Coronavirus update & general information.

20/05/2020

We are currently experiencing huge demand for plain garments and there have been some delays with the delivery. Our warehouse staff are operating with a very limited team, whilst adhering to government guidelines. This limited team and the new measures that are in place means we are currently not able to offer a Next Day Delivery service.

DESPATCH TIMES FOR NEW ORDERS PLACED:

2-5 WORKING DAYS

PLEASE ALLOW APPROXIMATELY 1 WEEK TO RECEIVE DELIVERY

As soon as your order is out for delivery you will receive tracking from DPD in the usual way.

Sorry for any delays being experienced at present and many thanks for your understanding and patience at this time.

We understand that this is a very strange time for everyone in the world and whilst we want to continue to offer outstanding customer service to our customers we are all experiencing very difficult times. We are doing all we can to follow the Government advice, which advises online retail to stay open for the good of the economy, to protect jobs and to help people stay at home.

Having said that, our priority is as always the safety of our staff, our customers and the delivery drivers on the street.

We have made some important changes to improve the safety for our whole team and we are now able to accept online orders for plain garments. We will not be accepting any orders for customised clothing at this time as we feel we do not have the necessary facilities to keep the production team safe.

We have had to make some changes to our customer service team, who are now working from home. Also, we have had to amend the delivery options that we are able to offer, as we have had to increase safety measures in our warehouses.

Our number one priority at this time is the safety of our amazing team and customers so we hope you can bear with us if the service isn’t as you would usually expect.

Hopefully we can answer some of your important questions below:

Is your customer service team fully operational?

We are running a skeleton staff via email only so please bear with us if our response time is slower than usual.

Are your phone lines open?

Our phone lines are currently closed so please email all enquiries to: info@firelabel.co.uk

Will you be accepting orders for custom clothing?

At the present time for the safety of our production staff we will not be processing or shipping any orders for customised clothing. We will only be accepting online orders for plain garments.

What shipping options are available?

Due to the additional safety measures that have been put in place we will only be offering 2-5 days shipments at this current time. Please note we are experiencing delivery delays, as essential orders are taking priority, so please allow additional time for your order to be delivered.

How safe are your deliveries?

All deliveries will be made by DPD who have improved their contact free delivery process. You will not be asked to sign the handheld device and the DPD drivers will take a photo of the parcel at the point of delivery.

What about returns?

Our 14 day returns policy will be operating as usual. If you are unable to take your parcel to be returned due to restrictions please request a Returns Authorisation in the usual way via email within 14 days from delivery. We will honour the return and refund once you are able to send the items back to us.

Will I receive tracking details?

You will receive DPD tracking via email and text in the usual way.