** UPDATE – 27.04.2020 **
During this unusual time, we are extremely grateful for every order placed. As you will appreciate these are difficult and trying times for all, therefore we want to be completely transparent with you.
Deliveries are taking longer, both within the UK and worldwide. The safety of our staff is paramount and processing orders is also taking slightly longer than usual. Courier companies also face the same issue and are running on average 2-3 days behind. Please allow 5-7 working days for your parcel to arrive (although most will arrive a lot quicker.)
We are processing returns in adherence to government safety policies and therefore our return process is taking slightly longer. Please allow up to 21 days for your refund to be processed.
We are trying to keep up with your questions and queries but regrettably at this time and there may also be a delay in replying to your email, we are not ignoring you, we just need to ask for your patience and understanding at this difficult time. Please note that we are unable to take phone calls at the moment, if you need to get in touch please email firstname.lastname@example.org and we will respond as soon as possible.
**UPDATE – 17.04.2020**
We are processing your orders as normal, but there are delays within the postal services across the globe. Therefore, please allow an extra few days for delivery whilst couriers endeavour to get your parcel to you safely.
The postal delays are also causing delays for our free returns service reaching us. This coupled with us taking extra safety measures we have put in place when processing your returns, means you will be refunded within 10 working days of your return reaching us. Please accept our apologies for any delays.
We would like to say a massive thank you again for everyone that has been shopping with us during this difficult time and also thank you for your continued patience and understanding.
**UPDATE – 01.04.2020**
As with any ever evolving situation we are facing regular changes and we just wanted to keep you in the loop…
Our website is still open and operating. We are working in accordance to government guidelines, where minimal staffing and all safe practices are being met ensuring the safety and well-being of our team.
We have noticed that delivery times are understandably taking ever so slightly longer than usual for Royal Mail and Parcel Force, we ask for your patience and understanding if parcels do take an extra day or two to arrive.
You will receive a tracking email once your order has been sent, from here you can manage your parcels delivery. Any issues, please do email us at email@example.com
We have extended our returns period for now. All stores returns will still be accepted once the stores re-open. Please hold onto your goods until that time. Online returns will be accepted until the lockdown period has ended. Please do not leave your house just to send a return back to us.
We thank you for your continued support during these uncertain times.
On behalf of everyone at Ann’s Cottage, I want to thank you for your understanding and patience as we manage this unprecedented time in our communities. Today (22nd March 2020) I have made a hard, but what I feel to be the right decision to close all of our Ann’s Cottage stores. It is early days for us all, but I want to let you know that we are fully committed to supporting our teams as we all navigate through this difficult time.
There is nothing more important to me than family. Together we have spent the last 40 years taking great pride in creating a beach lifestyle business that supports our customers make the most of the time they spend together with family and friends.
As the business has grown and evolved, so has the family. We have an incredible, dedicated team at Ann’s Cottage, and I want to take this opportunity to thank them all from the bottom of my heart for all their hard work. Each of you has your own family to care for, and this is a responsibility that I take personally.
Our online store will remain open. You can continue to support us by shopping at annscottage.com. We have our own warehouse here in Cornwall and we are following recommended health and safety guidelines to ensure a safe working environment. We are dispatching parcels daily and currently have no delivery issues within the UK.
We will also continue to interact with our Ann’s Cottage community through social media @annscottagesurf, whether you need a glimpse of Cornwall to get you through these difficult times, someone to chat surf with or just want to say Hi. We are here for you.
Let’s continue to hold each other in our hearts, and to make personal decisions that are mindful of each other’s well-being. Please stay safe and take great care of yourselves and your loved ones. We are all in this together, and we will all get through this together. We hope to see you all when this is all over.
Sty safe and act with kindness.
Managing Director and Owner of Ann’s Cottage