INFORMATIONAL UPDATES FROM THE FACTORY
- Due to increased demand and growth within Crown Northampton, along with ongoing staffing and supply chain issues due to the rolling pandemic, our Made To Order making and delivery time has now increased to 'Up To 45 Working Days' (For all footwear orders including Shell Cordovan which remains at 45 working days) - This covers Monday to Friday but does not include weekends or UK bank holidays and communicated factory holiday closure days. We will of course always endeavour to get your orders shipped out well ahead of 45 working days, but we want to be realistic and transparent with the current growth we're encountering and the unpredictability of the world right now in general! *We will aim to ship all orders received before this announcement in line with the previous '20-30 Working Days' delivery times. Posted 25/02/22
- With the increased growth that we are experiencing, we are also receiving in a far higher volume of email queries. Efficient customer service is very important to us and is one of our core brand messages. The emails received are extremely varied and range from size queries to order delivery enquiries. As we try to answer each question in as much detail as possible, clearing through the backlog has been quite challenging and in many cases, we are not responding as fast as we would like due to the sheer volume of emails so we apologise if we have left some of you 'hanging' so to speak. To improve this process we are currently taking on and training new Crown Customer Service operatives. In the coming months, we will also be updating our customer communications so that general sizing and style information can be found easier on the website, and importantly, customers receive more information on what stage their order is currently at and when delivery can be expected. We will aim to reply to all email queries within 48-72 hours (not including weekends). We appreciate that Made To Order processes differ from most online purchases and many of you are excited to receive your orders so you're just looking for updates and in some cases chasing overdue delivery. However, we kindly request that you only email us regarding your order status if delivery is overdue or you need to make amendments to your address of need delivery for a specific date. This will help us greatly to manage the flow of incoming emails and we are currently in the process of improving our customer order communications in general, so bear with us we're doing our very best! Posted 25/02/22
- Out-of-stock materials and items - Due to supply chain issues from outside suppliers, we have currently sold out on some care products and unfortunately, we have had to remove our Horween buffalo styles from our Hand Stitch Collection. there has been a delay in receiving our new delivery of tan and also brown buffalo from Horween. We initially expected this to be delivered sometime in late February as that is what was quoted by Horween. However, we have recently received an update from Horween telling us that they will now no longer be producing the same buffalo material due to tanning issues that they have encountered. Our original shrunken buffalo was tanned with olive oil but Horween have halted production and are currently in the process of switching to a different tanning process for their new buffalo material. Horween have told us that within the next 2-3 weeks we will be receiving 4 new colours of shrunken buffalo that will have a similar grain and appearance to the tan and brown buffalo originally offered, but the colours will have been achieved with a different form of tanning. Currently, we do not know what the colours are but as soon as we have received samples and we know we are happy with them, the new colours will be uploaded to the website to order. All customers who currently have outstanding back-ordered tan buffalo orders in the Harlestone Hand Stitch have been contacted directly and offered a list of alternative options. For out of stock care products where we are waiting for any incoming deliveries, we will contact customers where necessary and part ship orders with the remaining products to follow on separately when received into the factory. Posted 25/02/22
Thank you for all your support and that's all for now.