A Message About COVID-19 (Coronavirus) - Customer Updates

Washing Hands
By Inco
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A Message About COVID-19 (Coronavirus) - Customer Updates

This page will be updated regularly with any changes to our services as a result of COVID-19 (Coronavirus).

With information on COVID-19 (Coronavirus) changing daily it's only natural that our customers and team members have questions on what we are doing to help prevent the spread of germs whilst ensuring our services continue as normal. We are taking this matter extremely seriously and closely monitoring the situation by following all available advice from the World Health Organisation and Public Health England.

Our online stores are open as normal but delivery times may be longer. Our couriers are seeing a huge surge in shipments that may cause a short delay.

Our phone lines are open too but to enable those with urgent queries to get through please consider emailing us instead. We aim to get back to you within 24 hours. Alternatively, you can leave a voicemail but please remember to include your name and phone number.

Although it may take us a little longer, we’re always here to help! Please stay safe and check back for regular updates.

Thank you for your continued support during these unprecedented times.

Very best wishes,

The Team


Below are a few common questions we'd like to answer.


Question: Can I still order online?

Answer: Yes! Our online stores are open and we are accepting orders as normal. However, click and collect isn't available as our physical store remains closed.


Question: Will my order be delivered on time?

Answer: Our couriers are seeing a huge surge in shipments that may cause a short delay. A small number of parcels are seeing an increased delivery time. We ask that you allow an extra working day but please do contact us by email or phone if you're experiencing a delay.


Question: Has the order cut off time for next day delivery changed?

Answer: Our order cut off time for next day delivery has changed to midday. We will still be processing orders after this time but cannot guarantee they will be dispatched on the same day.


Question: Are there any confirmed cases of COVID-19 at our premises?

Answer: No, there are no confirmed cases at any of our premises at this time. All our team members are fit and healthy. We are continuing with our plans to prevent the spread of germs between employees and following government guidelines. Should this change we will update this page.


Question: Are there any issues with the websites or with placing orders?

Answer: We are seeing a huge increase in the number of visitors to our websites. As such you may encounter some slowness but it is something we're constantly monitoring. If you are encountering any issues, please give us a call to place your order by phone. With are also seeing a significant increase in phone calls and may not be able to answer straight away. However, if you leave your details we'll give you a call back as soon as possible. At the current time less than 1% of orders are seeing an increase in delivery time.


Question: What plans have you put in place to prevent the spread of germs between employees?

Answer: We have increased the personal space between all team members throughout our offices. Everyone has easy access to hand sanitisers and soaps. All workstations and restrooms are receiving increased regular cleans. Any employees that are feeling unwell have been instructed to stay at home. At this time only employees are allowed to enter our buildings.


Question: Is the Bolton store open?

Answer: Our Bolton store is temporarily closed. This is purely a precautionary measure.


Question: I've already placed an order for collection. Can I still collect this?

Answer: If you have already placed an order for collection, please get in touch by email or phone so we can arrange free delivery.


Question: Are you seeing any stock shortages?

Answer: We are not seeing any long-term stock shortages at this time. We have recently increased our orders to meet the growing demand. Stock is being monitored on a daily basis.


Question: Are there any shipping restrictions?

Answer: We are currently unable to accept order shipping to Italy. No other countries are affected at this time.


If you have a question we haven't answered, please do get in touch. We are seeing an increase in phone calls and emails but rest assured we are working as quickly as possible to reply to all queries.

Please Note: This page will be updated with new information as it becomes available. Last update: 04/04/2020.

17 March 2020