Although we are putting all our energies into packing parcels at the moment, I thought I would spend a few minutes to give you a little update on the progress of our sale, and address some of the issues that keep cropping up.
So far we've packed over a month's worth of orders in 2 weeks, so we're getting through them! However, the bulk of those orders were received on the 6th and 7th November. This means we are slightly behind our estimated despatch rate at the moment. We are aware that originally we didn't state a delivery time - we were not expecting to be as overwhelmed as we have been. The subsequent estimate was simply that - an estimate, and we would like to thank everyone for being so patient with us. Most of the orders placed on 6th have now gone out, just one or two outstanding.
Each order is picked and checked before it is processed and any refunds are worked out - this can be quite time-consuming itself. We had one order today that took 2 hours simply to pick. We are working in a space half the size we're used to, but we have extra help every day.
I generally go through emails in the evening - if you have emailed and not had a reply, please re-send it - we've had over 5000 emails since the fire and it's possible I've missed some! We try and answer the phone as often as we can, but we are working in a different room and it's not always possible.
Order statuses are also updated in the evenings, and refunds given then too. So we would like to thank everyone again for their patience, we are working hard and hope to get on top of things very soon.