Coronavirus (COVID-19) Information
Last Updated on the 5th January 2020
Following the announcement of a national lockdown on the 4th January, the majority of our team are operating remotely to minimise the spread of COVID-19 and protect the NHS. Due to our readiness, this is not significantly impacting product availability or delivery times at this time. You can, therefore, place an order online or by telephone with confidence.
Please be aware that due to the rapidly changing situation, there may be delays to the delivery of some products on occasion. Whilst we aim to update the estimated delivery times on product pages, this isn't always possible due to the rate of change. But should you have any questions, please contact our Customer Care Team by live chat or telephone.
Whilst our Customer Care Team get accustomed to working remotely, it may take a little longer to reply to your enquiries. We therefore ask you to be patient at this time and remind you to check the spam folder of your email, as our replies can sometimes fall into there.
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 current situation.
Impact on Delivery Times
Whilst we are not aware of any significant delays, additional safety measures being introduced at our depots may cause delays in the delivery of a few products at this time.
In the vast majority of circumstances, we are updating the estimated delivery time on products pages and this will be displayed below the 'Add to Basket' button. But please note that this may not always be up to date due to the current pace of change and that all delivery times shown are estimates.
Impact on Stock Levels
Whilst we are not aware of any major stock issues, additional safety measures being introduced at manufacturing facilities may cause the availability of a few products to change at short notice.
In the vast majority of cases, 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 safety measures being introduced at our offices.
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 may take longer for us to respond to enquiries due to safety measures being introduced at our offices and our team working remotely.
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).
We thank you for your patience and understanding at this time.