COVID-19 SHIPPING UPDATE
A little note, from Coven founder, Sian...
Hello to our Coven girls all over the world! I'm happy to report that it is business as usual from our end, (with of course some slight changes - working from home a fair bit, and lots of extra sanitising and precautions being taken). I'm very proud to report that our turnaround times are still super fast and we are still dispatching most orders within 1 business day. Unfortunately as we're all aware, we are in the midst of a global pandemic, due to COVID-19.
WHAT DOES THIS MEAN FOR MY INTERNATIONAL ORDER?
We are seeing unprecedented delays with shipping, as majority of international flights have been cancelled. What this means is that your orders have been dispatched, and are awaiting space on the next available flight (usually at Brisbane International airport). To give you an idea of delays, customers who placed an order with us in March, are only just seeing their orders depart Australia now. So the current delays are at least 4-8 weeks on top of normal delivery times.
WHAT ARE WE DOING TO COMBAT THIS PROBLEM?
From our end, we are doing all that we can to dispatch as quickly as possible - which means for us - packing orders 7 days a week, well into the night. We are also now offering DHL EXPRESS WORLDWIDE as an option at checkout, and because DHL have their own planes, your order won't be stuck at an airport awaiting international departure. We've done a couple of test runs, and our DHL packages are taking under a week to arrive in the US and 1-2 weeks for the rest of the world.
WHAT IF I'M HAVING TROUBLE TRACKING MY ORDER?
This is quite common at the moment. We are in constant contact with our Australia Post representative, and we've been informed that the volume of postage lately has surpassed any Christmas time records. So there's a huge volume to ship. This has also overwhelmed the online tracking system, so please don't be alarmed if one day you're able to track your order and the next day you're not able to. Nearly all of our customers are experiencing this at the moment due to the system being overloaded. We've found so far that the issue is always resolved in time.
WHAT DO WE ASK OF YOU?
We only ask for patience. As many of you know, we're a small, family run business, and we're doing everything possible on our end to get your orders to you ASAP. Unfortunately a global pandemic is completely out of our control, and since learning of the extensive delays, we've been coming at this from all angles to see what we can do to combat this problem. If your order was sent in March/April, we kindly request your patience and understanding. At the moment, we're receiving a huge volume of emails from international customers, enquiring about the status of their tracking. Please know that we have the same tracking link as you, so unfortunately we cannot offer any further insights, other than we're in a global pandemic and there are of course, major delays.
We'd like to thank those of you who have been patiently waiting for your orders to arrive, and have shown us kindness and understanding.
And for our Australian Coven girls:
We're of course seeing domestic shipping delays as well, so we recommend upgrading to express post if your order is urgent. We've noticed an improvement with Australia Post turnaround times lately, so express post is back to roughly 1-3 business days, and standard delivery can be anywhere from 1-2 weeks.
I'd like to thank all of you too, for your patience and kindness amidst these delays.
I hope you're all staying safe and well, and on behalf of the entire Coven team, we're sending lots of love from Australia, to all of the Coven Girls around the world...