CORONAVIRUS CUSTOMER INFORMATION
We get a high number of customer enquires daily and we try our best to answer each one within 24 hours. Here is some information that you might find helpful before contacting us.
CUSTOMER SERVICE RESPONSE HOURS
Please note the customer service mailbox is operational Monday-Thursday 08.30-17.00 and Friday 08.30-13.30pm. The inbox is not monitored over the weekend. Any enquiries received outside these hours will be responded to during operational working hours. Please allow us at least 2 days to get back to you. We will try our best to get back within 24 hours however we are working with a limited team.
Due to unprecedented demand and our extremely busy service provider you should be prepared to expect a delay of up to 5-7 working days on the normal delivery time scales. Rest assured Denman have fulfilled all orders received.
- For UK customers please wait a minimum 7 working days prior to contacting us regarding a delivery.
UK customers only – you can also track your parcel via the tracking number received at point of purchase at https://www.royalmail.com/business/track-your-item#/ - this is the most accurate indication of where you parcel is located. Please also see Royal Mail Service update at the attached link https://personal.help.royalmail.com/app/answers/detail/a_id/12556/~/service-update
- For Rest of World customers please wait a minimum of 30 days before contacting us regarding a delivery.
ORDER CANCELLATIONS AND AMENDMENTS
Unfortunately, once an order has been confirmed and an order number issued, we cannot make any amendments to the address for security purposes or stop the despatch and delivery. If you wish to proceed with a cancellation, please see the refund procedure on our website for more detailed information.
If you have received your order and wish to return it under the refund policy please contact firstname.lastname@example.org and await a reply with further instructions. Please include as much detail as possible in your email.
QUESTION OR ENQUIRY ABOUT AN ITEM ONCE RECEIVED
Please ensure to include as much information in your email along with your order number and any photos of any problems to enable a speedy resolution. See below for full list required. Please be rest assured that our team are working hard to get back to you quickly and efficiently.
- Customer Name
- Customer Postcode/ Zip code and Country
- Order Number
- Product Code – (this will be on the back of the box above the barcode)
- Where the product was purchased
- Photos of the product (if faulty)
- The issue you are enquiring about
Please note, if you do not supply all this information you will experience a delayed response from our customer service team.
NEW ACCOUNTS/DISTRIBUTION ENQUIRY
Our customer service department are currently focusing on existing order enquiries. You may experience a delay in someone providing further instruction.
Please note Hero Shield colours may vary. Hero Shields will now be available to purchase at www.denpro.co.uk
The Denman Team