Holiday Office Hours
The end of the year is always a busy time for any online retail business ... particularly a small company like ours. We do however like to take a moment to pause and reflect on the year that was and send a note of gratitude to you, our customers, for your continued support.
We love chatting with you on the phone or by email, answering your questions, helping with your orders and hearing your stories. We acknowledge that sometimes problems occur, deliveries can get lost or delayed (particularly recently with the Royal Mail strikes!) or products might not turn out quite the way you had hoped. We always endeavour to respond to these situations as quickly and with as much kindness, understanding and fairness as possible, and we so appreciate your understanding and patience in return.
The Grounded Wellness team will be taking a well-deserved extended break over the Christmas and New Year period. We are encouraging our team to step away from screens and the non-stop demands and notifications of daily life and spend time outside in nature, enjoying nourishing food, family time and good company, to recharge and recover after a busy year and to re-energise and replenish for the year ahead. We hope you understand the importance of this and we wish the same for you over this holiday period.
As such, our usual operations will look a little different. Please read below for details.
Grounded Wellness Holiday Office Hours
The Grounded Wellness office will be closed from 4.00pm on Wednesday December 21st and will re-open at 10.00am on Wednesday January 4th, 2023.
During this time, our phone won't be answered but we will occasionally be monitoring our email inbox. The best way to contact us please is by sending us an email to firstname.lastname@example.org. We ask for your patience as it may take 48 - 72 business hours (not including bank holidays or weekends) for us to respond, but please be assured that we will!
Many frequently asked questions can be answered quickly by consulting our website, so we encourage you to take a look there before emailing us for a speedier resolution to your enquiry. Some frequently asked questions are below.
How Can I Find Out When My Parcel Will Arrive?
You will receive a dispatch notification email as soon as the parcel is dispatched from us and handed over to Royal Mail. Please make sure you check your junk/spam folder for this notification, as some email providers mark such automated emails as spam.
The dispatch notification email will include a tracking number. All our deliveries are sent via Royal Mail. To track your delivery, simply enter your tracking number into the Royal Mail Online Tracking Service here for the latest update on your delivery.
If you are unable to find your dispatch notification email, you can also log into our website using the email address with which you placed your order. Details of the status of your order and the tracking number, if the parcel has already been dispatched, will be available in your account under the 'Orders' section. If this is your first time logging into our website you will need to set a password. If you need to reset a password, please check your junk/spam folder for the reset password email confirmation.
Can I Still Place An Order Over the Christmas & New Year Period?
Our website is never on holiday so you can continue to place orders online throughout our office closure period. We operate a reduced dispatch service during the Christmas and New Year period and we only offer Standard Shipping which is charged at a flat rate of £5 (free when you spend £100 or over).
How Can I Return a Product?
All details about our return policy can be found here. Please read this before requesting to return your product. You will need authorisation and an RMA number to be issued before returning a product to us. We will provide this to you via email and will respond to your return enquiry as soon as we can.
I Have an Enquiry About a Product
We try to ensure that our website includes as much information as possible about each of the products we sell. Please consult the specific product page on the website to learn more about what the product is, how it works, care instructions, warranty information, specifications, FAQs, reviews etc. Please note that, in addition to the main description of the product, there are additional tabs with extra information answering all of these questions. If, after reading all of the information, you still have a question about a product, then please feel free to email us and we will respond as soon as we are able.
Whatever the festive season looks like for you, we wish you a good one filled with love, warmth, laughter ... and plenty of grounding time!
With best wishes from all of us here at Grounded Wellness