We have become aware of an issue with our DPD/Hermes Homecall service. This is the service we use as our free delivery option, DPD collect your parcels from iQuatics and pass them to Hermes to complete the delivery.
Since the Black Friday weekend the Hermes system have been down, as a result they are having to manually update the information on over 9 million parcels.

Our team has spent the last two days trying to get to the bottom of the issue and when your parcels are expected to be delivered but we are struggling to get any specific answers due to the huge backlog.
We have been advised that you may receive your items before your tracking will update (we understand this isn’t an ideal situation) there is also a possibility that your delivery will take longer than the 3-5 days it normally does.
We appreciate that this doesn’t really matter to our customers, you just want your orders, we really want you to have them too, please believe us when we say we are doing all we can to get your items to you as quickly as possible, the iQuatics team have been working around the clock to come up with resolutions, as you can appreciate we have a big backlog of orders to work through and we are doing our best to help you all.
We kindly ask for your patience on this matter, we are sure that we will be back to normal service as soon as possible. We are recommending for urgent orders that one of our express services is selected at checkout, these start from just £2.50 and offer more certainty on delivery timescales.
Thanks for your understanding
The iQuatics Team