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Coronavirus (COVID-19) Information

Last Updated on the 12th June 2020

Due to the unprecedented demand being placed on our delivery network and social distancing measures requiring us to operate with a reduced team, we are experiencing delays on delivery, stock, refunds and responses . Whilst we are working to minimise such delays, we must prioritise the safety of our colleagues and customers at this time.

Please see below for further information on how COVID-19 is impacting our delivery times, stock levels, refunds process, and customer service. This will be regularly updated to reflect the rapidly changing situation.

Impact on Delivery Times 

Due to safety measures being introduced at our depots and unprecedented demand being placed on the delivery network, there is potential delays on the delivery of all products at this time.  

On some occasions, we may also be forced to change the delivery date at short notice due to a sudden change in staffing at our depots or to prioritise essential projects being carried out. 

Where possible we are updating the estimated delivery time on products pages and this will be displayed in a blue box as shown below. But please note that this may not always be up to date due to the current pace of change. 

Impact on Stock Levels

Due to safety measures being introduced at manufacturing facilities and there being unprecedented demand, the availability of all products is changing on a regular basis at this time. 

Where possible, we are updating the availability of products on our website. But please note that this may not always be up to date due to the current pace of change. 

Impact on Refunds Process

Whilst we aim to process all refunds within 30 days of goods being returned, there are currently delays due to the unprecedented demand being placed on our Customer Care Team at this time. 

If you have requested a refund, we can assure you that a member of our team will look to process it in accordance with our policy and be in touch. We simply ask that you await a response and regularly check your email inbox (including your spam).     

Impact on Customer Service  

Whilst we remain committed to providing an unrivalled level of service to all our customers, it will take longer for us to respond to enquiries due to the unprecedented demand being placed on our Customer Care Team at this time.

If you have contacted our team via our website or email, we can assure you that a member of our team will be in touch. We simply ask that you await a response and regularly check your email inbox (including your spam).    

Impact on Quotes and Price Matches 

As we prioritise existing orders, we are not providing bespoke quotes or price matches. Instead, we ask that you use the resources found on most product pages, such as our installation guides and bespoke calculators. Also note that we are unable to reduce the prices displayed on our website at this time, but we're sure you'll find that they are incredibly competitive.  

 

We thank you for your patience and understanding at this time.