worst experience ever worst experience ever, bed not delivered more than 20 days, when i cancelled, have been charged £39.99 return fee. Hi Sanjay, We are so sorry to hear you would like to cancel your order. We would love to process your request to cancel but unfortunately, your order has already been dispatched from our warehouse. We understand that your delivery might not be suitable for you, so we can of course put in a request with our delivery partner Rhenus to return your item to us. Please be aware this is no longer a cancellation as your order has now despatched from our warehouse and so our usual returns process including a £39.99 returns fee will be deducted from your order once this is processed as a return. Please can you confirm if you wish to proceed with the return of your item to us and no longer require this? We would really appreciate if you could share the reason for your cancellation, as this helps us to improve our services and overall experience for our customers. Kind regards, Vedhita, Customer Service Executive On 15 July 2024 at 17:51:46 UTC, wrote: Hi Sanjay, Firstly, I would like to share my sincere apologies for the delayed response from our end, we are working hard to get back to all of our customers as quickly as possible. Thank you for reaching out to us! I would like to thank you for bringing this to our attention and we are truly sorry for the inconvenience caused. We appreciate your email and the opportunity to assist you with your query. I have forwarded your request to one of my colleagues who will be reaching out to you as soon as possible. They are well-equipped to provide you with the guidance and support you need. Please note our team work Monday- Friday 8am-7pm, excluding bank holidays and so any calls to you will be made within these hours. If you would like to call us at a more convenient time for you, please contact our team on: 0113 519 0311 In the meantime, if there is anything else we can do to assist you or if you have any additional questions or information, please feel free to respond directly to this email thread and my colleague will be more than happy to help. Thank you again for contacting us, and we look forward to speaking with you soon! Thank you for supporting our online store! Purchases both big and small help us keep our dream of providing the best quality products to our customers. Thank you for your trust and for choosing DUSK. Kind regards, Toolsykumar, Customer Service Executive Hello Sanjay Thank you for contacting DUSK! We operate Monday to Friday, 8:00 – 20:00, excluding bank holidays. Unfortunately, we’re currently experiencing high volumes of contact at the moment, resulting in longer response times than we’d hoped for. We promise to get back to all customers as soon as possible. If you are contacting us regarding the dispatch of your order, we’re sorry to advise that we’ve experienced unprecedented delays, which has resulted in longer wait times than we usually experience. As a result, we’re currently kindly asking our customers to allow longer timeframes than we usually expect. If your order does not have any estimated delivery dates and is on standard delivery, please allow 10 working days for your order to be dispatched. In the meantime, you may be able to find the answer to your query in our FAQs. Love from, DUSK Customer Service Team x Thanks for your order, Mr! Hi Mr, Please allow up to 10 days for dispatch of in-stock items, and refer to the estimated delivery dates provided below for items on pre-order. We'll send you an email to confirm when your order is on it's way, with further details on your delivery. If you have multiple Large Items (delivered by Rhenus/BJS), we'll dispatch them together as soon as they are all available. If any of those items are purchased on a pre-order, please refer to the latest estimated delivery date below. Small Items (delivered by Evri) will be sent separately, as soon as we have them available. Preparing for your delivery If you have ordered furniture or large items, please read our 'Will it fit?' guide here. Need a VAT receipt? Download PDF Receipt Order No. S21861284 30/06/2024