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Thank you for taking the time to read this notice – if you’ve been directed here from an email, please accept our apologies for the lack of a more personalised response! We will only link you here if we believe the answer to your question or query is addressed fully in this page (see the FAQ below). If we’re wrong, please let us know ASAP!
Why hasn’t my order shipped?
We’re open on the 28th to 31st over the festive period with limited staff due to holidays and restrictions. We’ll be back to normal on the 4th January (restrictions allowing). This inevitably creates a fairly significant backlog of orders which we’re working constantly to get through. Your order may be held up for a few days depending on when it was placed and which shipping method was used as a result of this, but it will be shipped ASAP. Orders, where possible, are being sent on a first come, first served basis.
If you’re an international or remote customer, please bear in mind that the UK is experiencing COVID related border closures as well as Brexit related border changes – some couriers aren’t accepting international or remote shipments at present, however, your order will ship as soon as the parcels are being accepted again.
My order is shipped, but it’s late or arriving later than expected?
At present, this is unfortunately a significantly more common occurrence than under “normal” circumstances. Delays at present are almost invariably a result of increased demand on couriers with a decreased workforce (due to COVID and holidays) to fulfil the demand. This is compounded by the fact it’s currently the peak retail period, the ongoing pandemic and restrictions and the border closures/changes. Please allow some time for your order to arrive, as at present no shipping times are guaranteed. For info regarding lost shipments, please see our shipping information page or our COVID-19 FAQ on the homepage.
If you’re an international or remote customer, please bear in mind that the UK is experiencing COVID related border closures as well as Brexit related border changes – some couriers are accepting international or remote shipments at present, however, they are being held either at our warehouse or within their network until the borders reopen with more clarity surrounding new checks and processes which are in place.
When will my order ship?
Despite the very unusual circumstances we find ourselves in at present, we do still aim to ship orders the same working day where possible (if placed before 3PM). Our opening times (working days) can be found in this FAQ under “What are your opening times during the festive period?”
Unfortunately, with some orders, we may not be able to achieve our usual promise, and your order may be delayed due to international border closures, a backlog at our warehouse, a courier backlog, unusual working days or other courier/shipping reasons. We are working to fulfil all delayed orders as soon as possible. All orders placed WILL be shipped unless we contact you directly (this will be in form of an email) to say otherwise – in that case, we will provide options for next steps to resolve the situation.
I have an item on backorder, when will it ship?
Backorder items at present are largely delayed due to border closures and the Brexit transition. Typically we advise a waiting time of 1 to 3 weeks, however, at present there is an increased risk the delay will be longer due to manufacturer concerns about the borders and/or general shipping delays. We will fulfil all backorder shipments as soon as possible, but we’re unfortunately unable to advise any specific ETA. Backorders can be cancelled for a full refund at any time before they’re processed and shipped out to you from us.
My support ticket hasn’t received a response yet, when will it?
We’re open on the 28th to 31st over the festive period with limited staff due to holidays and restrictions. We’ll be back to normal on the 4th January (restrictions allowing). This inevitably creates a fairly significant backlog of support requests which we’re working as hard as we possibly can to get through as soon as possible.
You may unfortunately need to wait for a few days for a response depending on when the support request was sent, and which staff members are available on any given day. You WILL receive a response ASAP, even if delayed. Like orders, support requests, where possible, are being addressed on a first come, first served basis.
At present, please only chase if you’ve not received a reply within a week of your original message. While extreme, this actually allows us to address more issues sooner, and will reduce the time it takes to get back to you, as fewer requests means fewer duplicate tickets and confusion, which means a smaller backlog to address!
We’re aware that this is not an ideal situation and are doing all we can (including the creation of this FAQ!) to make sure everyone receives a response and, where required, a resolution as fast as possible under these circumstances. We appreciate your patience greatly!
Does sending another support request speed up my resolution?
Unfortunately not. Actually, in nearly all cases, sending duplicate requests will slow down your (and potentially other’s) response times, as doing so leads to duplicated tickets, confusion, and an overall more complex and larger backlog this side of support. You also risk resetting the timer on your ticket which can mean it won’t flag as overdue for us when it should.
