Through this challenging time, we want to reassure our customers that Nemesis UK will continue to operate, processing your online orders and offering continued customer support.
Of course, the health and wellbeing of our team is of utmost importance. Following government guidelines to minimize contact, we have taken the decision that from Monday 23rd March Nemesis UK will adopt a skeleton workforce at our central office and distribution center. We also have several team members home working to provide phone and email support.
We'd like to offer the following advice to our customers.
Your Calls and Enquiries
Our staff are committed to keeping business running as usual however it may take slightly longer for us to respond to your calls and inquiries.
We ask that if you have any questions that you pop us an email to firstname.lastname@example.org in the first instance.
Our phone line remains open but it may not be possible to answer every call promptly.
Our staff are operational during normal working times, Monday to Friday 9am - 5.30pm. We are not open on weekends or bank holidays.
As a family-run business operating with a small workforce we appreciate your patience and ongoing support in this unprecedented time.
Orders & Delivery
New online orders are still being processed daily, Monday to Friday.
We endeavor to contact customers urgently 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.
Our team are monitoring all updates regarding our delivery network for sending goods out to customers throughout the UK and Europe, and any services that may be affected.
We will endeavour to keep customers updated on their order status and expected delivery dates, based on the information available to us at any given time.
We kindly request your patience and understanding should timescales change in view of the developing situation.
With the recent measures put in place by European and US Governments, we would like to advise all customers on the likelihood of delays to online orders for items with 'pre-order' status.
Nemesis UK offers a number of pre-order products which are imported primarily from the US and Italy. Our typical lead times vary from 1-4 weeks dependant on availability from the manufacturer.
As more measures are introduced to prevent the rapid spread of Coronavirus among nations, including restrictions on borders and limitations incurred on overseas transport, we anticipate lead times will increase.
We are monitoring the latest announcements and liaising with our couriers on a regular basis to understand the impact to our scheduled shipments. Advance measures have been put in place to maintain services where possible, and we will share updates with customers whose orders may be significantly affected.
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.
For your information, 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 13:00 on 23/03/2020]