COVID-19: EVERYTHING YOU NEED TO KNOW

WHAT SAFETY MEASURES HAVE YOU IMPLEMENTED IN STORES?

All stores have been fitted with payment screens, two metre floor markers and complimentary hand sanitiser stations, produced to WHO standards in Devon by our friends at Salcombe Gin. To minimise contact, we’d like to kindly request that you pay by card and bring your own re-usable bag if possible. You can relax in the knowledge that we’ve enhanced our cleaning routine, with regular touchpoints being disinfected repeatedly.


IS YOUR DELIVERY SERVICE OPERATING AS NORMAL?

Yes, we’re currently operating with our usual delivery services, including express and international.


ARE YOU STILL ACCEPTING RETURNS?

Yes, we’re still accepting returns via the post and all refunds/exchanges will be processed within 7 working days of us receiving them.


HAVE YOU EXTENDED YOUR RETURNS TIMEFRAME?

Yes, we’ve now extended our returns timeframe to 90 days until further notice for all full price and sale items (this includes anything already purchased in March). Our stores will also accept returns when they reopen too.


MY OFFICE IS NOW CLOSED SO CAN I REDIRECT MY PARCEL?

A: If your parcel has been despatched, we unfortunately cannot change the address or redirect the parcel. However, if the nominated address is closed and a delivery attempt fails, you’re able to contact the delivery provider and request redelivery to an alternative address.
B: If the parcel hasn’t been despatched yet, please get in touch with us by phone and we will try our best to change the address for you.


WHAT SHOULD I DO IF I HAVE AN UNCOLLECTED CLICK & COLLECT ORDER?

For any parcels that weren’t collected before our stores closed, we’ll arrange a redelivery for as many parcels as possible. However, if you still have an uncollected Click & Collect order, please contact customer services and we’ll be more than happy to help.


I’M CURRENTLY IN QUARANTINE BUT NEED TO RETURN SOMETHING – WHAT CAN I DO?

We’ve now extended our returns timeframe to 90 days until further notice for all full price and sale items (this includes anything already purchased in March) to make returns easier for you. Our stores will also accept returns when they reopen too.
If you’d like to return an item sooner and you or a family member cannot visit a post office, one return option is to book a parcel collection from your home address. Companies such as DPD and DHL offer a collection service from around £6.50.


WHAT’S YOUR DISTRIBUTION CENTRE DOING TO PROTECT ITS STAFF?

Our distribution centre has put in place a number of measures aimed at keeping its staff safe and preventing the possible spread of COVID-19. Workstations have been moved to ensure that staff are always 2-metres away from each other, including when signing in and walking up staircases. Breaks have been scheduled to reduce the amount of staff in the canteen area at any given time and tables are spread out 2-metres apart. Hand sanitiser has been issued, together with posters giving instructions for proper handwashing techniques. The cleaning regime has been increased significantly, with a focus on regularly cleaning those areas frequently touched such as door handles, stair rails and door release buttons etc. To further reduce contact, drivers are not allowed on site. The health and safety of the staff at our distribution centre is as important to us as those we employ directly. We’re monitoring government guidance on a daily basis, working closely with our distribution partner to implement the latest advice.