At present, please only chase if you’ve not received a reply within a week of your original message. While extreme, this actually allows us to address more issues sooner, and will reduce the time it takes to get back to you.
Can I cancel my order?
Once an order is placed, typically all you need to do to cancel it is shoot us an email with the request and your order number. Please be aware that due to the backlog and other circumstances, it may not be possible to cancel your order before it ships. Our support staff is working remotely and sometimes an order may already of started being processed before we can cancel the order.
If your order ships before it’s cancelled, we will send you an RMA or our address so that you can return it as new for a refund.
My order is showing as shipped but tracking shows it’s still with you?
We’re processing as many orders as physically possible to ensure the backlog resulting from the festive holidays is eliminated as soon as it can be. Despite this, couriers are not collecting some shipments either due to having different working days at present, having a limited capacity due to demand, or not being able to fulfil the order due to border closures.
Unfortunately this can all lead to a delay in your shipment and/or tracking information. Rest assured that your order will leave our warehouse as soon as the courier will accept the shipments as normal. If for any reason your order now can not be accepted by the courier in the near future, we will contact you to arrange next steps.
I live internationally and my order hasn’t shipped for multiple days. When will it ship?
If you’re an international or remote customer, please bear in mind that the UK is experiencing COVID related border closures as well as Brexit related border changes – some couriers aren’t accepting international or remote shipments at present, however, your order will ship as soon as the parcels are being accepted again.
If for any reason your order now can not be accepted by the courier in the near future, we will contact you to arrange next steps.
What are your opening times during the festive period?
– Dec 24th: CLOSED
– Dec 24th: CLOSED
– Dec 25th: CLOSED
– Dec 26th: CLOSED
– Dec 27th: CLOSED
– Dec 28th: Open, limited staff
– Dec 29th: Open, limited staff
– Dec 30th: Open, limited staff
– Dec 31st: Open, limited staff
– Jan 1st: CLOSED
– Jan 2nd: CLOSED
– Jan 3rd: CLOSED
– Jan 4th onwards: Open as normal at full capacity! (COVID Restrictions allowing)
When are you shipping orders / When are you replying to emails?
We are shipping orders and replying to support requests in a limited capacity from the 28th December to the 31st of December. Restrictions allowing, we will be back to full capacity on the 4th January.
We expect to have completely eliminated the backlog(s) on the week commencing 4th January. Until that week is over, please bear with us as delays to both orders and support are likely. Apologies for any inconvenience this may cause!
Can I get a refund for a late shipment?
At present, we cannot refund shipping fees due to the fact we warn of delays up front in our FAQ’s, at the checkout, and on the notice at the top of our website. We try to be as transparent as possible to avoid upset.
Shipment delays are more likely at present due to the pandemic (and restrictions), peak period demand on couriers, lower courier staff numbers, border closures and uncertainties surrounding Brexit, and holidays/non-standard working times over the festive period. Please be aware that delays as a result of any of these factors do not qualify for a shipping fee refund.
When will [insert item here] be back in stock?
At present, with the border closures, Brexit transition, supply shortages, general shipping delays and so on, we unfortunately cannot advise item ETA’s as all inbound shipping times at present are just too unpredictable to give a meaningful answer. As soon as some normality returns, we’ll likely have a better idea of when certain shipments will arrive. Apologies for any inconvenience in the interim!
There are a number of things going on at present which all unfortunately mean we have our hands very much full – there’s the ongoing pandemic and restrictions, the Brexit transition, border closures, the festive period, staff and courier holidays, and the resulting backlogs we’ve come back to.
To address this, below we’ve tried to address the majority of the new queries we’re seeing so that we can get back to our standard of fast shipping and quick replies as soon as possible!
We’re really sorry for any wait or inconvenience, and we’re working as hard as possible to restore normality ASAP! Thank you for your understanding and patience! 🙂 – The UMT Team <3