Covid-19 Coronavirus Information
we are open for business!
In light of the recent advice from the Government, we remain committed to prioritising the health and safety of all our staff and customers. That, above else, is what’s important. We are open online for business, delivering safely and adhering to all local Covid-19 measures.
We really appreciate your support and understanding at this time, and we will continue to respond as the situation develops and share any further changes with you. For more information, please see our FAQs and if we've missed anything, please contact us.
Are your stores open?
All our stores are currently closed.
I have a balance to pay on my order, can I pay this and have my items delivered?
Yes, if you have already placed an order in one of our stores and would like to pay the balance that is no problem. Please contact the store in which you placed order and they will be able to assist you in paying any balances and arranging delivery.
I have an order which is due to be delivered, will this still go ahead?
Yes absolutely, all our deliveries are scheduled to continue as normal and we do not anticipate any delays.
I would like to place an order, what options do I have?
We are pleased to be able to offer Local Delivery and UK Shipping.
Can I now place a 'Collect In Store order'?
Unfortunately following the latest Government Restrictions we are unable to offer collections in store.
I live outside the local delivery area, is UK Shipping available?
We are currently running a reduced UK Shipping service. All UK Shipping deliveries are currently estimated to take between 7 - 10 working days. Our third party pallet courier are operating a contact-free system in line with Government guidelines and your items along with pallet and packaging will be delivered to your doorstep or nearest access point only. Should you have any questions please send us a message on our contact us page or via email at email@example.com.
I’m concerned about accepting my home delivery order, what do I do?
We've made a few changes to our deliveries to make them safer for everyone.
All of our deliveries are now contact-free. For all local deliveries you’ll received a text message with your estimated time slot the day before your delivery. We will place your order in a safe place or on your doorstep, knock on your door, and stand at a safe distance while we verbally confirm your name and delivery. This is instead of asking for a signature. We will take photographs of the delivered goods and their condition for our records. To protect the health and safety of you and our colleagues we will not be able to bring any items into your home, we will only deliver to the doorstep.
I am self-isolating and am worried about accepting my delivery?
We are happy to deliver safely to your doorstep. If you would prefer to postpone your delivery due to self-isolation, that’s absolutely fine – again, please just get in touch using our contact us form, 24 hour chat or email us at firstname.lastname@example.org.
Will my home delivery take longer?
Our delivery drivers are an integral part of our team, so to keep them safe we may need to reduce our delivery service. This could mean your delivery takes longer to get to you, but we will let you know by email if we expect any delays. We’d like to thank you for your patience during this time. For deliveries requiring a 2 person team, our drivers will maintain social distancing, and will wear protective facemasks when bringing the item to your doorstep. We will not enter your home, so please make sure you are able to bring the item inside yourself.
Can I order large items for home delivery?
Yes you can. These deliveries will be completely contact-free to your doorstep, and won’t require a signature. To protect the health and wellbeing of you and our colleagues we will not be able to enter your home, so please bear in mind that you will need to bring your item inside without our assistance.
What if my order is cancelled?
We will let you know by email if we need to cancel your order for any reason. You will receive a cancellation and refund notification by email. Please be aware that due to some of our suppliers being closed, some cancellations are taking longer to process than usual, however you will receive notification when your refund has been processed.
What if I wish to cancel my order?
Please get in touch using our contact us form, 24 hour chat or email us at email@example.com if you wish to cancel your order. Please be aware we are dealing with a high volume of contacts and will respond to you as quickly as possible.
How do I return my online order?
We are now operating a contact-free collection service for any items you wish to return. Please bear in mind that you’ll need to place the item on your doorstep so we can safely pick it up without entering your home. Our standard Returns and Refunds policy applies on all orders. Proof of purchase must be available and all items must be in it's original packaging. When your item reaches our distribution centre, your refund will be processed. Once we’ve received your item, you should receive your refund within 5-7 working days.
Our dedicated team of Customer Service advisors are now working safely from home, so there may be a short delay in emails being taken, but rest assured, we are doing the very best we can to answer all your queries. Our Live Chat function remains active online if you’re looking for a quick response to a question!
I am trying to get through on the phone but there is no answer?
As our stores are now primarily closed and our telephones will not be monitored. You can contact us using our contact us form, 24 hour chat or email us at firstname.lastname@example.org and one of our colleagues will be in touch as soon as possible.