Covid-19 Impact on Services

We wanted to let you know about some disruption that we currently have to our Alice Caroline services.  Firstly, these are very difficult times for everyone across the world and we hope that you are managing to stay safe and well.  Our thoughts are with you all.  Thank you for your understanding in these strange and difficult times.  Please find below all you need to know about our current service provision.
 
Orders
You can still shop on our website as normal. As far as we can predict at the moment, all fabric and accessory orders and all subscriptions will be shipping fine, with a delay in dispatch. 
 
Combining orders
We cannot currently combine orders, so please ensure you have everything you need in your basket before you check out.
 
Samples
Unfortunately, due to restrictions on staffing and higher than usual order levels, we cannot currently offer samples of fabrics.
 
Delivery, Dispatch and Tracking
Our current dispatch time estimate is displayed at the top of the shopping basket page. Dispatch is taking a lot longer than normal due to the unprecedented situation we are all facing, which has reduced the levels of staffing we can safely put in place.  The current dispatch time estimate is shown at the top of the Checkout page.
 
Delivery is also taking a lot longer than normal.

We use Royal Mail (and their overseas partners) for the majority of our shipments. Royal Mail’s UK first class service is currently operating normally, with some delays.

(UK only) Next Day Delivery is currently unavailable; we apologise for any inconvenience this may cause.
(Overseas only) Please check your local postage carrier’s website about any possible disruption to local postage deliveries.
Tracked postage services: Due to exceptionally high order levels we cannot always contact you to advise you of your tracking number. If you need to know your parcel’s tracking number, please reply to your order dispatch confirmation to request it. Please bear with us if it takes a few days to respond to your request.  Additionally, Royal Mail are not updating their website with tracked service information to the same degree as normal, so using your tracking number might not be as informative as we would like. We regret that this falls below the service we would like to offer but it is beyond our control.
 
Returns and Refunds
Due to delays in postage services around the world, some orders are taking a lot longer than usual to arrive. If your order has not arrived in 3 weeks (UK) or 6 weeks (non-UK) after the date of dispatch, please contact us for a refund or re-send. 
 
Phoning us
We are not able to answer the phone at this time due to reduced on-site staffing. Please email orders@alicecaroline.co.uk instead, or if this is not an option for you please leave a voicemail message on 01386 725 000 which we will respond to as soon as we can.
 
Emailing us
We are replying to emails sent to orders@alicecaroline.co.uk within an extended timeframe of three business days (Monday to Friday).
We have to prioritise emails about orders or urgent problems first, so any non-urgent enquiries may take longer.
 
Instagram and Facebook
Please don’t contact us about orders on our social media accounts as we may miss these.  Instead, please email orders@alicecaroline.co.uk
 
Our staff
We take the wellbeing of our colleagues very seriously and are operating in line with guidance from Public Health England about hand hygiene and social distancing. 
We are continuously monitoring and acting in accordance with the UK Government’s advice, including working from home where possible.  For those of our team that are coming into the office, we have put very strict measures in place so that they, and everyone else, is protected.
 
We really value your business and love being able to supply you with gorgeous fabrics, and therefore really appreciate your understanding regarding longer wait times.  
 

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