An update on what Dotty Fish is doing during the COVID-19 pandemic
Hello again from the team at Dotty Fish, we hope you are all staying safe and staying home. We wanted to update you on what further measures we are taking during this time and reassure customers that are still open but reviewing the situation regularly.
Firstly, we have moved all our warehouse operations into our Managing Directors’ garage. This means Helen and her husband Fraser can stay home whilst keeping the business running. They are the only two people packing shoes which means that all our staff are still able to keep their jobs. It also means our lovely leather shoes are still able to be shipped out to keep your little one’s feet protected.
Handling and Delivery Times
We have had to extend our handling time to 4 days. This is to accommodate the reduction in staff working as well as new schedules put in place by our delivery partners who are working very hard to keep the country stocked during this pandemic. Please do bear with us during this period, we are all working to make sure we get your orders out as quickly as possible. We are also talking to our delivery partners to ensure collections are done in a safe manner following all the guidelines on social distancing.
If you are using our SPRING free delivery code and paying via Apple Pay please re-select free delivery after clicking the Apple Pay option. If you do not re-select free delivery, the postage will automatically be put back to standard delivery.
We have had to suspend deliveries to parts of the world as we have been notified by DHL that deliveries to these countries have been temporarily suspended: USA, Australia, New Zealand and South Africa as well as some other countries are affected. A full list can be found here. We have made changes to our website but for now we are unable to send orders out to these countries.
To keep delivery drivers safe please add a note in your order if there is a safe place they can leave your parcel in the event that it does not fit though the letterbox, although for most orders this is not a problem.
We appreciate your continued support. If you have any questions, please get in touch at firstname.lastname@example.org.
An Update on Delivery and Returns (19/03/2020)
We would like to assure our customers that we are working very closely with our delivery partners to ensure that deliveries are going out as normal. For now this is the case although some minor delays are likely in some areas, please do bear with us. If your delivery is due and it has not turned up please allow a little more time before contacting email@example.com. Our team are working extremely hard to answer your questions and track packages as quickly as possible.
If you are placing an order and are self isolating please could you put a note in your order at our checkout to let your delivery driver know. This way we keep all our team safe and healthy during this time.
With regards to returns we would like to reassure you that we will be extending our window for returns during this unprecedented time. We are not putting a specific time frame on this because the situation is evolving at such a rapid pace. We would like to reassure all our customers that all orders placed during this period will be eligible for a return within our usual guidelines.
As always we are working hard to provide the very best quality baby shoes for our customers and provide the best customer service. Our team are staying positive and working together as a team. If you don’t already follow us on social media then you can find us @dottyfish where we have daily updates and activities to keep little ones busy at home.
The Dotty Fish Team
A message from Dotty Fish (16/03/2020)
As a family run business, we are watching the extraordinary events unfold around the world with growing concern. For us as a business there is nothing more important than keeping our Dotty Fish Team safe which includes their family, friends and loved ones. To this end we have made the decision to send our staff home and we will be working remotely as far as possible.
As we are an online retailer, we can continue to run most of our business remotely, however, in the coming days this may well change as our delivery partners make changes to the way they work. Orders will still be going out as normal for now, if there are delays with this please bear with us. We will communicate any delays through your order confirmation emails as much as possible. We have suspended all next day and express delivery options for the time being and further information on expected delivery times can be found here.
Our website will be updated with any new information as and when it becomes available. If you have questions then the quickest way to get an answer is through firstname.lastname@example.org. Our team will be best placed to answer questions here.
The Dotty Fish Team