Last updated 24.09.21
As we meet the challenges of this unprecedented time our priority is to protect the health of our customers and employees.
We are 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.
Are your stores open?
In line with Government guidelines all our stores are currently open. For the addresses and normal opening hours of our stores go to procook.co.uk/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.
From 19th July the Government requirements for stores in England have changed. Whilst we are taking first steps towards hopefully bringing things back to normal in stores, for now we remain cautious and intend to keep looking after our staff and customers as much as possible. We will therefore be upholding the following guidelines in English stores:
- Mask wearing is no longer required from staff or customers in ProCook stores but we support any customers who wish to observe mask wearing
- We encourage our staff to keep 1-2m distance and wash their hands regularly, and support any customers observing social distancing measures
- We will still be limiting customers numbers in our stores at any one time but have increased this limit by 50%.
- Our sanitiser stations will remain in place and we encourage customers to use them. We can provide gloves and face masks to customers who request them.
- We have kept our COVID safe cleaning routines in place; tills and all surfaces and touch points in our stores and back offices will be cleaned thoroughly and regularly.
For stores in Wales, Northern Ireland and Scotland all previous restrictions are in place – we’ll update this page as guidelines change.
If you would like to know more about how your local store can accommodate your particular needs please call ahead before your visit and we will do our best to support you. All telephone numbers for stores can be found here.
Can I 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.
Do you deliver to international destinations?
In accordance with international restrictions to exports from the UK we are currently only able to deliver within the UK. For the most up to date information on this situation please go to our delivery and tracking page.
I’ve placed an international order – when will I receive it?
Unfortunately border controls at many European countries mean that we have currently suspended all international shipping. We will be in touch with all international customers who have outstanding orders as soon as we can, so please bear with us as we get to your order. Customers in Northern Ireland and the Highlands and Islands are unaffected.
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. In the warehouse we have implemented a team structure and shift patterns that reduce risk for our workforce. 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 any symptoms of illness.
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.
We will continue to update this page as the situation changes in the UK around covid-19 restrictions.