IS YOUR DELIVERY SERVICE OPERATING AS NORMAL?
Yes, we are currently operating with our usual delivery services, including next-day and international.
ARE YOU ACCEPTING RETURNS?
Yes, we are still accepting returns either in stores or via the post where all refunds/exchanges will be processed within 7 working days of us receiving them.
HAVE YOU EXTENDED YOUR RETURNS TIMEFRAME?
Yes, we have now extended our returns timeframe to 60 days until further notice for all full price and sale items (anything already purchased in March until 15th July receive 90 days policy). 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 are 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 arranged a redelivery for as many parcels as possible. However, if you still have an uncollected Click & Collect order, many of our stores are now open for you to go in an collect your order, if not please contact Customer Services and we’ll be more than happy to help.
We’re slowly re-introducing our free Click & Collect service again to ensure our store teams can safely operate whilst managing this delivery option. Click & Collect will be available in all stores soon so please keep checking back with us if this is a service you’d like to use. To see if Click & Collect is available at your local store now, please enter your postcode at checkout.
I AM CURRENTLY IN QUARANTINE BUT NEED TO RETURN SOMETHING, SO WHAT CAN I DO?
We have 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 would 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 is 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.