COVID-19 Customer Information
Can I get in contact with a real person?
Due to the changing sitaution with the Covid-19 crisis, we have taken steps to ensure the safety of our workforce and ensure we can be more flexible with their locations of work. For this reason, our phone lines will be closed for the forseeable future and all of our agents will be available on our support email - firstname.lastname@example.org
Can I still place an order online for delivery?
Yes. We are following the advice of Public Health England and are still making deliveries for online orders.
Can I still receive delivery of parcels?
Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.
Should I be concerned about touching an order I have received or collected?
Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages.
What if I am self isolating or do not wish to come into contact with a delivery driver?
For our items, carriers are:
- encouraging all customers to use the alternative delivery options available to them (such as leave in a safe place) so they do not have to receive parcels directly from the courier or have to sign for them
- not handing over our hand-held devices to customers to capture electronic signatures
- asking drivers to log the name of the person accepting the item
- posting a customer contact card to advise of other ways to arrange receiving delivery
Are deliveries of parcels running on time?
Deliveries are currently on time but this may change. Our carriers will contact customers who are affected on a case-by-case basis. More significant updates will be posted online. Please check our website for the latest information.
If I’m self-isolating, how do I return a product?
If you have been unable to return an unwanted item due to self isolation restrictions, we will honour a late return as long the item meets the other terms of our returns policy including a valid proof of purchase such as a receipt or delivery note.
Please contact our return team on email@example.com and advise us of your self isolation and we will take appropriate action.