COVID-19 Update

Last updated 21.05.20

During this unprecedented time our priority is to protect the health of our customers and employees.

Our website is currently operating as normal, but we may make adjustments from time to time to ensure we are providing you with the most consistent, reliable service. If you don’t see your question answered below please get in touch with our customer service team for further assistance.

FAQs

Can I still order online?

Yes, our website and delivery service are operating as normal and most orders are being processed on our standard next day delivery service.

When will my delivery arrive?

All orders are booked out on a next day service but due to certain circumstances such as delivery location or cut off times, orders may take a day or two longer so please be patient with us if this affects you. For full details of our delivery service visit our delivery and tracking page.

What precautions are you taking in your warehouse to protect against spread of COVID-19?

We’re following Government and NHS guidelines to navigate our work environment. Our business relies on our warehouse staff and we are taking care to ensure all employees are following correct protocol to keep themselves and their colleagues safe. All staff are required to wash their hands before they enter the warehouse and at regular intervals throughout the day. Employees have been asked to respect colleagues space and will be sent home for isolation if they are exhibiting either a raised temperature or a new cough. In the warehouse we are working in smaller teams and have ensured that nobody travels on public transport by car sharing to minimise unnecessary public contact.

What precautions are your couriers taking to prevent the spread of COVID-19?

To help minimise personal contact upon parcel delivery our courier DPD will no longer ask customers to sign handheld units. Instead drivers will sign on your behalf, recording your name and a ‘Delivered on Authority’ message in the signature section of the unit. For a full update on how DPD has implemented extra measures in response to COVID-19 to manage their operations please visit the DPD COVID-19 bulletin.

Are your stores open?

Most of our stores remain closed but some concessions within garden centres are now open. These stores are in Ditchling, Norwich, Nottingham, Morpeth, Huntingdon, Widnes, Bordon, Cardiff, Chesterfield and Stockport. For the addresses and opening hours of these stores go to procook.com/stores.

What are you doing to protect staff and customers in store?

We are complying with all government guidelines around operating our business to protect against the spread of COVID-19.

Our staff are provided with detailed guidance around travel to work and behaviour in store in order to protect themselves and our customers, and are required to log and report this activity to ensure all instructions are adhered to.

We will be limiting customers numbers in our stores at any one time to make sure everyone can maintain social distancing and keep 2m apart. We shall also be asking all customers to wash their hands or use hand sanitiser before entering. We will be encouraging customers to wear their own face masks in store.

Throughout the day tills and all surfaces and touch points in our stores and back offices will be cleaned thoroughly and regularly.

We have supplied our staff we the recommended PPE equipment which includes till screens, gloves and face masks.

I bought something in store, can I return it via post?  

Due to current restrictions relating to COVID-19 we can’t currently process refunds for items that were bought in store, so if your store receipt is dated after the 22nd February 2020 and you would like a refund please hold on to your items until our stores reopen when we will honour this for you.

To exchange a store purchase or if you purchased an item that is faulty and are happy to exchange it for another identical item or an item of the same value please contact our customer service team.

For full information about how to return your items visit our returns page. 

We will continue to update this page as more information becomes available.