CORONAVIRUS (COVID-19) - INFORMATION FOR OUR CUSTOMERS
For 25 years, our mission has been to serve you – and rest assured, that will continue. We feel that although we operate mainly online, the morally correct thing during this national crisis is to ask all our staff to remain at home to avoid the spread of the virus.
Here are some common questions we're being asked that might help:
How can I contact you?
For the foreseeable future, we aren't offering telephone support from our customer services team. Please email firstname.lastname@example.org with any questions you may have, we are here and will respond. Like a lot of businesses, these are unprecedented times and our staff are doing their best to serve you, please be nice to them.
Can I still order online?
Yes, absolutely. We are shipping orders every day with no service interruption. Our couriers are still collecting so there is no reason you won't get your order.
I've returned my order, when will I get my refund?
Unfortunately, due to the current Covid-19 situation our returns staff have been sent home in line with Government guidelines. Therefore, there is a delay with processing returns, please allow at least 14 days (possibly longer) from returning any items to your return being processed.
Is your shop closed?
Yes, our shop is currently closed. This is a rapidly changing situation and we will continue to follow the advice of the Government and Public Health England and will reopen once they inform us it's safe to do so.
Should I be concerned about touching an order I have received?
Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages.
I have a faulty item / warranty issue outstanding
We are working with suppliers to resolve any outstanding issues but many have closed or are operating a skeleton service so there may be unavoidable delays in resolving these at present.