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Covid-19 Customer Notice - 20th July 2020

As a result of COVID-19, we are experiencing high demand for our products and are working hard to manage the health and well-being of our excellent team. We do hope you understand that order processing is taking a little longer than usual during this period of high demand. We are also experiencing higher volumes of calls and emails and are responding as quickly as we can.

We wish you all the best of health at this difficult time. Thank you for your patience whilst we pick, pack and post out your order.

Are you still accepting orders and dispatching products?
Yes! We are still processing orders and dispatching products. Our office staff are working around the clock to ensure your products get to you as usual and like everyone we are facing new challenges daily. Our priority is closely monitoring stock and logistics to ensure we can deliver your products. If we foresee any issues, we will let you know.

What is the best way to order?
As we are experiencing high call volumes the quickest way for you to place an order is through the Coffee Supplies Direct website.

When will my order be dispatched?
All our products have a dispatch window which we try to achieve on a daily basis but over the weekends we experience a high level of orders and due to social distancing measures we cannot have more staff in the warehouse so at times we have a slight backlog while these are cleared – especially as we dispatch 1,000’s of products every day.. so please bear with us…

Can I change or cancel my order?
To change or cancel your order please contact our customer care team either by email or phone. If you choose to contact us please be patient, we are experiencing extremely high volumes of calls at this time. Rest assured we will respond as quickly as we can.

I placed an order but the item is now out of stock on the website – do you have my product? We are closely managing our stock, if you have ordered we will have allocated a product for you and it will dispatch when it’s ready. If we have oversold a line our customer care team will get in touch with you.

Why haven’t you answered my emails/phone call?
Due to COVID-19 we have been inundated with orders and enquiries, and despite working around the clock we don’t have enough staff in the call centre to be able to provide the quick response we would like. We currently have to keep our staff spaced out for safety reasons so we are limited with how many staff we can have in the office. We would like to assure you that we will respond to your query as soon as we can, and we really appreciate your patience.

Can I still contact you?
Due to a backlog of emails, letters and social media queries we are operating a limited telephone service so if possible please try not to contact us by phone unless absolutely necessary. We will be answering emails so the best way to contact us is via our contact us form, or email. Please be sure to select the correct contact reason and our team will prioritise; accordingly, given the circumstances we will do our best to reply to you as soon as we can.

Click & Collect Service Update
Our store is providing a Click & Collect service with safe contactless collection outside the store. The measures we have in place are to protect both our colleagues and customers and we ask that all customers respect these safety measures when collecting orders from store.
Our store will have limited opening for CLICK & COLLECT from 10am-2pm Mon-Fri only,
Please note Collections must be pre-ordered and paid for online where possible - if your order is not ordered online it may be subject to delays and you may be asked to return later to collect it.

Once the collection has been confirmed - please call us when outside our premises on - 01204 697437 and a member of staff will then come outside with your order - we’re sorry for any inconvenience this may cause but we must comply with CV19 and social distancing guidelines.
Please do not come to the store unless you have received confirmation your order is ready for collection and you know your item is ready, Thank you for your patience and understanding during these difficult times

Please ensure all correspondence is via 'our contact' us page here as this is being monitored through our current home working practises