Hello,
We're very sorry to hear that you were not satisfied with the service provided. Your order was made on Wednesday, July 17. We despatched the next day on Thursday, July 18. Royal Mail then attempted delivery on July 20th and failed to deliver; the reason cited in the tracking we sent was 'Unable to Attempt Delivery'. Royal Mail then reattempted on Monday, July 22, which also failed, and the reason given was 'Unable to Attempt Delivery'. On Tuesday, July 23rd, they were successful, and the order was delivered. The fact that Royal Mail was unsuccessful in the first 2 attempts was unfortunate, and we apologise for that, but I must emphasise that we dispatched your order 1 day after completion (the fastest we can possibly despatch), and we state on our delivery terms that it can take up to 5 working days in times of extreme traffic in our warehouse, although in this case that window was not required. Despite Royal Mail's several failed attempts to deliver, your order was still delivered in just 4 working days after the order was made.
The reason we have to charge £3.75 + 75p delivery on all orders under £30 is because this charge covers the cost of delivery, and without it, we'd lose money on an order. The carriage fee is only to cover the costs, and we make no extra money on it. After several reviews, we believe it is in line with the average UK e-commerce site. We understand there are a few companies with their own fleet of couriers like Amazon who give free shipping options, but those are subsidised by monthly subscriptions like Prime and do not rely on third-party couriers and postal services. I'm afraid, as a small business, we cannot currently operate our own fleet of couriers and must cover the small cost of postage for orders under £30.
We are always transparent with our costs and operations, so please send us an email if you would like anymore information, or for me to re-send the Royal Mail tracking history.
We hope that this does not deter you from ordering again in the future and if the order is time sensitive, then please send us an email sales@birchalltea.com when you make the order, so we can do all we can to deliver the order in the smallest window possible.
Many thanks,
