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Important Coronavirus (Covid-19) Information for Customers

Last updated: 6th 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 dispatch most* orders as normal with 99% of shipments leaving on schedule. We do not anticipate deliveries will be generally affected at this time, though local carrier staff shortages may cause delays in some areas. Our cut-off for expedited services is 2pm Monday-Friday, excluding public holidays.

*Custom and Terminated Cables - due to reduced staffing levels, these orders may take longer to dispatch than expected.

*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 suspended 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.

Most of our staff are now working from home, those who remain are working from separate areas of our warehouse and have received advice on how best to maintain hygiene and distance from each other.

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.

Otherwise, all such orders are being processed as normal.

Phone Calls, Live Chat and Email

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

Showroom Demonstrations and Collections

Our showroom is closed until further notice.

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

Delivery is available on most items, but a few are excluded, we'll let you know if this applies to your order.

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.

Part Exchange

Part exchange is still available with the following advice:

  • We won't be able to accept customer drop-offs in person at this time

Try it at Home

Our home trial service is still available with the following advice:

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