Information on COVID-19

Last Updated Wednesday 20th May 2020

 

We’re currently experiencing a higher than normal demand and as a result, our delivery times have been updated. For the most up to date information, please see all of our delivery options and the estimated timeframes below. ​

 

I’d like to thank you for your support as we put these important measures in place, and our teams on the ground for the amazing commitment and care they are delivering every day. 

The safety of our people, customers and communities is our primary concern. We’re keeping our processes under constant review and will update them if necessary.  

 

 

Economy Delivery

Our Economy Service is FREE for all orders over £15, is picked, packed and despatched from our Distribution Centre in Tamworth, and takes between 4-6 working days. For orders under £15 there will be a £3.95 delivery charge.

 

 

Next Day Delivery DHL / DPD
Our Next Day Delivery Service is picked, packed and despatched from our Distribution Centre with your choice of Carrier, either DHL or DPD, prices start from £4.95. 
 

 

Important Call Centre Update
We are putting the safety of our colleagues first. As a result, you may encounter longer wait times than usual on the telephone, online chat and e-mail response times.  

We are currently:  

Asking all customers to please allow a full 10 days before contacting us regarding an ‘Economy’ delivery. Our teams and our delivery partners are working hard to ensure orders are processed promptly.  

Asking all existing customers to consider whether your contact is urgent. 

 

 

Refunds/Payment/Returns

 

Q. Why hasn't my refund been processed yet? Or, where is my refund?

A. As with most online businesses, we’ve experienced heightened demand at the moment as the country deals with the current situation. Our team is working as quickly as possible to process returns. This process typically takes 5-7 working days but we are currently experiencing a delay. 
 
If you have been waiting more than 14 days, please contact the customer services team.

 

Q. How can i organise a return?

A. We’re currently not accepting any returns. From the moment we’re back to normal, we will reset our return and exchange policy terms (365 days), which means that you have more time to decide if you want to keep or return our purchases. 

 

Q. I have received something in error. How do i return it?

A. You are able to contact our customer service team, and they will advise on the best course of action. 

 

 

FAQ's;

 

Q. What are you doing to protect your customers and colleagues?

A. The safety of our people, customers and communities remains our primary concern and we’re keeping our processes under constant review, updating them as required. We are limiting people at our sites and adhering to social distancing and stringent hygiene practices.

We’ve made protective equipment like gloves, antibacterial gels and wipes etc. readily available to all.

 

Q. How long will the changes stay in place?

A. Like the rest of the country, we’ll adhere to these processes for as long as the government advises.