Liberty Flights – Service update

During this unprecedented time we wanted to thank all of our customers for bearing with us and provide an update on our service.

We are still open on our website and our dispatch team are working hard to ensure your orders are sent within our normal time frames. As you can imagine we are experiencing an increase in the volume of orders received due to our stores being closed and our team are having to maintain social distancing procedures so this has affected how we pick and pack your orders. Unfortunately we are experiencing some delays with Royal Mail at the moment as their depots have had to put extra measures in place to protect their staff and to make sure nobody is put in risk unnecessarily. They also have a smaller workforce in place due to self-isolation and some depots having to close temporarily. As a result you may find that your order takes longer to arrive than normal. Please continue to bear with us if this happens as once it leaves our warehouse, we are not able to influence the time it takes to get to you. We would recommend allowing extra time before you run out of your favourite product by placing your order earlier than you usually would.

Our customer services team continue to be available to help with any issues you may have but due to an extremely high number of enquiries you may not get a response straight away. Normally we aim to get back to you the same day but at the moment that may not be possible. Please be reassured that whichever way you have contacted us, by email, online ticket or social media, we have seen it and we are working through them as quickly as we can. If possible, please don’t send multiple messages through different channels as this can increase the volume we have and lead to delays.

Again, we would like to thank you for your continued custom and support for Liberty Flights. We really appreciate it and hope to be getting back to normal, as we all do, as soon as possible.

Liberty Flights

Liberty Flights COVID-19 Update

Dear Customers,

In light of the uncertainty with the outbreak of COVID-19 (Coronavirus), we want to reassure all our customers that we are taking all necessary steps to follow the World Health Organisation and Local Authority guidelines. Our priority is the safety of our customers, employees and partners.

Product

We are operating in-line with advice from the World Health Organisation, UK Government and the MHRA to ensure that all appropriate health and hygiene measures are adhered to along with normal standards in place for manufacture.

We want to reassure you that we have taken steps to ensure we can continue to operate as normal, with as little disruption as possible. However, following the Government announcement yesterday, as of today (24/03/2020) our Retail Stores will be closed temporarily until further notice. We are sorry that we have had to take this step, but support the Government in trying to control the spread of COVID-19. The good news is that all our products remain available for FREE home delivery on our website, alternatively you can call our customer service team to place an order between 9am to 5:30pm Mon-Fri.

www.liberty-flights.co.uk

0345 257 9008

Our products are also available in selected Spar, Bargain Booze, Costcutter, Nisa, Premier, Londis and many other local convenience stores which remain open, so if it is safe to do so you can pick up our products including the DOT PRO range there.

The NHS have said that there is no evidence that COVID-19 is spread through packages or letters, and both our couriers (Royal Mail and DHL) are introducing contactless signing procedures, so this remains a great option if your aren’t able to get to one of our re-sellers. Due to an increase in demand for home delivery, we are now no longer able to guarantee same day dispatch for orders placed before 3pm. We are working round the clock to get every order out on time but you may experience some delays. We apologise for any inconvenience this may cause.

So far DHL services are unaffected, however we have been informed by Royal Mail, that for items posted from Thursday 19 March 2020 onward, they will no longer be able to guarantee deliveries by 1pm the next working day for Special Delivery. Where items are not delivered by 1pm, they are aiming for delivery by the end of the day. 

We will continue to do our utmost to serve our customers to the highest standards possible throughout this entire period.

For the latest developments, the UK Government website is updated in real time as new information and advice becomes available: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

The NHS website also regularly issues updates and can be found here

We would like to take this opportunity to thank our staff who have been working incredibly hard during this challenging time and to also thank you for your continued loyal support.

Please stay safe and look after each other.

From all at Liberty Flights

Updated: 24/03/2020