DISTRIBUTION CENTRE

SILVER MUSHROOM LTD

Ground Floor, Main Office
Ainscough Business Park
Mossy Lea Road
Wrightington

Lancashire
WN6 9RS

Tel: 01772737170

INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

Silver Mushroom Covid-19 Update

Since the UK went into lockdown at the end of March 2020, we have experienced an unprecedented volume of sales and we are working round the clock to get these shipped out as fast as possible. We are currently around 5-7 days behind our usual dispatch times, but we are working hard to catch up, and putting measures in place to cope with the extra volume.

We ask that you please have patience with us during this time, as we adapt to the necessary changes made to ensure the safety and wellbeing of our staff and customers.

Our Customer Services team is now operating from several different locations, as staff work from home, and they too are experiencing an increase in calls and emails. Please rest assured we will deal with every query, but we may be 24 – 48 hours in responding.

As soon as your order is dispatched from our warehouse, you will receive a dispatch notification from Silver Mushroom and tracking numbers from your chosen courier. These emails do sometimes land in junk and spam folders, so do please check that if you have not heard from us and are wondering where we are up to.

Please see below for more detailed updates from our couriers

Further delivery information

Silver Mushroom Covid-19 Update

Since the UK went into lockdown at the end of March 2020, we have experienced an unprecedented volume of sales and we are working round the clock to get these shipped out as fast as possible. We are currently around 5-7 days behind our usual dispatch times, but we are working hard to catch up, and putting measures in place to cope with the extra volume.

We ask that you please have patience with us during this time, as we adapt to the necessary changes made to ensure the safety and wellbeing of our staff and customers.

Our Customer Services team is now operating from several different locations, as staff work from home, and they too are experiencing an increase in calls and emails. Please rest assured we will deal with every query, but we may be 24 – 48 hours in responding.

As soon as your order is dispatched from our warehouse, you will receive a dispatch notification from Silver Mushroom and tracking numbers from your chosen courier. These emails do sometimes land in junk and spam folders, so do please check that if you have not heard from us and are wondering where we are up to.

Thank you again for your custom and please stay safe.

We offer two delivery services at present: economy shipping via My Hermes and a premium tracked and signed service via DPD. Due to the Covid-19 crisis, we are not currently offering expedited or Next Day delivery services.

DPD Tracked and Signed 

Silver Mushroom offers a flat rate premium delivery service to all mainland UK post codes, using DPD Local. This is charged at £5.95 per parcel. The service is fully tracked from the second it leaves our warehouse and you will receive a one-hour delivery slot on the day of delivery, plus options to reschedule deliveries, leave in a safe place or change addresses at your leisure. From time of dispatch, these parcels will be delivered within 24 hours.

Due to the current Covid-19 crisis, DPD are now using the following processes to ensure the safety of their staff and customers:

  1. The driver will maintain a 2-metre distance and place the parcel at your doorway
  2. As proof of delivery, they will take a photo of the parcel, with the door open (you don’t need to be in the photo)
  3. Or if you are self-isolating you simply need to put a signed note on your door to tell the driver where to leave your parcel.

DPD Covid-19 Update:

Last week we experienced record volumes for this time of year, in fact, of the 29 million households in the UK, we delivered to over 1 million of them on Wednesday alone.

We’re delighted to say our service has remained exceptional throughout the week at 99.96%, delivering what we call ‘Diamond’ service, which is anything over 99.90%.

Due to the current high levels of demand, we’re making arrangements for additional drivers to ensure we continue giving you and your customers a great delivery experience.

Please read our weekly roundup below from what was a highly memorable week for Team DPD and not just in terms of our service performance.”

Economy Delivery:

The following charges apply to mainland UK post codes. For remote post codes, UK Highlands and Islands, and Northern Ireland, a surcharge will apply. This will be calculated at checkout but please feel free to contact us on 01772 737170 should you require details of the surcharges.

  • For orders weighing between 0kg and 5kg, an economy delivery charge of £3.95 applies, and these orders will be dispatched via My Hermes.
  • For orders weighing between 5kg and 10kg, an economy delivery charge of £4.95 applies, and these orders will be shipped via My Hermes
  • For orders weighing over 10kg, an economy delivery charge of £5.95 applies and these will be shipped via My Hermes
  • Any orders weighing over 15kg must be shipped via UK Mail and therefore a standard charge of £5.95 will apply.

Due to the current Covid-19 crisis, My Hermes will, wherever possible, leave parcels in a safe place. Please be aware that this could be in recycling boxes, outbuildings and any other area on your property where it will be hidden from public view. It is best where possible to leave a note on your order with details of a safe place so that you know beforehand where the driver will leave it if necessary. 

My Hermes Covid-19 Update:

“As a result of a significant increase in volume, social distancing measures and a reduced workforce at Hermes,, you will unfortunately encounter delays with some shipments as you may have seen already.

We ask that you please make note of the key points below;

  • The central hubs are aiming to scan shipments within 48hrs of arrival
  • Transit times on standard services may be increased by up to 72hrs once scanned into the network

Please be assured My Hermes are working tirelessly to process all shipments as quickly as possible during this difficult period.”

Whilst every reasonable effort will be made to keep to any delivery date, time of delivery shall not be of the essence and Silver Mushroom Ltd cannot be liable for any losses, costs, damages, or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date. The risk in the goods shall pass from Silver Mushroom Ltd to the customer upon delivery of such goods to the customer.

International delivery charges and lead times vary dependent on the delivery country. The delivery charge will be calculated at checkout, before payment is required. For more information on international delivery, please contact us at [email protected]

Some countries may charge import duties (tariffs) or apply other restrictions to imported goods. Please note that international carriage & delivery charges do not include import duties, taxes, or administration charges that may be due upon entry into the destination country. If the destination country imposes such charges, the customer is responsible for their payment. U.S. Department of Commerce Country Tariff Information may provide helpful information in this regard.

Yes you may return items if you are not satisfied with the goods. In line with the Consumer Rights Act (2015), customers must notify Silver Mushroom Ltd of the intention to return, in writing within 14 days of receipt of their goods. Notification of returns can be sent to [email protected]

Following this, the customer then has 14 days to return the items in question. Our returns address is as follows:

Silver Mushroom Ltd, Ground Floor Main Office, Ainscough Business Park, Mossy Lea Road, Wrightington, WN6 9RS

Return postage is the responsibility of the customer and all items must be returned in their original condition, unused and in original packaging. It is advised to return items with a tracked courier service, as if the goods do not arrive and are not traceable, Silver Mushroom Ltd cannot issue a refund.

Once return items are received, Silver Mushroom Ltd will then issue the refund within 14 days.

For goods that arrive damaged, or for incorrect items sent, Silver Mushroom Ltd will take responsibility for any return postage or additional shipments. Under these circumstances please contact our office to discuss on 01772737170 or email [email protected]

If goods received have been damaged in transit, the customer should contact Silver Mushroom Ltd within 14 days of receipt, either by telephone, in writing, or by using the contact form on the contact page, describing the damage. The purchase price will be refunded to the customer on a pro-rata basis. For example if one glass in an order of six glasses arrives damaged or broken, one sixth of the purchase price will be refunded.

Further delivery information

You can pay safely and securely via Paypal, Credit/Debit Card.

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