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LATEST SHIPPING UPDATES RELATING TO COVID-18
Express Post service will continue to be our fastest postal delivery option for our customers – and we'll continue to prioritise these deliveries. They just may not be delivered next business day every time.
Effective 20 April 2020, Australia Post has temporarily suspending the Express Post guarantee of a refund and replacement envelope or satchel for articles that don’t meet the next business day delivery standard.
LOOKING OUT FOR OUR PEOPLE, AND YOU!
With COVID-19 having become a very unwelcome part of our lives recently, the Alf team wanted to take a moment to reassure you we are taking all the steps possible to keep both our team and our customers safe.
As following public health guidelines is a priority for us, we wanted to share what we have been doing within the four walls of our warehouse and office.
Jess and Leah who manage our customer service and dispatch work in a job share arrangement, so 90% of the time only one of them is dispatching your orders. In the case where there are two of them in the warehouse, two packing stations have been assembled so they are able to keep at a safe distance.
They are also heavily using hand sanitizer and antibacterial wipes to regularly clean all surfaces and computer equipment.
Our interactions with our posties are also kept at a safe distance, ensuring your parcels are collected from a stack at the front of the warehouse, which means the courier driver/postie doesn’t have to enter the main section of our warehouse.
OFFICES AND MEETINGS
Over in our offices the rest of the team have been able to operate from a distance in our separate offices and meetings are held either via video call or sitting in our expanded lounge space to ensure safe distance is kept.
Content creation has changed for us too, with the majority of videos only featuring one of our team members now. We have also been regularly sanitizing any shared equipment.
We know you all have enough to worry about at the moment, and getting to the post office is not top of mind. So, we have extended our exchanges and returns period to only having to notify us of a return/exchange within 14 days of your parcel being delivered – and you now have up to 30 days to get your return parcel back in the post to us. Communication is key here, we want to help, so just flick us an email at firstname.lastname@example.org and the gals will be able to assist with any issues you have getting your parcel back to us.
As always, we love hearing from you, so the team are available via email Monday to Friday, on our live web chat Monday to Friday 9-4pm or via DM on Instagram.
We will get through this together! The entire Alf team want to thank you so much for your support through this incredibly challenging time. Every one of your orders, comments on our socials, DMs and emails mean so much to us – and we are forever grateful.
Take care of yourself and your family,
Sophie and the Alf gals xo