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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 for Christmas holidays and New Year’s Day
- Our main office (for orders and general customer service) will be closed on Wednesday 25th December and reopened on the 30th December. It’ll also be closed on Wednesday 1st January 2025 for the New Year holidays.
- Completed orders placed between 25th and 30th December 2024 (inclusive) will be delivered between 30th and 31st December 2024, subject to delays felt by Royal Mail which are outside of our control.
- Completed orders placed between 31st December and 2nd January 2025 (inclusive) will be delivered between 3rd January and 6th 2025.
- 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 |
|---|---|
| Wednesday 25th December 2024 (Christmas Day) | Closed |
| Thursday 26th December 2024 (Boxing Day) | Closed |
| Friday 27th December 2024 | Closed |
| Saturday 28th December 2024 | Closed |
| Sunday 29th December 2024 | Closed |
| Monday 30th December 2024 | Opened |
| Tuesday 31st December 2024 | Opened |
| Wednesday 1st January 2025 (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.
Deliveries to the Scottish Highlands and Northern Ireland can take up to 5 working days.
Getting help with your equipment
Our technical support team will be unavailable Wednesday 25th and will be back on the 30th December. It’ll also be unavailable on Wednesday 1st January 2025 for the New Year holidays.
Our technical support team opens back up on Thursday 2nd January 2025 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 support@telecare24.co.uk 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?
