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Service Update

Our online store remains open and all orders/pre-orders continue to be processed.

At present, we continue to trade normally and there are no changes to our service level due to COVID. This will remain the case until any further instruction by the UK Government regarding online businesses.

 

 

Royal Mail strikes in October, November and December 2022

Royal Mail have announced that workers will be on strike on various dates until the 2nd of December 2022. This will lead to some distruption to the collection and delivery of orders. As we naturally deal with an increased number of orders in the run up to Christmas, we have already put plans in place to deal with the larger number of orders being shipped and we believe that these plans should mitigate most of the impact of that these strikes may have. We have also taken extra steps to minimise any disruption caused by these strikes and this includes ensuring additional collections from our warehouse on non-strike dates.

Customers will receive shipping notification e-mails as normal during the strike periods however any orders processed on a National or Collections strike date will be dispatched on the next working day (Monday-Friday) or Saturday.

The CWU union holding the strikes have advised that there will be National Strikes on specific dates where no Royal Mail activity will take place and limited strikes on other dates where only certain parts of the Royal Mail workforce will strike.

National strikes will take place on the following dates:
- Thursday 13 October 2022
- Thursday 20 October 2022
- Tuesday 25 October 2022
- Monday 28 November 2022
On these dates, no collections will take place from our warehouse and no parcels will be delivered.

Limited strikes affecting parts of Royal Mail will take place on the following dates:
- Processing & Distribution, International, Collections: 3, 9, 15, 24 November and 1 December 2022
- Delivery: 4, 10, 16, 25 November and 2 December 2022
- Network: 2, 8, 14, 23, 30 November 2022

On the date of Collections strikes, no mail collections will take place from our warehouse. Orders will be dispatched on the next working day (Monday-Friday) or Saturday.

On the date of Delivery strikes, no parcels will be delivered by Royal Mail.

Processing & Distribution, International and Network strikes will result in slower delivery as these departments are responsible for moving parcels between Royal Mail locations and to local delivery depots.

Please be aware that during the days after each strike date there will likely be a backlog of parcels to be processed by Royal Mail at their processing centres and delivery depots. This may lead to some short delays in parcels being delivered to UK addresses.

Any international orders where Express shipping is selected during checkout or UK orders sent via DHL will be shipped as normal as DHL Express is not affected by this strike.

Order Shipping

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 due to the current time of year 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).

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.

Order Redelivery/Collection

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 18 days before being returned to sender, so please collect any parcels held for collection promptly.

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.

International orders shipped via Royal Mail will be delivered by your local postal service (or GLS in some European countries). Please check any tracking information with your local postal service as Royal Mail may advise actions such as a note has being left after a failed delivery or a parcel being available to collect which may be different to how your local postal service works.

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.

Pre-orders

Due to the fluid nature of the COVID-19 situation and restrictions on movement of goods globally some delays may occur during this difficult period. In addition, due to Brexit there are still some additional delays in receiving stock from EU based suppliers as well as ongoing sea freight issues affecting our suppliers. We are still 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 later this year 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 fully 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 support@dekaianime.com 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.