An update for Customers regarding Covid-19

Nemesis UK will continue to operate throughout November and December 2020.

The UK Government announced England will enter a nationwide lockdown again from Thursday 5th November 2020 with the hope of curbing the rise in Covid-19 cases once more.

At Nemesis UK we have taken all necessary steps to create a safe environment for our essential workforce, allowing the business to remain operational during this lockdown.

We’d like to reassure our customers that we’ll continue to process your online orders and provide customer support and technical advice, with what we hope will be as little disruption as possible over this period.

With this in mind, we'd like to offer the following advice to our customers.

Opening Times

Our customer service team will be working our normal hours, 9:00am to 5:00pm Monday to Friday, answering calls, emails and chat enquiries.

Our warehouse will continue to dispatch customer orders daily using trusted couriers, who are also taking all necessary precautions to handle deliveries safely and in line with local guidance.

With immediate effect, customers will not be permitted anywhere on-site. This means we will no longer provide the option for customers to collect goods in person and all such visitors will be turned away.

Handling enquiries

We ask that if you have any questions about the status of your order, that you pop us an email to sales@nemesisuk.com in the first instance that we may deal with these in a timely manner.

Our customer service assistants, Dawn, Natasha and our newest recruit Harry will do our best to provide answers to your queries and can help with pricing, availability and ordering in most instances, by phone, email and live chat.

Queries that require a more technical response or involve liaising with suppliers will be passed to our sales experts Guy and Phil. As well as handling these enquiries they both have wider responsibilities in purchasing, logistics and goods inward/out, roles that are critical to maintaining operations and can impact their day to day availability to handle calls directly so we ask kindly ask for your patience in such circumstances.

Customer Orders

New online orders are still being processed daily, Monday to Friday. We endeavour to contact new customers by the next working day, if there is anything affecting the availability of your order.

For products in-stock we hope to continue dispatching these promptly and provide tracking updates as soon as possible, usually within 24 hours.  

Pre-order items

Nemesis UK offers a number of non-stock items, listed on our site as “available to pre-order”. Once your order is placed, we aim to supply the item from global partners and manufacturers and as soon as the item(s) is available it’s usually scheduled on a forthcoming shipment into our UK distribution centre.

In recent months, due to the impacts of Covid-19, our typical lead times on many of these goods, particularly those coming from the US have been affected.

Some of this is due to delays in manufacturing of the parts, with fewer raw materials being readily available or sites being forced to close due to the outbreak and local restrictions.

On top of this, handling of goods and logistic networks have also been impacted by additional border controls and operations being generally affected as businesses adopt new working practices.

We aim to keep customers updated on their order status and expected delivery dates, based on the information available to us at any given time. We appreciate your understanding should timescales change in view of the developing situation.

Updates

Presently we aim answer all message queries within 1-2 working days and will otherwise inform you if further information must be gathered, such as from suppliers, in order to provide comprehensive update to your enquiry.

We are continuing to update our website with stock availability and new products during this time in an effort to improve our offering for you, our loyal customers.

The health and wellbeing of our team remains of the utmost importance and we are following all government advice, so should anything impact our team directly we’ll aim to let our customers know asap.

Meanwhile, any updates regarding business operations as a result of the developing situation with Coronavirus will be posted here, in addition to email updates being shared with customers in a timely manner.  

[Updated 18:00 on 03/11/2020]

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