Coronavirus information

Hello,

On this page you’ll find service updates and information about the safeguarding measures we’ve put in place in reaction to the Covid-19 pandemic. We’ll keep this page up-to-date and will also post changes on our social networks and email. Our usual channels are open – phone, chat and social. If we’ve not covered a question below, do let us know.

Our colleagues

In line with UK Government guidance, we’ve changed our warehouse shift patterns to reduce the number of people on-site at any one time. We have rigorous new cleaning protocols for all shared surfaces and equipment. All warehouse employees have PPE and are following the social distancing protocol.

Our Customer Care team now work from home, as do our head office colleagues.

Orders

We continue to trade online 24/7 and our Customer Care team can be reached through phone, chat and social media on a temporarily reduced schedule: 9am – 5pm (BST) Monday to Sunday.

Standard UK delivery and Express delivery (next day) is currently running as normal for orders placed Monday to Friday before 4pm. Orders placed after 4pm on Friday are likely to take a little longer as our warehouse is now closed at the weekend.

Our courier partners have put in place non-contact options to safeguard their customers and staff. Read more here.

Collect+ is currently unavailable.

International Deliveries

Some international delivery services have been restricted or are liable to delays. Please check our delivery page for service options. Where standard delivery is available, there may be delays due to limited availability of in-country postal services. Rest assured though that your parcel will reach you, it may just take a little longer than you would normally expect.

US Customers: Our US Standard tracked delivery and US Express delivery are still available. US Standard Tracked may take a day or two longer to reach you but full tracking and contactless delivery are available so please refer to your tracking links for updates once your order has shipped.

Returns & Exchanges

We have extended our Free returns period to 90 days. We are prioritising the processing of returns and protecting our colleagues, therefore our turnaround times are taking a little longer than usual. Please allow additional time before contacting us about your refund.

Please only return your items if it is safe to do so