If you have questions or have had issues with your delivery please check the common questions-and-answers below.
If after checking through you still need help then please call us on 01494 614514 between 10am-4pm Monday-Friday.
If you have questions or have had issues with your delivery please check the common questions-and-answers below.
If after checking through you still need help then please call us on 01494 614514 between 10am-4pm Monday-Friday.
All UK couriers - including the Royal Mail - are reporting unprecedented volumes and issues with delivery this month. This is because of the rise in people sending Christmas presents in the mail, doing more of their Christmas shopping online, and also the direct impact that COVID cases can have on specific post offices/sorting offices/delivery routes.
The two most common issues we're seeing for our customers:
Firstly - please be reassured that if you got your dispatch confirmation email then we have physically handed your parcel over to Royal Mail. We are currently dispatching all orders within expected timelines (within 2 working days for Premium; within 5 working days for Standard). From that point we are dependent upon their services and deliveries. This also means that we can't cancel or change any orders after you've received that email - as it means your order is on its way!
If you have paid for the Premium shipping then your order has been prioritised and sent with the more expensive service - so it will arrive faster than if it had gone through via Standard.
Secondly - we have not seen any increase in the number of parcels that get lost. So while you can expect delays versus the normal service, it is highly likely that the parcel will arrive safely and in time for Christmas. In several cases we've seen parcels arrive before the tracking number gets updated! Not quite how the system is supposed to work of course, but at least the parcels are being prioritised.
Finally - the team are working flat out in the warehouse to pick, pack and dispatch your orders. We are a small team and - with the COVID regulations - cannot add more people into the mix to help with the work. This might mean that your emails are not answered as fast as we'd like. I can only apologise for this, and reassure you that we will read and answer all of them over time.
Royal Mail recommend that customers go through their customer service flow (phone number 03457 740740) if you want to chase the latest info on your parcel. Unfortunately we don't get any extra inside information on your order - if you've received your dispatch email from us then it's in the hands of Royal Mail.
The fastest way to reach us is via the phone (01494 614514 between 10am-4pm Monday-Friday) so if the above hasn't covered your issue then please do give me a ring.
Many thanks - Paul
NB: this information is for 'normal service'. We are not currently in normal service - as laid out above!
If you are in the UK then delivery time will depend on the shipping service you bought:
For International orders then delivery typically takes 1-2 weeks, depending on the specific country.
For all orders - UK and International - you will have a tracking number sent to you at dispatch to understand exactly where your parcel is and where it has been so far.
Dispatch typically takes 1-2 working days from the order being placed, with priority given to Premium Tracked orders. If you are still within this timeframe then please be patient :-) If you have an urgent need for the film - or you need to upgrade your order from Standard to Premium - then please give us a ring on 01494 614514 or email help@analoguewonderland.co.uk and we will be able to help.
If it has been longer and you still haven't received a dispatch email then check if you opted to receive SMS (text) updates instead.
If not - then please get in contact asap and we will work to resolve.
We're sorry for the inconvenience, this happens rarely but it is a pain! Firstly check that your address was correct on the order confirmation email. If so it might be a delivery issue.
Having discussed this at length with Royal Mail Head Office about this issue, their guidance is to follow these steps:
We will always work with you on locating your films and making sure that you don't miss out - if they don't turn up after all of the above we will fully refund/replace your order and take up the claim ourselves with the Royal Mail for recompense. You will not be left out of pocket for their mistakes.
As I say: very rare, but worth being clear just in case you are unfortunate!
The most common reason for this is an incomplete/unclear postal address. Your order gets held while the Royal Mail detective team work out the exact building and location where the parcel needs to be delivered. Unfortunately this cannot be accelerated - and you cannot pick up the parcel from the depot itself. Please be patient while they process the order and - if you have a customer account - let us know so that we can update your postal address in the system for future orders.
There are also rare cases when the tracking system has not scanned, or has scanned incorrectly. In this case your order should still be making its way to you: you can contact the Royal Mail via their Royal Mail complaints page or by calling them on 03457 740740 to understand exactly what's happened.