When is Trading re-opening and how?
After closing its doors on 23 March, our warehouse re-opened from Friday 15 May with limited staff and extra safety measures in place.
We will continue to closely monitor official guidance and adapt accordingly. We are unable to confirm when full Trading service will resume.
Orders can be placed online. Please do not visit our warehouse at this time.
What are you doing to ensure staff safety?
A very limited number of staff will be working in our warehouse from Friday 15 May.
Staff have volunteered to be first-returners and vulnerable staff or those with care/childcare responsibilities will not be asked to return to work at this time.
Following government and HSE guidance, we are focusing on social distancing and hand washing as a preventative measure.
We have implemented staggered work patterns and breaks, additional cleaning, one-way systems and training and support.
How long will my order take to arrive?
We are limiting the number of warehouse staff working at any time, so that we can operate our warehouse safely at this time. This will limit the number of customer orders we can process each day.
Our priority is processing the backlog of orders, starting with those placed in March and April.
I placed an order a few weeks ago, how do I know if it has been processed?
As we have only recently opened we are initially processing the backlog of orders on our system. Please bear with us as we get up to date.
Your debit/credit card is only charged when your order is dispatched from our warehouse, not when you placed your order. Please check if your payment card has been debited. You should allow a period of approximately a week for delivery from the date of your card being debited. If your payment card has been renewed since your order was placed, please get in touch.
If you then have not received your order or have a query about it please contact our customer service team, preferably via email firstname.lastname@example.org or by calling 0161 941 2237 so they can check the processing information on our system.
Can I place my order over the phone?
If possible, we ask that you place orders on our online shop as this is the easiest way for us to process them and it will mean that the order is dispatched quicker to you. If though, you are unable to place orders online or are having problems using our website please contact our customer service team, preferably via email email@example.com or by calling 0161 941 2237 so they can assist you with placing an order.
How will my order be delivered to me?
Orders might take longer to arrive once dispatched as our couriers also manage the effects on their services from Covid-19.
With the exception of small orders sent by Royal Mail letter post, all deliveries are normally signed for. Courier companies have made changes to the way that they deliver in order to protect their staff and customers, and should drop your order off without any contact with you at this time. If a signature is required, they will sign on your behalf.
For larger orders sent out by carrier, if a valid email address has been provided you will receive an email from the carrier letting you know when to expect the order.
Some international shipments may experience delayed delivery times. Unfortunately, the delays are out of our control. We apologise and ask for your patience and understanding.
Are volunteer shops open too?
We are asking volunteer shops to follow government advice. They will reopen only once it is safe to do so.
Can I return an item for exchange or refund?
Please return the item as you would normally. It may take us a little longer than normal to process the refund/exchange due to having minimal staff on site.
I’m self-isolating/ having problems getting to a post office but want to return an item for refund or exchange, what do I do?
Please do not worry – we will be allowing extra time for returns. Please email the details to firstname.lastname@example.org so we can put a note on your account that you will be returning all/part of your order and then just send it back when you can.
When will Trading fully re-open?
We review the situation daily and are adapting our processes in line with government advice. We will keep you updated of any changes, and will continue to offer you our best possible service during this time.