Covid-19 Latest Updates and Information


We're reopening more stores. 

We can't wait to see you.

 

We are pleased to update you, our loyal customers, that we are reopening more stores.

 

In line with government advice and with the health and safety of our customers and colleagues still a top priority, this will be a phased approach with some new processes in place to help protect you us all.

                

When planning your visit, we ask that you please follow our new guidelines, put in place for your protection and ours too.

To keep you safe, please help us by

Not entering if you have symptoms

Following recommended hygiene practices

Following local guidelines on face coverings

Queuing when the store is at capacity

Following the one way system

Paying by card

Keeping a 2m distance

With these new safety measures in place, we look forward to seeing you in-store again soon. This will be a gradual process, so please bear with us as we begin the next part of our journey and refer to your local store page for more information. We thank you for your continued patience, understanding and support.

 

For your safety we recommend booking an appointment for personalised advise, kit recommendations and in-store services.

- Can I now order with Click and Collect? 

 

     You can now order with click and collect from these reopened stores:

 

- I have an outstanding click and collect order from one of the stores that remains closed

  • If you were unable to collect your order before our stores closed, please contact our customer service team and arrange an alternative delivery method or a refund. With the current situation and volume of calls it would be best to use our live chat service or email to raise direct questions. 

Our online orders and deliveries

We’ve extended our returns period to 100 days for all orders, so you can still shop online with confidence. For more information on orders, delivery and returns read our FAQs below.

Returns

 

- If I’m self-isolating, how do I return a product?

  • If in doubt, contact our customer service team so they can log notes on your account if you are experiencing difficulties in returning items within the time frame
  • By using direct chat or email, our customer service teams are able to assist you better.

- Can I still order online? 

 

  • Yes, we are still operating as normal. We might experience some delays in getting your orders out, but we are endeavouring to deliver on time.
  • We are following the advice of Government agencies, including Public Health England, and current Government requests.
  • If you have any questions or concerns, please continue to check here for the latest information or use our live chat service to raise direct questions.

 

- Can I still receive orders via carriers?

 

  • Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the guidance from PHE for people to wash their hands more often than usual using soap and hot water. 
  • Our carriers have adopted safe delivery practices which lessens the contact with the drivers. Where you can, please indicate a safe place for parcel drop-offs. See our guidelines for deliveries.

 

- What if I’m self-isolating or I do not wish to come in contact with a delivery driver?

 

  • The drivers are not approaching customers, they are respecting safe handling procedures. If there is not a safe place that has been designated, they will attempt to deliver the package by notifying the customer there is a package to receive, standing back 2 meters from the package, letting the customer collect the package, and signing the delivery acceptance on behalf of the customer.
  • Customers do not have to receive the parcels directly from the courier or even have to sign for the parcel. The driver will ask for the name of the person accepting the shipment and will sign on their behalf.
  • Using a safe place for a package to be left is an option if you do want to avoid contact with a driver.
  • If a delivery is attempted and you do not respond, a card will be left to arrange a new method of delivery.

 

- Are deliveries running on time?

 

  • The safety of our colleagues is our top priority, so we have implemented social distancing safety measures in our warehouse. Whilst we are working around the clock to get your delivery to you, you may experience some delays. Thank you for your patience and understanding.

 

Our employees and safe ways of working

 

- Warehouse and customer service staff

 

  • We have introduced safe ways of working that include all staff and contractors in our warehouse environment to minimise risk.
  • Our Head Office teams are working from home with experts on hand to help customers enjoy the outdoors in a sustainable and safe way. 
  • Where possible we are minimising physical contact, increasing hygiene measures and enhancing daily cleaning routines. 
  • We are constantly improving safe ways of working in accordance with government and Public Heath England advice and legislation.