Hey everyone,
I've seen a few posts below about us recently regarding sale orders and a few returns from America. I wrote a reply but wasn't sure if everyone would see them, so I'm posting my response here below because I think it might be helpful - I hope this helps clear things up!
We just sent an email out about this - but TLDR is our Birthday sale sold a *lot* more than we expected (this keeps happening but our expectations keep getting smashed each year). Essentially when we have a big backlog from a sale, there's a balancing act between answering the inbox and getting sales out as fast as possible.
Today 3 of us smashed through a lot of the inbox, but there's still a few hundred emails in there - I'm going to be working basically through the night to try empty this by tomorrow morning - so if you've emailed us and haven't heard back yet, I should reply to you soon 😄
Re-American orders, one of our couriers has had an issue and has been sending back a small proportion of our orders. We're replacing them with some new guys, but they only come into effect on Monday, so if you email about a missing package we will absolutely replace it and send it out with the new courier on Monday to make sure it gets to you safe. This kind of happened at the worst possible time with the birthday sale, which is why our inbox is so busy right now and it's taking awhile to get back to you all!
Very sorry for any frustration and not getting back to emails within 24 hours as we usually do, trust me, I've been working quite a few nights to try get on top of things and most of you are really polite, which we really appreciate!
Best,
Joey
Marketing Manager