Another week has gone by and we wanted to say hello again and keep you updated about Kiravans HQ.
Here at Kiravans we’re rolling with whatever each day brings. We've got a video message from Mike below, we'll update this blog as things change.
We're open and shipping orders. However, there is a day or two delay getting things to you. Therefore we have dropped UK delivery charges until we can get back to our usual reliable delivery times.
It's our second week from working at home, it all seems to be working reasonably smoothly! Some of us are also busy parents trying to do our best to find the balance between homeschooling and keeping things ticking over with work. We’re all prioritising our children, parents, and community first; our own health (also first!).... and then work gets a look in. Viewing this situation as a marathon, rather than a sprint, we have reduced our customer service hours a bit (sorry we can’t guarantee evening Live Chat support at the moment). We are all working reduced hours to accommodate our family commitments, each of us have adjusted our working hours according to the needs of our own household.
What this means for you is that we may not all be available during normal hours as quickly as we might otherwise be. Message us for technical support and we will be available to help, but if we need to discuss your query internally then it could well take a few hours for us to get in touch with the appropriate person. Thanks for your understanding and patience.
For the time being, you’ll be pleased to hear that it’s still pretty much business as usual... the warehouse guys are working hard as always to get orders out to our customers (while maintaining physical distances, not sharing tools, and following all the current health service advice). Right now we have two guys self-isolating, they are well, and hopefully they will be back at work next week.
To keep you updated on delivery services, we have added a COVID-19 notice onto our websites live-chat popup - any issues with couriers or dispatch times are there for all to see.
Deliveries from our suppliers are, so far, not affected in any major way. We have stopped offering customers the option to collect orders at the warehouse for the time being, and we are no longer able to guarantee an Express delivery service. Here’s a recap...
Service & Delivery Information
Warehouse: Fewer staff means that we can't guarantee same day despatch, so we have added a couple of days to our estimated delivery times.
UK Couriers: Some local delivery delays, but networks seem to be coping well..
EU Couriers: No deliveries in quarantine areas. Other areas 24-48 hour delays are to be expected. Only 1 delivery attempt will be made before parcels are returned to sender. Please only order if you are confident you will be home to receive the delivery (otherwise we have to pick up the cost of the returned parcel)
Customer Collection from our warehouse: Temporarily suspended.
Product Availability: Currently good with no issues, but that is likely to change - items will be marked [Temporarily Unavailable] when affected.
Customer Service: Our customer service team is available from 8:30 AM until 4:30 PM Monday to Thursday and 8.30AM until 1.30PM Friday so let us know if you have any questions or need any advice. Live chat is always the quickest way to get in touch.
No Quibble Returns:
Just a reminder that we have a very straightforward approach to customer returns....we don’t ever quibble! We just want to reassure you that if you place an order with us then you can have absolute peace of mind that you can return it, no quibbles,s, whatever the reason. Please just be aware that it may take a few extra days for us to process the return at this end.
We will continue to keep in touch and let you know what we are doing here at Kiravans and look forward to keeping in touch with you all.
Stay safe and please look after yourself and your loved ones.
On behalf of everyone in our team.