Covid-19 Advice

COVID-19 FAQs

Last update: Monday 5th October 2020

 

Like you, we’re keeping a close eye on the COVID-19 situation as it evolves.

We’ve had to make some tough calls, in line with Government guidelines. Priority remains to protect our customers and teams who have adapted brilliantly to some challenges that none of us ever thought we’d face.

We take extra safety measures wherever we can by adhering to social distancing, smaller teams, regular hand washing, using masks and continuing to adhere and respond to government guidance.

So, use this space to find all COVID-19 related updates in one place, we are committed to updating this page every time anything changes.

We feel like a family now more than ever and thank you for your support and understanding during this time.

Can I still order from you?

Yes, our website remains open for orders and we continue to dispatch orders daily.

Is your delivery service still operating as normal?

Deliveries are currently arriving on time and right now we don’t foresee any issues but this can change very quickly. We always aim to get your delivery to you as quickly as possible but whilst we have taken additional security measures to ensure the safety of our team it has become necessary to extend our standard delivery times.

We will continue to work closely with Royal Mail to understand any impact on their delivery network – If this changes at any time, we will update you. You can also visit our delivery services page for the latest information.

Should I be concerned about touching an order I’ve received?

Public Health England have said there’s no current evidence to suggest that the virus can be transmitted from packages.

I’m worried about coming into contact with the delivery person. Will I need to sign for my delivery?

No, our delivery service isn’t signed-for. If you’re in self-isolation or worried about coming into contact with the person delivering your order, Royal Mail have confirmed when they need to deliver any item that won’t fit through your letterbox, they’ll place your item at your door. After knocking on your door, they’ll step aside to a safe distance while you retrieve your item. For more information, go to Royal Mail’s website.

What are you doing to keep your warehouse & colleagues safe?

We’re following Public Health England (PHE) and the UK government’s direction..

We are also taking guidance from the British Retail Consortium (BRC) to ensure swift implementation of the most up to date Government advice.

Just some of our key measures are:

Social distancing whilst picking, strictly adhering to the 2m apart rule.
Only 1 person allowed per aisle in narrow aisles
Operating across a reduced amount of packing stations to enable colleagues to pack at a least 2m apart
Segregated shift start and finish times so there is no possible overlap in between shifts and in corridors and by lockers
Entry and exit points to the warehouse are at opposite sides of the building so there is no possible overlap between different shifts
Assigned trolleys and stations to specific colleagues who are responsible for cleaning their station before and after their shift – this is checked at the end of each shift by the shift supervisor
Implemented a rule of 1 person to be using the toilet facilities at any one time
Provided protective equipment to include gloves and masks
Provided guidance on commuting to work and supporting those colleagues who use public transport to find other ways to commute to work where possible
We are constantly evolving and adding to this everyday as we receive further clarification from the Government, and will continue to ensure we not only follow the updates but go over and above the guidelines to ensure the safety and wellbeing of our team.

Has your returns policy changed?

Our returns policy is now back to 30 days.

If you’re unable to send us your return because you’re self-isolating, as long as the return meets the terms of our Returns Policy, we will honour your late return.

It may take up to 14 working days for your return to be received and processed by our Returns team. Find out more here.

Can I still contact you during the outbreak?

For the safety of our staff, our Customer Services team has moved online and our phone lines are closed. We’re to help you in these difficult times so you can still get in touch with us, but you might find the answer you’re looking for in our FAQs. We’re also busier than usual, so it may take us up to 3 days to reply.

We are dispatching orders as normal. Get free UK delivery when you spend £40 or more.

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