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Order by Tuesday 19th December 2023 for delivery before 25th December 2023
- For the best chance of delivery before Christmas Day, complete your order (including your Service Agreement, in full) by 11 am on 19th December 2023.
- Orders for delivery to the Scottish Highlands and Northern Ireland should be completed in full by 11 am on 17th December 2023.
Our planned closures and expected delays to shipping
With the Christmas and New Year holidays in mind, please take note of some changes to our normal hours of operation.
Our main office will be closed on Christmas Day, Boxing Day, and New Year’s Day
- Our main office (for orders and general customer service) will be closed on Monday 25th December and Tuesday 26th December 2023 for the Christmas Day and Boxing Day holidays. It’ll also be closed on Monday 1st January 2024 for the New Year holidays.
- Completed orders placed between 20th and 22nd December 2023 (inclusive) will be dispatched on a next working day basis. Expect delivery between 27th and 29th December 2023, subject to delays felt by Royal Mail which are outside of our control.
- Completed orders placed between 11am on Friday 29th December 2023 and Monday 1st January 2024 (inclusive) will be dispatched on a next working day basis. Expect delivery no sooner than Tuesday 2nd January 2024.
- Please note, this is a different office from where our careline monitoring team are based which remains in operation 24/7.
Our careline monitoring team remains 24/7
Our careline service operates 24 hours a day, 7 days a week, all year round. This doesn’t change on holidays.
| Date | Open/Closed |
|---|---|
| Monday 25th December 2023 (Christmas Day) | Closed |
| Tuesday 26th December 2023 (Boxing Day) | Closed |
| Wednesday 27th December 2023 | Open 9 am to 5pm |
| Thursday 28th December 2023 | Open 9 am to 5 pm |
| Friday 29th December 2023 | Open 9 am to 4.30 pm |
| Saturday 30th December 2023 | Closed |
| Sunday 31st December 2023 | Closed |
| Monday 1st January 2024 (New Year’s Day) | Closed |
| From here on, our main office returns to normal hours: 9 am to 5 pm Mon-Thurs, 9 am to 4.30 pm on Fridays, and closed on weekends. | |
Other delays out of our control
Royal Mail, our courier, tends to experience slight delays at this busy time of year. With that in mind, some customers may find that it could take an extra day or two for their order to arrive. We ask that customers factor this possibility in when ordering.
As ever, deliveries to the Scottish Highlands and Northern Ireland take at least 2 working days as standard.
Getting help with your equipment
Our technical support team will be unavailable Monday 25th and Tuesday 26th December 2023, Monday 1st January 2024, and on weekends. Our technical support team opens back up on Tuesday 2nd January 2024 at 9 am and returns to normal operating hours.
Most technical issues have a simple fix which can be found in our user guides, linked below (you should also have a printed copy in the box your equipment came in).
If you’re not having any luck with the troubleshooting guides, please e-mail us at [email protected] and we will get back to you on our return to the office.
Emergency help
First and foremost, if you need emergency help you can still trigger your alarm any time, day or night, and our monitoring team will answer. This doesn’t change when we close our main office.
Our equipment user guides
In the unlikely event that you need technical support with your equipment during this time, please find links to our user guides below. (opens in a new tab)
https://www.telecare24.co.uk/faqs/#user-guides
Frequently Asked Questions
If your question isn’t answered in our user guides, have you checked out our FAQ page?
