CURRENT UPDATES (2.12.22):
Mabel & Fox are not currently experiencing any significant delays in processing your orders.
However, due to strike action from our delivery partners and combined with an extremely busy period for retail, please do expect delays with the delivery of your parcel. We are doing everything we can to get your orders out to you as quickly as possible, but please bear in mind that delays caused by strike action are completely out of our control.
We have added a PRIORITY SHIPPING to our delivery options - this means it will be prioritised through our warehouse and then sent on the fastest postage options available to us. Our delivery partners are prioritising these parcels through their networks, but please bear in mind that they cannot guarantee next day services and that delivery times can still be delayed. However, they should still arrive faster than the standard delivery options.
PLEASE NOTE: Royal Mail and Parcelforce have more planned strike action over the next few weeks - this will create further delays. Currently, the strikes are planned for:
- Friday 9th December.
- Sunday 11th December.
- Wednesday 14th December.
Please be aware, you might get tracking information sent to you that does not show your parcel moving. This will be because it hasn't been collected from us yet or it is in a depot awaiting sorting. It will update once your parcel is moving again.
Please be patient during this time and if you need any further support or have concerns, contact firstname.lastname@example.org
WHO DO YOU SHIP WITH?
We use ROYAL MAIL, PARCELFORCE and EVRI.
Royal Mail deliver Monday-Saturday.
Parcelforce deliver Monday-Friday.
EVRI deliver 7 days a week (depending on location). We've recently brought on EVRI due to the strike action affecting Royal Mail and Parcelforce services.
HOW LONG WILL MY ORDER TAKE (please also check current updates)?
STANDARD DELIVERY - Currently standard orders are dispatched with 2-3 working days of placing your order. These orders go out on a standard delivery service with our delivery partners and this can take 3-5 working days.
EXPRESS SHIPPING (CURRENTLY UNAVAILABLE) – express orders are dispatched with 1 working day of placing your order. These orders are prioritised by our processing team and providing they are placed before 12pm go out on same day. These orders are sent using a 24 hour service. Express orders are normally sent out on the same day or next day if the order is placed after midday. However, this is not guaranteed and during our busiest times can take longer to be dispatched.
PRIORITY SHIPPING - These orders are prioritised in our warehouse and then sent on the fastest postage option available to us. Please bear in mind this is not a next day delivery service, but will be prioritised through the postal network and will arrive sooner than the standard shipping options. Select this option if your order is more urgent.
Please note: Our delivery partners offer services as a guide and not a guarantee, Mabel & Fox cannot be held responsible if we have dispatched within our time frames, but our delivery partners have not met the advised time frames.
Please keep in mind that our shipping timeframes are approximates. We cannot be held responsible for delays with our couriers - it is simply outside of our control. We rarely experience delays with our couriers, as we opt for a more premium service, but if you are experiencing difficulty then please contact: email@example.com
HOW MUCH DOES IT COST?
For smaller items our shipping cost is £3.75.
Our standard 48 hour delivery service is £4.95.
Our express service (24 hour and prioritised during processing) is £7.95.
Please note that our delivery partners, in some case, will charge surcharges to deliver to certain areas that they do not classify as mainland UK. For example: Highlands and Islands. This cost will be passed on to the customer to cover and your order will not be dispatched until the additional postage fees are covered.
CAN I TRACK MY ORDER?
Yes you can! Our delivery partners do this slightly differently, so please see the following for how to track your order:
Parcelforce – Once your order has been picked, packed and fulfilled you will receive a dispatch email from us. This will contain your tracking information and you can follow the delivery progress. On the day of the delivery, you should receive an email and text from Parcelforce giving you a time window and redelivery options should you not be available to accept your order.
Royal Mail - Once your order has been picked, packed and fulfilled you will receive a dispatch email from us. Royal Mail will email you with your tracking information and you can check your delivery status using the information they provide. Here you can chose from various options to ensure you receive your order safely.
EVRI - Once your order has been picked and packed, it'll be collected from us in the evening. You will receive tracking information, but it may take 24-48hours to update. You can track the status of your parcel using the tracking information provided.
Please note: due to the volume of orders leaving our warehouse every day, we are unable to individually track every order. Please contact us on firstname.lastname@example.org for further support.
WHAT ABOUT PRE-ORDERS?
When a pre-ordered product is listed on our website it will clearly be marked as ‘pre-order’ and will have an estimated time frame for when we expect stock to come in.
Please note that we will always attempt to keep ETAs as accurate as possible, but ultimately it is an estimated time of arrival for the stock and not a guarantee that it will be in by then.
WHAT ABOUT MADE TO ORDER / FURNITURE ORDERS?
Please note we have a separate delivery timeframe for all MADE TO ORDER / FURNITURE items. These are estimated timeframes - we are not in control of these dispatch timeframes as they are dispatched from 3rd parties. Please ensure you are comfortable with these timeframes before placing your order as they can be subject to delays.
WHY DO YOU CHARGE FOR SHIPPING?
We aim to be as transparent as possible with our shipping rates, so if you're wondering why our shipping charges are what they are, hopefully the following will explain.
Due to the size of our changing mats our courier choices are limited, which does mean unfortunately they are more expensive to send than you may think. We cannot be as competitive with our postage charges as the big retail giants - they receive preferential shipping rates with couriers due to the high volumes they send.
We currently pay our couriers on average £5.70 to send our wedge changing mats / standard baby changing mats, our cost of packaging & warehouse staff / customer service team charges are on top of this. Our postage fee of £4.95 goes towards the overall cost but does not cover this entirely.
WHAT ELSE DO I NEED TO KNOW?
Here at Mabel & Fox we are trying to our bit for the environment. So your order may arrive in recycled boxes from our own suppliers/deliveries. Please let us know if you would prefer a plain, unbranded box. We also use paper/card envelopes, recycled packing void and a recycled bubble wrap alternative. We encourage all of our customers to reuse these items too, or if this is not possible to recycle them.
We require a mobile phone number to be entered during checkout, this is for the purpose of enabling our delivery partners to notify you of when you can expect your order to be delivered.
Please be aware: We are unable to redirect orders once items have been dispatched. It is the customer’s responsibility to ensure the delivery address it correct before making payment. Mabel and Fox cannot take responsibility for a parcel going missing or being returned to sender (our warehouse) due to incorrect details being entered during check out.
Please be aware that delivery times do not factor in any possible delays caused by payment authorisation or pending payments.
You will be sent your tracking information once your order has been dispatched. Please note that it can sometimes take until the next day before tracking is shown, so don’t be alarmed if there is nothing to see at this early stage.
It is the customers responsibility to use this to track the progress of their parcel and make themselves available at the time of delivery. If a delivery is unsuccessful, then there are delivery options available on the tracking link provided by our delivery partner.
In the circumstance that a delivery is unsuccessful and returned to the depot, it is the customers’ obligation to collect the order before it is returned to the sender. Our couriers will inform you of your next steps and there will be more delivery options available on the tracking link provided to you by our delivery partner. Please note: the cost of re-shipping an order is the responsibility of the customer. At this stage you have the option to cancel your order too., but any refund will be for the products only and not the cost of shipping.