an active pre-order due for release in November and December to check the shipping address to ensure the order is not set to be shipped to a business address that may now be closed until government guidelines dictate it is safe to open again. Our customer service team can be contacted via our Contact Form in the event you need to change your shipping address.
Stay Safe, Stay Home and watch some anime (or read some manga)!
We encourage all of our customers, where possible, to follow the current government advice to stay home and stay safe to protect our communities. Though we all face difficult times ahead, watching anime and reading manga can be a great way to pass the time, reduce stress/anxiety and improve your mood if you're feeling down!
Any further questions?
In the event of any queries not covered by the above, please contact us through email at [email protected] or via our Contact Form. A member of our team will reply to you as soon as possible and will be able to help with any questions you may have.