An Update on the Coronavirus/COVID-19 Situation

In these difficult and testing times for businesses, we're doing everything we can to keep our people safe whilst still offering our customers the best possible service.

We wanted to draw your attention to some changes you may see to orders, deliveries, returns and refunds and also make you aware of the steps we're taking to follow all up-to-date guidelines from the government.

As the situation is changing daily, we'll update this information regularly to keep you informed.

Receiving Orders

Our teams are working tirelessly to ensure we can continue to deliver your orders. If you do not receive your order within the time specified we would recommend tracking your order before contacting us.

Track your order online. Go to Contact Us - Tracking Your Order

Can't find the help you need? You can chat to us. Simply click the chat button which will be displayed below when a customer service representative is available. This will typically be from 08:00 to 22:00GMT.

To contact us outside of these hours please complete the online enquiry form. Go to Contact Us - Make an online enquiry

DPD and Royal Mail Parcel Delivery and Collections

DPD and Royal Mail continue to implement new plans in response to the Coronavirus situation in the UK following advice issued by the government. This information is developing and ever changing.

With immediate effect, customers will no longer be asked to sign for deliveries using the handheld units. Instead, the delivery driver will sign for it and record the recipient's name and a 'Delivered on Authority' message in the signature.

With this new process you will still get your track and trace functionality, giving you complete visibility of all your parcels.

Returning Items

We understand that there are times when you may need to return an item to us. We have tried to make our returns process and any related charges as straightforward as possible.

To get started with your self-service online return please go to Contact Us - Returning your item. Enter your invoice number (CI Reference) and email address and follow our very simple steps to return your order.

Need help completing your return? You can chat to us. Simply click the chat button which will be displayed below when a customer service representative is available. This will typically be from 08:00 to 22:00 GMT.

To contact us outside of these hours please go to Contact Us - Make an online enquiry and complete the online enquiry form.

Processing Refunds

We are currently experiencing delays in receiving returned items and high absence rates within our own business. Our commitment is to process refunds within 14 working days upon receipt of the returned goods.

Contacting Our People

We are very much open for business but we anticipate that our absence levels will increase as will be the case for most businesses across the UK. This may impact the waiting times on our LiveChat messaging service as well as the time it takes us to respond to your emails.

We have issued detailed communications to our workforce to ensure they are fully briefed on the latest situation. Our advice to them is based on official government guidelines and all our people are aware of the correct process to follow in the event they feel unwell or experience flu-like symptoms.

At present, businesses like ours are advised to continue working and we are taking all the safety precautions possible to protect our staff and continue to offer you our uninterrupted services.

We thank you for your continued patience at this time.