27/03/2020 - COVID-19 Statement from Magic Madhouse
Just a brief update of what is going on at Magic Madhouse.
We have remained open in lines with government recommendation for the online retail; however, we are operating on with a massively reduced crew as we have instructed all office staff and many warehouse staff, to work from home or not commute into the workplace. The health and safety of our staff and their families and friends is paramount and we are doing everything we can to protect and support them.
We are still taking the necessary precautions of social distancing within the workplace and surfaces and common areas are being cleaned regularly and thoroughly throughout the day.
We are currently aiming to dispatch orders within 48 hours (excluding weekends). Customer service remains open via email, phone and chat for all enquiries.
We have been informed by our UK distributor that there will be no new releases occurring for the next few weeks, however, this may be subject to change on a case by case basis and we will do our best to keep you informed.
Royal Mail is also experiencing delays with their delivery services as a result of a reduction in staffing.
We are asking everyone to please remain patient whilst we work our hardest to get your order dispatched and to allow for extended Royal Mail delivery times.
Please all stay safe.
Latest Update - Our customer service lines will no longer be open until 8pm on Monday, Tuesday and Thursday until further notice. The lines will close daily at 6pm. We apologise for any inconvenience this may cause.
These are unprecedented times caused by the outbreak of coronavirus (COVID-19). We wanted to let you know about what Magic Madhouse is doing to ensure that we are able to protect our team and our customers.
Along with following government guidelines of washing our hands, we have implemented ‘employee distancing’ for all our staff. We are also keeping surfaces and common areas cleaned thoroughly throughout the day.
We have put a stop on warehouse collection orders until further notice.
As we both operate a warehouse and an office, we have provided the ability for the vast amount of office and admin staff to work from home, however, this will have a knock on effect on our day to day operations.
Our warehouse will be operating on a skeleton team, in the event of high volume days; there may be a delay in orders being dispatched. We will work hard on ensuring that any delay is kept to an absolute minimum. As a result of this, we can no longer guarantee same day dispatch for orders up until 2pm, unless they are Express.
International Post is likely to be delayed as a result of COVID-19 as a result of closed borders and additional checks, these vary on a per country basis, for further information, please check the Royal Mail website.
Any buylists will take longer to process and we can only offer store credit until further notice, we have increased the amount of credit offered to 35% during this time.
As a business we want to look after our people, our customers, our loved ones and the people around us. We are doing everything to support our staff and our community. We are closely monitoring the information from the Government and Public Heath England to ensure that we are all as safe as possible. We will post any additional updates about if anything changes for Magic Madhouse here.
If you require any additional information, please contact us here at firstname.lastname@example.org or 0208 364 7998.