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CUSTOMER CARE

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©2016-2019 KILLA VILLA • 

All Rights Reserved

coronavirus information & faqs

CORONAVIRUS INFORMATION & FAQ’S

We are continuing to follow and monitor official guidance from the UK Government and Public Health England carefully. It is of vital importance for us to be in a position to ensure that any and all procedures are in place to support the health and wellbeing of our customers. 

In light of the current situation and the advice from the Government regarding social distancing and essential travel, we will be altering our shipping policy until further notice. Our items are sent using the following methods;

UK - Royal Mail First Class Signed 

Europe & Worldwide - Royal Mail Tracked & Signed 

Please note, due to previous issues with the local delivery agents we do not deliver to China. 

 

Until further notice we will only be shipping orders once per week. All orders placed before 10 P.M GMT on a Thursday evening will be shipped on Friday morning.  Any orders placed after this time will not be shipped until the following Friday. We hope that you will understand there may be a slight delay in shipping but we need to ensure the safety of our team and limit non essential contact where possible. This Applies to new orders and exchanges

FAQs:

Q: Can I catch Coronavirus from the mail? 

A: Public Health England has advised that there is no perceived increase in risk of contracting the new Coronavirus for handling post or freight from specified areas. From experience with other corona-viruses, we know these types of viruses don’t survive long on objects, such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water. 

Royal Mail tracked deliveries:

 

Q:  What if I don't want to accept an item at all for fear of contamination? 

A: The delivery officer will update the tracked delivery status to “Undelivered - No Answer” and leave a “Something For You” card so that the parcel can be collected at a later point. They will not treat the parcel as refused.  It will be held at your local delivery office (address on your card) – and if not collected after 18 days, then returned to sender.

 

Q: Will I be required to sign on the portable delivery device as usual? 

A: In the current situation, Royal Mail will not be asking any customer to handle PDAs.

 

Q: Will the delivery person still deliver to my neighbour?

A: Yes, they will. But again no signature will be required, but they will still be recording the delivery on the PDA and the name of the person accepting the item.

 

Q:  What will happen if I go to the Delivery Office to pick up an item?

A: The Delivery Office staff will be adopting the same temporary procedures i.e. not handing over the PDA for you to sign.  But still confirming the surname of the person collecting the item with their ID and adding in to the signature box.