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Important Coronavirus (Covid-19) Information for Customers

Last updated: 21st April

As a result of the on-going Coronavirus (Covid-19) outbreak and based on current available advice, we are making some changes to the way we work to protect both our employees and customers. All employees who's roles allow them to work from home are now doing so. 

This page will be updated to reflect our current service availability as the situation progresses.

Dispatch and Deliveries

We continue to have capacity to dispatch most* orders as normal. However, courier networks are experiencing significantly increased parcel volumes and delays should be expected. Orders may arrive with different couriers than usual. During particularly busy periods, our website will no longer offer Next Working Day delivery as an option.

*Custom and Terminated Cables - due to social distancing requirements we have more limited capacity for these orders and cables may take longer to dispatch than usual. This will be shown on the product pages and when you add to basket.

*Arranged Delivery services - where we'd usually move to a room of your choice, unbox or assemble an item: these orders will now be drop-off only for single person deliveries. To minimise contact, we will leave your order at your doorstep and you will need to bring it into your home. Our drivers will sign for orders on your behalf. Any order for an item requiring a two person delivery will be given the option of either a palletised service or waiting until current social distancing advice changes.

Couriers are changing their delivery processes to accommodate self-isolating customers and reduce contact to minimum levels. For example, DPD are no longer handing customers devices to sign and shop pick ups are suspended. You can find more information on individual carrier websites.

Direct Delivery, Back Orders and Special Orders

Some suppliers are sending directly to customers where this previously wasn't an option. For such orders, items may arrive faster than usual. However, other suppliers have seen disruptions and some non-stock orders are taking longer to fulfil than normal. 

If you need something quickly, we recommend shopping for in stock items.

Order Cancellations

As a result of increased demand, orders are being collected more often by carriers, including at weekends. Your order may already have been dispatched even if you are yet to receive dispatch confirmation and tracking information. We will try our utmost to facilitate any cancellations but ask you please inform us as early as possible in writing using our contact form, please include your order number.

Requests received before 8am are much more likely to be possible - orders may leave us at any point after this time.

Phone Calls, Live Chat and Email

Our sales team are working from home but due to high demand, there may be some delays in responses or calls may be missed. 

Collections

Click and Collect orders - pickup unavailable, please contact us to make delivery arrangements.

Returns and Warranty Handling

Returns are still being processed with the following advice:

  • Please anticipate delays to return handling
  • You may have more limited return options as many drop-off points have closed
  • We won't be able to accept customer drop-offs in person at this time

Warranty service is still available for most products, however some service centres have closed or are running a limited service. The situation for any specific brand may change at any time and turnaround times are unknown. We appreciate your patience.

You may wish to wait until the situation improves before returning your item for repair.