Are we still open and sewing? Update w/c 1.6.20

Following the latest lockdown guidance from the Government we are operating a reduced service.  We are trying  to support our clients as much as we possibly can. We do understand this time is particularly difficult for those undergoing chemo treatment.  Members of staff are working from home where possible and sewing is being done.  Your order will take longer to process.

Here are some answers to questions you may have.

i) Are you still open and making hats?

YES, we are. However your order will take a little longer to process – 7 days + postage.

ii) I need some advice, how can I contact you?

Emails will continue to be answered remotely and a prompt response should be received. If you call, you can leave a message on our answerphone – these will be checked periodically, however for now the best way to contact us quickly is via email – nicky@suburbanturban.com 

iii) Will my order be delayed?

Royal Mail will clearly be impacted with reduced numbers of staff available.  We will post out first class where we can to try and reduce further delay to your order. 

iv) Is there any benefit in having my order tracked and signed for?

Right now it is easier for us to dispatch using normal post, as we are unable to do our usual post office processing for signed for items. If you select this service we WILL HAVE to send via regular mail.  We ask for your understanding at this time.

v) Returns and refunds at this time

We understand that going to the post office isn’t a top priority right now for a receipt of postage, because it is unsafe.  Please email us with your refund request but then hold onto it until it is safe to return it.  Keep the item clean and in its original packaging. We will understand the delay and extend our refund terms, once we can all get out and about again.

We wish all our clients a safe and infection free next few weeks and we will try to support you in whatever way we can.

Our very best wishes
Nicky and the sewing team

@suburbanturban.com