Covid 19 Service Updates

This page will be used to keep our customers updated with changes to our services during the Covid 19 Coronavirus outbreak. We are taking every measure possible to remain operating and to dispatch orders for you in a safe environment for our staff.  If you are placing orders, please be sure to keep up to date on this page!

What we are asking of our customers

Our warehouse is always kept to hygienic standards (as normal!) however, with this virus outbreak, we are scaling up our hygiene practices and we want to ensure that our products get to you safely too. Please be sure that you are also cleaning your product upon arrival as a precaution for not spreading the virus further as they have been handled in transit. 

Courier Update Pages:

DPD Courier Services Bulletin Page 

Royal Mail Services Updates Page

ParcelForce Services Updates Page

UPS Services Update Page

YODEL Service Updates Page

LIVE UPDATES BOARD:

02/02/2021 SNOW UPDATE:

Heavy snow fall in some areas of the UK may cause dispatch and delivery delays, please consider this when purchasing. We will provide updates as and when we receive them.

15/01/2021 COURIER UPDATE:

Heavy snow causing some delays. DPD will be making deliveries over the weekend to help with order backlog. DPD will contact customers who are awaiting order directly with updates. YODEL have picked up yesterdays dispatch and are running as normal.

14/01/2021 SNOW UPDATE:
Due to weather conditions DPD and YODEL have been unable to pick up today's dispatch. This will mean that some deliveries will be delayed. We will continue to monitor the situation and provide any courier updates as and when we receive them.

DECEMBER 1ST 2020: COURIER DELAYS
Due to various circumstances (Christmas, UK Lockdown/Pandemic and Courier Demand Influx) we are experiencing an extreme high volume of communications at the moment! Please bear in mind it may take up to 2 working days to respond to your email enquiry.

• Dispatch 5:30pm Cut Off, Normal Services but prepare for potential delays during busy periods! ✓
• Next Day Delivery with DPD & Yodel Available BUT Prepare for Delays with ALL Couriers this is not guaranteed ✓
• Saturday Delivery Available BUT Prepare for Delays with ALL Couriers this is not guaranteed ✓
• AM Next Day Delivery is NOT AVAILABLE due to the couriers being under high demand X
• Items NOT Received will have to wait 7 working days AFTER the original ETA before we will either resend or refund due to ALL couriers having delays under difficult restrictions
• Phone Lines Are CLOSED due to team working remotely X
• LiveChat Online - Tickets responded to daily ✓
• Emails may take between 48-72 hours to respond to depending on enquiry due to a huge influx of communications X
• Plenty of Stock ✓

JULY 18TH 2020: EMAIL DELAYS

We are still experiencing an extreme high volume of incoming communications at the moment due to trades expecting to open again if they are not already open! Please bear in mind it may take up to 5 working days to respond to your email enquiry - our team are working very hard to get through our pending communications as quickly as possible!

JULY 10TH 2020: EMAIL DELAYS

We are experiencing an extreme high volume of communications at the moment due to trades expecting to open again very soon! Please bear in mind it may take up to 5 working days to respond to your email enquiry.

Dispatch 5:30pm Cut Off, Normal Services (but we are super busy, prepare for potential delays!) ✓

Next Day Delivery with DPD & Royal Mail Available BUT Prepare for Delays with ALL Couriers this is not guaranteed ✓

Saturday Delivery Available BUT Prepare for Delays with ALL Couriers this is not guaranteed ✓

AM Next Day Delivery Available BUT Prepare for Delays with ALL Couriers this is not guaranteed ✓

Phone Lines Are CLOSED (email communication only!) X

LiveChat Online ✓

Emails are backlogged by 5 working days and will be responded to ASAP X

Plenty of Stock ✓

JULY 2ND 2020: 1 DAY DELAY FOR SOME ORDERS SCHEDULED TO BE DISPATCHED ON JUNE 1ST

Over the weekend we have experienced an extremely high influx of orders due to low stock availability across the market, which under normal circumstances we have extensive operations to be able to handle unexpected order influxes and keep services as normal. However unfortunately due to social distancing requirements due to the ongoing global pandemic, yesterday our team tremendously struggled to be able to dispatch all of the orders received in a safe and socially distanced manner, therefore we are sorry to advise that some of our orders were unable to be dispatched yesterday during our final courier collection of the day. We are sorry for any inconvenience this may cause however we must ensure the safety of not only our staff fulfilling the orders but to our customers waiting to receive the orders as we must also conduct cleaning in-between packing orders for a safe order preparation environment. Please see our Returns and Refunds Policy page for specific T&Cs regarding this delay.

