We wanted to provide our customers with detailed information regarding the shipping services we offer (provided by Royal Mail), our dispatch times and the what you might have to expect during Christmas/pandemics/lockdowns.
When you are checking out, you have a few options available to you:
- Flat Rate Shipping
- Royal Mail 1st/24
Flat Rate Shipping is our basic service and this is the equivalent to a 2nd class stamp or a Royal Mail Parcel 48 (dependant on size and weight of the parcel) . Royal Mail suggest that this will arrive in 2-3 days and their aim is for 3 days. This isn't a guaranteed service.
When you spend £40 or more, we offer free postage and we will use our flat rate shipping option for this. You will find an option to upgrade to the other services at a reduced rate that takes into account the free shipping offer.
Royal Mail 1st/24 is our quicker option and this is the equivalent to a 1st class stamp or a Royal Mail Parcel 24 (again dependant on size and weight of the parcel) . Royal Mail suggest that this will arrive the next day and their aim is for next day delivery days. This, as with the above service, isn't a guaranteed service.
With both of these service above, when an order reaches a certain size or weight, we will use the two parcel services, Royal Mail Parcel 48 and Royal Mail Parcel 24. These two methods offer a delivery confirmation service and when we have prepared your order, Royal Mail will include this delivery confirmation number in your order dispatch notification. It looks like a tracking number but it will not give you any information regarding the delivery until it has been delivered.
Tracked48 is for those who prefer the peace of mind of a tracked delivery. The tracking number will provide you will updates regarding the delivery from the point of pickup through to delivery. If you have provided a correct mobile phone number, then you should also receive notifications from Royal Mail regarding your delivery. This is another service provided by Royal Mail, which we do not have any control over. Royal Mail aim to delivery Tracked48 parcels in 48 hours.
Tracked24 is for those who prefer the peace of mind of a tracked delivery but also need a quicker option. The tracking number will provide you will updated regarding the delivery from the point of pickup through to delivery. If you have provided a correct mobile phone number, then you should also receive notifications from Royal Mail regarding your delivery. This is another service provided by Royal Mail, which we do not have any control over. Royal Mail aim to delivery Tracked24 parcels in 24 hours.
The two tracked services aren't guaranteed timed delivery services but we have been informed by Royal Mail that these are always processed before the regular non-tracked services.
Our standard policy on dispatch is as follows:
We aim to prepare, package and ship all orders the same day to ensure your order gets to you as quickly and safely as possible and we take great care to make this happen.
We dispatch orders everyday Monday to Friday and we try to have all the orders placed before 1pm sent out the same working day or at the latest, the next working day. The only exceptions that this may not happen is if there are some unforeseen circumstances beyond our control.
During Extreme Busy Times (Christmas/pandemics)
Having covered our postal services and dispatch times we need to try to put this into perspective.
Myself (Mat) and Monica worked all the way through the first UK lockdown, which started on the 23rd of March. We were in the studio preparing orders for 12-14 hours a day, for 7 days a week. The world of shopping online went completely bonkers and we had to adapt our business several times to ensure we could stay on top of our orders.
As hard as we were able to work and continue to dispatch orders quickly, the main problem we found was that Royal Mail were unable to handle the volume of post in the system. We were finding that parcels were being delayed by up to 2-3 weeks.
As we move into a 2nd lockdown, in what would normally be one of our busiest months of the year. We are starting to see those same cracks appearing with Royal Mail. We are receiving reports of parcel delays - the worst so far has been 16 days for a Royal Mail Parcel48.
We are working very, very hard again at the moment, juggling orders, answering enquiries, managing stock and still performing all our general admin duties that come with running a business. It is relentless and tiring but we will always give it our best.
We can only ask that if you have placed an order that you try to remain patient. We are a small business that is trusted by thousands of other small businesses and we would never allow for anyone to be out of pocket from their order with us. We will always endeavour to do our best to help.
Some Frequently Asked Questions
Q: I ordered from another company on the same day I placed an order with Frumble and the other deliver arrived but Frumble's hasn't?
We can't really compare with deliveries from other companies - if we all used the same service with Royal Mail and all the post was taken to the same sorting office then this might be applicable but each Royal Mail sorting office will be facing their own challenges at the moment, which can mean items are processed quicker or slow for different parts of the county.
Q: I ordered last night with a 24 hour service, why hasn't my order arrived today?
We aim to dispatch orders the same day or the next working day. If you order was placed after our post was collection was made then we would not have been able to dispatch. The '24 hour service' refers to the service by Royal Mail and isn't a guaranteed service.
Q: The tracking number is showing any information regarding my order?
Unless you have placed an order using the Tracked48 or Tracked24 service available at checkout then the tracking number on your delivery confirmation is only a delivery confirmation number issued by Royal Mail. This will only update once the delivery has been completed by Royal Mail.