With the outbreak of COVID-19, we'd like to assure our customers that we’re responding to the crisis by making some important changes to our online services, in order to protect both our employees and our customers.
These are challenging times for everyone, so we’d like to thank our amazing colleagues for their commitment in helping our customers. We’d also like to thank you, our customers, for your continued support and understanding during these exceptional times.
Customer Services opening hours
Our Customer Services will be open between 9.30am and 6.00pm (BST), Monday to Thursday and 9.30am and 5.30pm (BST), Fridays.
Our Customer Service Advisors are working remotely, away from the contact centre, in accordance with the latest instructions issued by the UK Government. This means we're still on hand to help you with any enquiries that you may have – so do get in touch if you need their support.
Our delivery partners have made some changes to how they will deliver your orders. They will no longer ask you to sign for your order, but will ask for your permission to sign on your behalf. Where possible, they’re also encouraging customers to respond to delivery emails or SMS notifications selecting a ‘safe place’ option, so your order can be left securely, without any interaction between you and the driver.
We understand that it's difficult at the moment and non-essential travel should be avoided. Therefore, we're currently waiving our 30-day return policy and have extended this to 90 days (or later, depending on UK Government advice). All we ask is that you return the goods to us in accordance with our Returns Policy available here