COVID19

Last updated: 7th May 2020

Many of you will be spending lots of time at home right now, so we're pleased to remain open online and continue delivering orders. We have, however made significant changes to our operations to ensure that we protect the safety of both you, our customer and our staff.

We are closely monitoring the advice from Government & Public Health England and will continue to provide further updates on this page.


Contacting us

With most of our staff now working from home, we have taken the decision to temporarily close our phone lines. This means we can continue delivering great customer service by email and live chat. We're aiming to respond to all emails within 2 business hours & we've extended our live chat & email hours.


Delivery

Contact-free Delivery

All deliveries are being carried out contact-free. Our courier will place your delivery on your doorstep, knock or ring your door bell before stepping back for you to answer the door. They will not ask for you to sign their hand-held device, instead they will either record your name or take a picture of the delivery.

Our courier will not ask you to sign for delivery, instead they will either write your name in the signature box or take a picture of the item.

Express & Named Day Deliveries

Whilst we continue to offer Express & Named Day Delivery services, we can no longer guarantee these services and we won’t be able to refund these charges where the courier failed to deliver on time. This is because most couriers including Parcelforce have suspended their service guarantee, instead making best efforts to deliver on time.

The vast majority of deliveries are being carried out on time. We are continuing to monitor delivery times and will keep the delivery services we offer under review.


Returns

Returns window increased if you change your mind

We've increased our returns window for change of mind returns to 30 days. This applies to all orders received from 1st April 2020.

Changes with how we deal with damaged or faulty items

In normal circumstances, when an item is received in damaged or faulty condition, we would provide a pre-paid label free of charge for you to return the item to us. Once this is received, we would then send out a replacement free of charge.

Following the governments advice to close non-essential shops, DPD have suspended this service.

We're currently working on a solution. In the meantime, we would ask that you report damaged or faulty items to us within the normal time limits. We'll send you a pre-paid label to return the items to us for a refund as soon as this service is resumed. We recognise that this is inconvenient, however you will not be left out-of-pocket.

If you require a replacement urgently, we would recommend placing another order. If this replacement order is below £75, we'll waive the delivery charge.

7th May Update

We're now able to arranging collections for damaged or faulty items in most cases. Some courier restrictions still exist in some areas.