The New Normal - How we're adapting to serve you better!

There's no getting away from the Worldwide changes that we are all going through. For many of us, our lives have changed in a way that we could have never imagined and we find ourselves carrying out everyday activities in a very different way.

One of those activities is shopping. After several months of non-essential shops being closed, here in the United Kingdom, they are beginning to reopen. But, a quick visit to the shops is no longer just that, it has become a tactical challenge to avoid the queues and remain safe. 

Since the initial lockdown, more and more shoppers, some for the first time, have been taking to online shopping with many continuing to do so. We are welcoming new customers along with our existing customers to our online store every day and have been busy making changes to improve the shopping experience that we are able to provide to all our valued customers.

Contacting Us

At the heart of these changes is communication. Whilst we aim to provide as much information as we can in our online store, there are inevitably times when our customers need to contact us, be it for a pre-sales inquiry or to check on an order.

We understand how important it is for all our customers to be able to contact us easily and to get a quick response from us. To facilitate this we have introduced a new chat service available directly from any page on our online store. At our end, this chat service is monitored on a mobile device which means we can respond to customer inquiries far quicker than any other method. What's more, this chat service is fully integrated with Facebook Messenger and Apple Chat on Apple devices so, if you use either of those methods to contact us, our response will be just as quick. Look for the chat icon in the bottom right of our online store pages to start chatting with us today.

In addition, if you would prefer to speak to us in person, we have made that easier too with the introduction of a mobile number. We've updated this number in our contact information but, if you'd like to make a note of it now, it's 07922 850 456.

Augmented Reality

Even though we have always listed the scale and length of all models in our online store, exciting new technology is now allowing us to take this to the next level. Introducing Augmented Reality, available on all new products being added to our online store.

If you're not familiar with Augmented Reality, it quite simply allows you to view the size of a product in your own environment using your mobile device (iPhone/iPad with IOS 12+, Android devices with ARCore 1.9+ support). Just click the link in the product specification and in an instant you will be able to compare the size of that model alongside familiar objects you have to hand and be able to see if it will fit in a gap on your shelf or display case etc. With Augmented Reality, you need never end up with a model that is bigger or smaller than you expected.

Product Ranges and Availability

Over the last few months, we have noticed a change in buying habits and as a small business, we are ideally placed to adapt quickly and effectively to these changes in order to give all our customers an improved experience when buying from us.

We are working hard to ensure that we have the fullest selection of models available from stock at all times by investing in extra stock of our best-selling products and new releases.

But, we're not just concentrating on our best-selling products. As always, we want to provide great value and choice for our customers which will see us over the coming months increase our ranges and stock of partwork models. And, we won't stop there but, more of that another day.

Delivery

We are pleased to say that despatching of all orders is now back to normal, that is all orders will be despatched at the latest by the next working day following the day of ordering.

Unfortunately, at times, there are still delays being experienced in transit but, these are becoming less and less.  We have reintroduced Express delivery and we encourage all our customers to opt for this when delivery is time-critical.

Returns

We appreciate that at times, even despite our product descriptions, photos and Augmented Reality that a product ordered may differ from expectations or, worse still, may arrive damaged or too late.

We want all our customers to buy from us safe in the knowledge that we have a 30-day no quibble returns policy and to aid our customers in making returns, we have introduced a dedicated Returns Center powered by AfterShip.

Our Returns Center makes returns a quick, easy and pain-free process. There's now no need to send us an email and provide an explanation of why you want to make a return. Simply pop along to our Returns Center, enter your order number and follow the instructions.  

 

As always, if you have any comments and/or suggestions, we'd love to hear them. Just pop them in the box below.

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