A Transparent Update on Orders & Support

We want to acknowledge this openly.

We are experiencing significant delays and a backlog of customer messages following Black Friday and early December orders.

This is not because we’re ignoring anyone or avoiding responsibility. Our small team has been overwhelmed by an unexpected surge combined with production delays, and we’re currently prioritising fulfilling orders and responding as fast as humanly possible.

We completely understand the frustration, especially for Christmas orders, and we’re genuinely sorry for the stress this has caused.

Every single order will be fulfilled or refunded. Every customer will be responded to. It’s taking longer than it should, and that’s on us.

If you’ve already emailed or messaged us, please don’t resend, it pushes your message further back in the queue. We’re working through them in order.

Thank you to those who’ve shown patience. We’re here, we’re accountable, and we’re fixing this.

 

What happens next

To help set clear expectations, here’s what’s happening behind the scenes:

• Orders are being fulfilled in the order they were received

• Customer enquiries are being responded to in the order they came in

• If an order cannot be fulfilled, a refund will be issued

• Orders affected by delays will receive a goodwill gesture once dispatched

We know this isn’t the experience you expected, and we’re committed to making it right.

 

Support response times

Due to the current backlog, response times are taking approximately 5–7 business days from when your message was sent.

If you’ve already contacted us, there’s no need to follow up with additional emails or messages, multiple enquiries can slow the process and push your original message further back in the queue.

Please rest assured: every message will be answered.

 

Last updated: 20 December 2025