Postal update during the coronavirus pandemic

Monday, 27 April 2020  |  Admin

Since the coronavirus pandemic lock down began, we have continued to post out Natroma orders as quickly as possible.  Please note that we have suspended overseas orders, so the website will only accept deliveries to UK addresses.

Usually we'll dispatch within 1-2 days of receiving the order, but this depends on stock availability and how busy we are.  If items need to be manufactured (such as bathing products) these items need to dry out before they are packaged.  All hampers are currently being wrapped to order, so this can cause a short delay too.  We process orders in the date order they arrive, so if you need an item to arrive by a specific date (such as a birthday) please let us know and plan to order the item a few days earlier than usual.

Currently we would advise customers to select the standard postage cost at the Natroma checkout.  Normally 1st class mail would be prioritied by Royal Mail, but we are finding that some 2nd class parcels are arriving just as quickly as the upgraded service.  So it may be best to only select a 1st class service, for very urgent parcels.  We would offer similar advice on the courier postal option.  Couriers also seem to be so busy that in some cases they cannot offer a 24 hour service, mainly due to slow collections and the closure of their drop off facilities.  For very urgent deliveries, where you would normally upgrade to a courier service, please contact us for further advice before you place your order.

Most our parcels are taken to the local Post Office, and we have found that their opening hours and collection times can vary.  We always obtain a proof of posting certificate for each parcel, and this contains a 16 digit tracking code.  Typically we are finding that some parcels are taking twice as long as usual, so a 2nd class parcel (usually a 3 day service) may take over a week to arrive.  This varies around the country, since Royal Mail are working very hard to cope with a massive increase in mail volumes (it's been described as being worse than Christmas) without the extra temporary staff that are usually recruited when it's so busy.  In addition, service updates on the Royal Mail website show there is ongoing disruption at mail centres around the country due to Covid-10 staff absences.  We think they are doing a fantastic job, when you consider the circumstances. 

So if you are anxious that your Natroma parcel hasn't arrived, or that our deliveries seem slower than usual, then we are sorry but it is probably due to Royal Mail post volumes and staffing issues in your area.  We have found that parcels we posted on the same day (at the same time) are arriving at the various addresses several days apart.  Parcels sent to Scotland and Northern Ireland are currently taking much longer than usual.  So can we please ask that you wait for a few more days than usual, before contacting us to report a missing parcel.  If you would like to receive the tracking number for your parcel, so you can check its progress on the Royal Mail website we will be very happy to e-mail it to you.

Please be reassured that we’ll begin the missing parcel procedure with Royal Mail for any of our parcels that fail to arrive.  We can do this 10 working days after the due date of the delivery (this should be 3 working days after we posted the parcel).  These are extraordinary times, so your patience is much appreciated.