Keeping Things Going During the Corona Virus

We know this time of great uncertainty is having a huge impact on all our lives, so we want to let you know what steps we’re taking to help and support you.

Our customers, our communities and the team in our business are our priority.

That’s why we’re continually monitoring the guidelines and advice provided by the UK Government and Public Health England, and are doing everything we can to make your experience as safe as possible.

We are committed to making the right decisions for you and our Partners, and we’ll keep you up to date online, by email and through our social channels.

Please keep visiting this page for the latest information.

ORDERS & DELIVERY

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. All advice is that people receiving parcels are not at risk of contracting the coronavirus (COVID-19).

We believe 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. We only use trusted delivery partners such as Royal Mail for all UK web orders, as well as international orders up to £59.99.

 

Updates to Royal Mail services: 

Royal Mail remains opens for business. As always they continue to work hard to work hard to collect, process and deliver as much mail and parcels as possible in difficult circumstances. 

They are working with their airline and postal/courtier partners across the globe to maintain international delivery services. Royal Mail’s international service to the USA remains operational. For country to country updates, you can visit the International Incidents Bulletin to see how you may be impacted by these changes.

There have also been some changes to services. The changes to these services include the way you will sign and receive items. Also a change has been made to the Special Delivery Guaranteed by 1pm. More information regarding these changes can be found here. 

Updates to DHL services:

DHL have made some changes to their services in order to ensure that people are still able to send and receive their mail, whilst still making safety their top priority. They are adopting a ‘'contact-free delivery’. A further update, from March 23rd, is the ‘Accepted at Delivery Point’ service, as the standard offering to minimise physical contact between our drivers and members of the public. More information regarding these services can be found here.

Updates to DPD services:

DPD has implemented a series of measures in response to Covid-19 to ensure that they protect their services, for you. They have put in place a contact free delivery service. They have also introduced a delivery wave program with drivers, creating a 10-minute gap to avoid too many drivers being together at critical times in the morning. More information regarding these changes can be found here. 

There have also been changes to international services. However, these changes do differ from country to country. So please ensure that you check the Covid-19 International Bulletin here for further updates and information.  

 

Should I be concerned about touching an order I have received or collected?

Public Health England have said that there is 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?

We only use trusted delivery partners such as Royal Mail, DPD & DHL.

The current advice is:

  • 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
  • our couriers are now encouraging a verbal signature so you can authorise your delivery without signing a device
  • 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.

 

RETURNS

If I’m self-isolating, how do I return a product?

Due to the ongoing Covid-19 situation, we would like to offer you a free extended 60 day return policy, for all products purchased for £60 and more. This service is offered on the basis that all returned products meet the terms set out in our returns policy.

For more general queries, you can find helpful information from the live chat window on our website