Last updated 04.01.21
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.
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.
Are your stores open?
Following the latest Government announcement of the 19th December 2020 the following stores are now closed: Cardiff, Bridgend, Bishop’s Stortford, Chatham, Ashford, Braintree, Hatfield, O2 Icon, Portsmouth and Wembley.
For up to date details around which of our stores are open please go to our stores page.
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. We shall also be asking all customers to wash their hands or use hand sanitiser before entering. All customers and staff are required to wear a face mask in store. We have supplied our staff we the recommended PPE equipment which includes till screens, gloves and face masks which are available for customer use if you have not come equipped with your own.
Throughout the day tills and all surfaces and touch points in our stores and back offices will be cleaned thoroughly and regularly.
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.
We will continue to update this page as the situation changes in the UK around covid-19 restrictions.