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Delivery FAQs

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 (+44) 01494 325970 between 10am-4pm Monday-Friday.


**COVID Special Notice**

All UK couriers - including the Royal Mail - have been reporting significant issues since the end of November 2020. Since the New Year this is predominantly down to the direct impact that COVID cases can have on specific post offices/sorting offices/delivery routes. As soon as a case is suspected then they will go into immediate shutdown and local deliveries are paused until it is safe to resume.

The two most common 'knock-on' issues we're seeing for our customers:

  1. Deliveries that should take a couple of days are taking up to a week and sometimes more (this can affect both our premium and our standard shipping options)
  2. The Royal Mail system is not updating their tracking - including failing to recognise that parcels have entered their system after we have handed them over to the sorting office

If you have been affected by either of these issues:

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 1 working day for Premium; within 3 working days for Standard). From that point on 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 - your order is on its way!

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. In several cases we've seen parcels arrive before the tracking number gets updated! This isn't 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 ((+44) 01494 325970 between 10am-4pm Monday-Friday) so if the above hasn't covered your issue then please do give us a ring.

Many thanks - Paul and Mary


Standard Delivery Questions:

How long will delivery take?

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:

  • Standard Tracked Shipping: 2-3 working days from dispatch
  • Premium Tracked Shipping: 1-2 working day from dispatch
  • Free Tracked Shipping (for orders over £50): 2-3 working days from dispatch

 

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.

I haven't received my shipping confirmation email?

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.

The Royal Mail tracking system says my parcel been delivered but I don't have it?

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:

  1. Check outside/round the side/in bins or other potential 'safeplaces' as your postal worker will always try to be helpful and make sure your parcel is left for you - from experience these aren't always the most obvious places!
  2. Ask your neighbours if it was left with them
  3. Talk to your postal worker the next day on their round (if possible) to ask them
  4. Phone your local Post Office and ask them to investigate: they should provide you with an 'Enquiry Reference number' - please save this!
  5. In +90% of cases steps 1-4 is sufficient to flush out the missing parcel. If this hasn't happened in 3 days after reported delivery then please call us on 01494 614514 or email us at help@analoguewonderland.co.uk and let us know - please provide your order number and the Enquiry Reference number that your local Post Office gave you so that we can easily escalate with Royal Mail Head Office. Please note that if we haven't followed steps 1-4 then they won't accept escalation and will recommend that's where we start

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 Royal Mail tracking system says my parcel is in a depot and it hasn't moved for several days? 

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.

Why have I been asked to pay customs charges (overseas customers only)?

If you have bought from us and you live overseas then you may be liable for some local import costs. This is true for all cross-border shipments, and not unique to Analogue Wonderland.

Since Brexit this is also true for EU customers, as the UK has now left the EU Single Market.

This means that you will be responsible for all local customs payments - including local sales tax, duties charges, and courier admin fees. These vary by country so please check with your local postal service or tax office for more information.

Depending on your country's laws you may be asked to pay these costs before you receive your parcel, at the point of receiving your parcel, or after receiving your parcel. Again - please check with your local offices for clarification.

Delivery from Analogue Wonderland