Customer Care Corner: Fast Delivery is All Part of the Package!

Customer Care Corner: Fast Delivery is All Part of the Package!

by Lovehoney

on 17 Sep 2013

Customer Care explains delivery

Here at Lovehoney, we know that customer care is crucial, both for a business to flourish and for customers to return and repeat their shopping experience with us.

This not only means giving you the best online shopping experience, but also includes what happens after you make your order.

A large part of our job is ensuring your goods get to you as quickly and efficiently as possible. The anticipation of receiving our products means that it is even more essential that it gets to you on time.

It also goes without saying that we use a reliable delivery service to ensure your goodies reach you and only you… nobody wants to be that friendly with their neighbour or postman do they?!

So, to combat any worries and issues in the delivery department, we've outlined your delivery options to make sure that this obligatory part of your order process is as smooth as butter!

What are my delivery options?

There are now 3 easy and efficient options for delivery to our UK customers. We have ensured that all of your parcels are now shipped on a tracked service so that you can trace your parcel from when it leaves us in Bath, Somerset to the point where it arrives on your doorstep! This means no hanging around and camping by your letterbox in furious anticipation! Not that you would do that anyway…

The best thing about this new and improved delivery service is not only does a tracked order give you peace of mind and a quicker delivery time, but the option to do so is completely free!

Same Day DespatchAlso, with three different methods to choose from, you are able to decide which one is right for you if you have a special occasion that requires a speedier service.

Royal Mail Tracked 48 hour Service- a tracked delivery service that takes 2-3 working days to arrive. Free for all orders of up to £50.

Royal Mail Tracked 24 hour Service- a tracked delivery service that takes 1-2 working days, although we find 95% of orders on this service arrive next day. Free for order over £50, otherwise it costs £3.95.

Royal Mail Special Delivery - a guaranteed, next day service that will reach you by 1pm on the next working day. Price for this service costs £5.95, regardless of the price on the order.

So, as you can see, there is something to suit everyone in every circumstance and it means no worrying or waiting around ever again! Hoorah!

It is also worth noting that all orders must be placed by 5.30pm Mon- Fri and 12.30pm on Saturdays to qualify for same day despatch - which gives you much more shopping time than our competitors.

What happens if my parcel is delivered when I am not home?

We understand that this type of scenario can be extremely frustrating.. especially if the delivery has just been missed or you have to be somewhere at the drop of a hat. Luckily, if your parcel is being sent via the tracked 48/24 hour service, there is an option to input a designated ‘safe place’ onto your order!

When you go through the stages at checkout, a little box will appear asking you if there is anywhere you would like to leave your parcel, if you are absent at the time of delivery. We would not suggest open areas or bins for example (as who would want their goodies chucked out by the binmen.. catastrophic, no?) but a trusted neighbour/porch or any secure area would be ideal if an emergency (or nature) calls. Otherwise, as with Special Delivery parcels, your order will be taken to the local sorting office upon collection. Easy peasy!

What if my parcel gets lost?

As our upgraded deliveries are tracked, we would like to think this won’t happen. However, there is sometimes the very rare occasion when - sob - your parcel goes walkies. In 99.9% of cases where this does happen, the parcel is retrieved later on as a customer may have forgotten their safeplace or no calling card was left, letting you know where your parcel has been kept. However, if you find yourself in a parcel pickle, please Contact Us via phone, email or live chat so we can look into this with Royal Mail for you.

If you need any more information about our delivery services, please have a read of our Delievery Help Page which has all the Frequently Asked Questions, or get in touch.

Otherwise, just sit back, relax and wa… Oh. it’s there already! Enjoy!

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Written by Lovehoney. For collaborative posts between Lovehoney team members and guest authors
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Originally published on 17 Sep 2013. Updated on 5 Aug 2020