Following the recent outbreak of Covid-19 in the UK, we along with our courier service provider have put in place a number of measures to protect our customers, so we can make sure that our business is as prepared as possible.
Our business is open as usual. Therefore, we will be able to take orders and fulfil them.
We would like to reassure you that we are actively following all government guidelines as health and safety remains the top priority across our business to protect our customers and our people. Public Health England has advised that people receiving parcels are not at increased risk of contracting the virus as it doesn’t survive long on non-metallic surfaces.
There is currently no impact on our parcel delivery services but you will see some differences in how your courier will go about delivering your parcel from now on as we reduce physical contact.
General Message about our service
The UK's home delivery industry is experiencing high demand as a result of the lockdown. We are working hard to deliver to you in these unprecedented times however your parcel may arrive a little later than planned. Thank you for bearing with us.
Protecting our customers
There’s a lot that is still unknown about the Coronavirus but we know it’s best to minimise physical contact to stop the virus spreading. Because of this, we’re encouraging all of our customers to choose their preferred safe place for deliveries by following the Track & Divert link in the parcel notifications we or our courier service provider send.
If a safe place hasn’t been chosen but there is somewhere safe to deliver the parcel, the couriers will leave it there, even if there’s someone in the property – they’ll take a photo which will be included in the delivery notification email.
If no safe place is available or a signature is required, they’ll knock on the door and step aside making sure the parcel is delivered safely. For those parcels requiring a signature, couriers have temporarily been given approval to confirm receipt on behalf of a customer; but only when that customer has answered the door and given them permission to do so. This has been put in place to minimise contact. If there is no answer, the parcel will be returned to our depot and we will attempt delivery 3 times.
Returning your order through the courier collection
In line with government guidance, our courier service provider is limiting contact between our customers and the couriers for deliveries and collections. If you’ve arranged a return through courier collection, please specify a safe place for collection, and leave your parcel in the designated safe place for our courier to collect. If you don’t specify a safe place, or a safe place isn’t available, our courier will knock on your door, and step back 2 steps to allow you to place the parcel on your doorstep. After you’ve done so, please step back 2 steps or close the door to ensure a contact-free collection.
We will continue to do everything we can to support our customers and people so we can carry on running our business and delivering parcels.