Please see below for how we are dealing with the current Coronavirus (COVID-19) pandemic in order to keep our customers and staff safe.
How safe are your delivery options?
To avoid personal contact customers can select a safe place for deliveries. If you are due to receive a parcel you should visit the tracking section on the courier’s website (please refer to your order tracking information for details) and choose to divert to a safe place.
If you haven’t selected a safe place then our couriers will leave the parcel at your property, even where there is somebody present, in order to maintain safe distancing. A photo will be taken which is included in your delivery notification email.
Our couriers have also temporarily withdrawn the need for signatures to avoid unnecessary contact. Should a signature have been required the customer will need to give their name whilst the courier stands at least two meters away.
What steps have you put in place with your warehouse staff?
The safety and well-being of our warehouse colleagues is paramount. We have reduced the number of personnel working at any one time to ensure our colleagues are able to maintain safe distancing whilst preparing your parcel for you. We’re following all government advice and have increased the frequency with which surfaces are cleaned and ensured all colleagues have access to hand washing facilities and hand sanitisers regularly during their working day.
Do you still have staff in the office?
All office-based staff are currently working from home.
Will there be a delay in delivering my parcel?
Our warehouse is currently unable to process orders on weekends so there may be some delays in us shipping out your order. We have also currently suspended Next Day Delivery options. Please refer to the tracking information you receive with your order confirmation for further information.
What can I do if I’m self-isolating and can’t return my order?
Returns have been extended so that you now have up to 60 Days from delivery to return your package for a full refund.
Please note: returns may take longer to process at this point in time.
What happens to my order if you temporarily stop online delivery?
If your order has been despatched, then please refer to your order tracking information as your delivery should proceed as normal. If your order has not left our warehouse then you will be issued a full refund.
If our warehouse is closed we will not be accepting returns. In the case of this happening any orders placed after 01/03/20 will have until 14 days after our warehouse reopens to be returned for a full refund.
If I have a query, what should I do?
Our Customer Services team are unable to take phone calls at this time but will be able to respond to any queries regarding your order via email. Please contact firstname.lastname@example.org with any enquiries and someone will get back to you as soon as possible.