We’re living in a strange, uncertain time – much stranger than any of us could have ever imagined.
Our loyal customer community is the most important thing about our brand, so we wanted to let you know we’re doing everything we can, to make sure you feel reassured that we’re taking lots of extra precautions to make sure everyone is as safe as possible.
We want to keep bringing you lots of fabulous new things, so we’re working really hard to keep things running as smoothly as possible here at HQ. At the same time, we’re following all government guidelines to keep our teams and manufacturing partners safe in the workplace; we’re all taking lots of extra steps to make sure everyone feels supported.
We’ve outlined some of the specific extra precautions we’ve put in place below, so you can get all the info you need. We’ll continue to monitor the situation as it develops, and will update our approach based on any new advice given by the government, as well as the World Health Organisation (WHO).
In the meantime, we’ll be here to answer any questions you might have. Let’s all continue to look out for each other during this time.
Suzanne and Team LHG 💜
What extra precautions are being taken when packing my order?
Warehouse teams are taking lots of extra steps to ensure they are handling your items as hygienically as possible, including the use of hand sanitisers and protective gear. We’re also making sure our warehouses are thoroughly cleaned every day.
What extra precautions are being taken for deliveries?
Our delivery partners have taken on extra measures that meet advice given by government and health authorities, such as use of gloves, sanitisers and other hygiene precautions. This means your new items will get to you as safely as possible.
Why is my order taking so long to be delivered?
Sometimes you’re having to wait a little longer than you would like to get your items; and we’re really sorry that in some cases, you’re having to wait so long. Obviously we really wish this wasn’t the case! Unfortunately, this is happening because of all the delays in deliveries all around the world at the moment due to COVID-19. That means that many of our fabrics, trims, zippers etc. are taking much longer to get to our manufacturing partners than they normally would, and that in turn means we can’t get on with making your products as quickly as usual.
Because of the government's social distancing laws, we are also required to limit the number of team members that can be working in our warehouse at any given time, so that in turn affects the number of orders they are able to process in a day.
There are also currently worldwide shipping delays due to the effects of COVID-19, so we aim to pack and ship your order as quickly as possible, there still may be delays out of our control once your order leaves our warehouse and goes into the postal system.
International orders may be subject to limited airline capacity and local government restrictions at destinations which means your parcel may take longer to arrive, and may be redirected via another route if the postal service sees fit. Always check what custom charges may be applicable in your country.
We’re all working super-hard to minimise delays as much as possible, and we’re all still as dedicated as ever to getting your items out to you as soon as we can. Hopefully things will go back to normal really soon – and in the meantime, we thank you for being patient, and continuing to support our brand!
How will shipping delays affect product returns?
In light of worldwide shipping delays, we have temporarily updated our returns policy to allow for 30 day returns. We understand this is a challenging situation for everyone and want to make things work for you as painlessly as possible, so please do get in touch if you are concerned about the 30 day return timeline. We are happy to review each return on a case by case basis and find the best outcome for everyone.
Email our friendly support team firstname.lastname@example.org if you have any questions about your return!
What extra precautions are being taken for returned items?
Once returns get back to us, our teams are following WHO and local authority guidelines on hygienically handling returns, such as using hand sanitisers and protective gloves.