APRIL 20TH 2020 SERVICE UPDATE: DELAYS WITH COURIER

It is becoming apparent that all couriers across the UK are experiencing operational delays including a back log of orders. Due to this, we cannot guarantee orders be delivered on time on next day or Saturday services for which delivery will not be refundable as this is out of our control. Couriers such as DPD and UPS are delivering PPE to the NHS to aid them tackling the coronavirus and we support them for prioritising these orders over non-essential orders. Please be sure to order ahead of time as delays are foretasted to last for the remainder of lockdown whilst online orders are in extreme high demand. We apologize for any inconvenience this may cause and rest assured that our team are working hard to get orders out to you on time and as quickly as possible.

Dispatch 5:30pm Cut Off, Normal Services (but we are super busy, prepare for potential delays!) ✓

Next Day Delivery with DPD & Royal Mail Available BUT Prepare for Delays with ALL Couriers this is not guaranteed ✓

Saturday Delivery Available BUT Prepare for Delays with ALL Couriers this is not guaranteed ✓

AM Next Day Delivery Available BUT Prepare for Delays with ALL Couriers this is not guaranteed ✓

Phone Lines Are CLOSED (email communication only!) X

LiveChat Online ✓

Email Agents ✓

Plenty of Stock ✓

APRIL 1ST 2020 SERVICE UPDATE:  COURIER AMENDMENTS TO OPERATIONS

Due to COVID19, all couriers are taking precautions and making necessary amendments to their operations to safeguard not their delivery staff but also the recipients. Most couriers now (DPD, Royal Mail, ParcelForce and others) are not directly delivering parcels to a person and will instead knock on the door and leave parcels at the door step or in a safe place.

This is the couriers safeguarding decision for their staff to limit person-to-person contact given the vast amount of people couriers interact with on a daily basis. It is therefore of the responsibility of the recipient to ensure that they are home whilst awaiting a delivery: customers are notified the day of dispatch of their order via email with information on when to expect the parcel. We as a company do not accept liability for lost or stolen parcels as this needs to be taken up with the courier directly and if the latter, the authorities to report theft.

We as a company are doing all that we can to remain operational throughout COVID19 and we support our couriers on this safeguarding decision. Please ensure that if your are placing an order online that you are available at the shipping address all day.

MARCH 30TH 2020 SERVICE UPDATE:  

Services: Normal Services (but we are super busy!) ✓

Dispatch Cut-Off: 5:30pm ✓

Next Day Delivery with DPD & Royal Mail Available ✓

Saturday Delivery Available ✓

AM Next Day Delivery Available ✓

Phone Lines Are CLOSED TODAY X

LiveChat Online ✓

Email Agents ✓

Plenty of Stock ✓

MARCH 24TH 2020 SERVICE UPDATE:  

Services: Normal Services ✓

Dispatch Cut-Off: 5:30pm ✓

Next Day Delivery with DPD & Royal Mail Available ✓

Saturday Delivery Available ✓

AM Next Day Delivery Available ✓

Phone Lines Are Open ✓

LiveChat Online ✓

Email Agents ✓

Plenty of Stock ✓

A MESSAGE FROM OUR TEAM TO YOU AT HOME

Hey DC Member, 

 Thanks for visiting our website during this uncertain time due to the Covid-19 situation! As of the latest announcements from the UK Government, we would like to clarify our current trading position. Our number one priority is the wellbeing of our staff, and as such all ‘office’ staff at our HQ are now working remotely. 

 WE ARE DELIVERING AS NORMAL! As of March 24th, we have a skeleton staff in the warehouse made up of team members who are happy to be there and are of course conforming to all social distancing guidelines to fulfil your orders and keep you in stock of your delicious supplies. 

 This means that our phone lines may be closed at times, but live chat and email support will be open as normal – all customer service queries will be dealt with in the same fantastic manner you have come to expect. We wish everyone well during this time!

 Discount Cream Team