Coronavirus Status Update - last updated September 14th

Impact on stock levels

Understandably, we are seeing an increased number of customers looking for nutrition products, we are doing our utmost to keep a continuous flow of stock coming in from our suppliers.

We are currently out of stock of the following products; however, we have more on the way.

General update

As of today’s date, we have had no cases of Coronavirus amongst our team, and have had many preventative measures in place for the last number of weeks.  We have wall mounted hand sanitisers located all around the building, which the staff are encouraged to use throughout the day.  A number of our team are now working from home, in line with Government advice and we have turned off our ‘collection’ facility and stopped all external visitors to our offices. Provision has been made for all staff, still based in the office, to carry out their role a safe distance from each other. All staff are being encouraged to keep taking their supplements to ensure their immune systems are as robust as possible.

Impact on Customer Services

We are currently operating with a skeleton staff, so as a result of this our telephone lines are now closed daily from 12.30 to 1.30pm to allow our team to take a lunch break and lines will close for the day at 4.30pm to allow staff to catch up with essential administrative tasks.  There may be occasions where we have to close telephone lines at other times of the day; however, we will give as much notice as possible should we need to do this.  Please be aware that orders can be placed online 24 hours a day at www.lilyandloaf.com.  We do recommend that if possible, customers use the site to place orders anyway to avoid queues on the order lines.

Impact on deliveries

Our warehouse staff are working tirelessly round the clock to get orders out on time. Currently, our couriers continue to collect each day; however, the increased number of people ordering means there may be delays in some customers receiving their orders. If your order is urgent, please ensure you select ‘Priority Service’ to get your order despatched same day.

One change to deliveries is that DPD will no longer ask customers to sign their handheld units and instead the driver will sign on your behalf. They will record your name and a 'Delivered on Authority' message in the signature section of the unit.  With this new process, you will still get your full track and trace functionality, giving you complete visibility of all your parcels.  This now forms their proof of delivery process for all deliveries until further notice.

With regard to postal deliveries, Royal Mail have recently made some temporary changes to their services, including restrictions on Saturday deliveries. As a result, many deliveries are taking longer than usual. We ask for your patience during this time and to allow an additional two working days to receive your order before raising a query.

Thank you for your understanding during this difficult time.

Wish you all good health,

Lily & Loaf