We want to assure all our customers that our website is open as usual, and in line with the current government advice we are continuing to accept and despatch orders, whilst maintaining social distance requirements. The health and safety of our teams in all areas of our business is of paramount importance.
In order to maintain social distancing in our warehouse, some orders may occassionally take up to 24 hours longer to arrive. However, we are pleased to say that so far our service levels have not been affected. For orders placed before 3pm, we are still despatching these on the same day.
We aim to get your orders to you as soon as possible. Orders are still being collected daily by our carriers, Monday – Friday.
Standard Delivery (Royal Mail): Our standard delivery option is Royal Mail 1st Class, which usually arrives within 1-3 working days. Some customers are experiencing short localised delays with the Royal Mail service.
UK Next Working Day (Parcel Force): Whilst the majority of deliveries are arriving next working day, we are currently unable to guarantee this service. However, full tracking information is still available.
Customer Service team
To ensure their safety, some of our Customer Service team are working remotely. However, our Customer Helpline 0344 561 6664 and email communications remain open Monday to Friday 9am – 5pm and our service levels are unaffected.
To discourage unnecessary trips to the Post Office we have extended our returns period. For orders placed on or after 1st March 2020, we have extending our returns/exchange period to 60 days. Our usual terms and conditions about items being unworn and in re-saleable conditions still apply. Any returns that are received for refund or exchange are currently processed within 10-14 working days, but please allow up to 28 working days during this current busy period.
Articles of interest
We have created a number of articles and activities on our blog you may find of interest during this time.