Covid-19 FAQ

Will my order be delayed?

We are seeing some delays at the moment at a few warehouse locations which we are monitoring closely. All of the major shipping carriers are operating as normal although many are seeing higher package volumes due to consumers relying more heavily on online orders. This is affecting some local delivery areas more than others, but also is causing some issues with scanning of packages for tracking meaning that products are in process even if the carrier doesn’t reflect that. We monitor all orders for shipping compliance and will address any delays as we find them.

Is it safe to receive orders?

The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low. You can find the latest information on COVID-19 on the information pages of the UK Government and the World Health Organization.

Why was my order cancelled? Why was my exchange refunded?

A small number of our suppliers are under “Shelter in Place” restrictions and have closed their warehouses. While we remove any impacted products as quickly as possible, due to the rapidly changing environment some orders may be placed before we can do this. These orders will be cancelled and any outstanding replacement orders refunded rather than shipped. In some cases, suppliers have limited staff and are unable to maintain accurate inventory counts.