SERVICE UPDATE: Temporary suspension of Food and Drink orders. More Info

FREE Pin Badge with in-stock orders over £30. Terms & Conditions


FREE Pin Badge with in-stock orders over £30. Terms & Conditions

Service Update

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

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

Due to a high volume of orders currently being processed, order dispatch times may be increased by 1-2 working days.

Temporary Suspension of Food and Drink Orders

Due to a significantly higher volume of orders than usual being placed over the last week, we have temporarily suspended the acceptance of food and drink orders. This is due to the greater processing time required by food and drink orders due to the complexity of the typical food order we receive. This is intended to allow our warehouse the time needed to deal with the number of orders already received.

For orders which have yet to be shipped, we are processed and dispatching orders as quickly as possible and you will be informed automatically once your order has shipped.

Food and drink products have been temporarily removed from our store during this time.

Easter - Order Shipping & Customer Services

As April 2nd and 5th are Bank Holidays in the UK (Good Friday and Easter Monday), no mail was able to be collected from our warehouse by any of our shipping partners from midday April 1st until Tuesday, April 6th.

We continued to process in-stock orders and pre-orders as normal, however, we were unable to dispatch any orders until postal services resumed on the 6th.

If you received a shipping confirmation e-mail between 12pm April 1st and April 6th, your order was held by our warehouse until our next postal collection on the 6th. Any tracking information included in your order will not update until after the 6th.

Please bear in mind that as April 2nd and 5th are Bank Holidays, these are not included in any timeframe quoted that states "working days".

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 UK lockdown 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 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.

Pre-orders

Due to the fluid nature of the situation and restrictions on movement of goods globally some delays may occur during this difficult period. In addition, due to Brexit there are now additional delays in receiving stock from EU based 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 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 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.