Please bear with us! We apologise unreservedly! Yes, we value your custom! We have been overwhelmed with the number of online orders we have received during the COVID crisis. We are working as hard as possible to catch up the order backlog but it is taking time due to reduced staff levels. We apologise profusely for the delay! Your parcel WILL be with you soon. If your order has been shipped via Hermes, kindly keep trying to check your tracking log over the course of the coming days and you will be able to see when your order has been picked up by the Hermes courier and the progress it is making. Your shipping tracking number can be found in your shipping confirmation email, once you have been sent one.
PLEASE NOTE: The 2-3 day Hermes Tracked Shipping advertised on some product pages has been severely tested and pushed out... as in the experience of some of our customers! This is due to delays in us preparing orders due to understaffing and/or Hermes experiencing severe delays themselves in SOME cases. Please bear with us and we will get your order to you.
****We are unable to answer most emails at the moment, so please only email if you have a critical problem. Otherwise, please wait patiently while we divert all available staff to order processing and shipping. Emails are taking a good 2-4 days to respond to. Don't worry we always read and reply, at the moment, it's taking much longer than normal!***
Some of you have been waiting many days for your order, please hang in there! We are prioritising the oldest orders first. At our current work rate we should be caught up and back to our normal shipping schedule by end of next week.
Regarding the Hermes shipping charge: We still have to pay Hermes to courier to you! The 2-5 day service is the only service we offer and refers to the expediency of the shipping once Hermes have the item in their possession. We cannot refund any shipping fees EXCEPT where the NEXT DAY delivery option has been paid for and you have waited more that 2 days. This option is only available on very few product items.
Please note we are not answering our phone line yet as all our staff are diverted to order processing and shipping.
Thank you for shopping with BARE FACE!
We thank you in advance for your patience and understanding!!