The well-being and safety of our people and our customers is of paramount importance to us, and we are doing everything that we can to play our part in helping to mitigate the spread of Covid-19. We are of course following advice from the governments and public health authorities in the countries in which we operate across the world, which in some cases entails shop and office closures. Our priority is to look after our teams and customers as best we can in these scenarios. We are working with each individual team member to come up with an option that gives them the best level of financial protection possible.
We have also launched an extensive range of our own operational procedures and precautions in order to help limit the spread of COVID-19 and keep our people and our customers safe.
Our amazing teams around the world are working tirelessly to make sure that our business continues to run as efficiently and resiliently as possible during these exceptionally challenging times. Our overriding objective is to look after our teams, and our teams’ overriding objective is to be here for our customers.
Our brand is built on an unwavering commitment to providing our customers with an outstanding level of quality and service. In this period of uncertainty, one of the absolute certainties for us is that we will continue to focus on maintaining that high standard to the best of our abilities.
In addition to the precautions that we are taking in our stores, we have extended our returns policy to 60 days in recognition of the fact that some customers may find it harder to return their goods. Please note returns, refunds and exchanges may take up to 3 weeks to process. We quarantine all return items for 48 hours as a matter of precaution. We will continue to provide updates on delivery options and timelines for online orders, and all of our delivery partners are of course following strict government guidelines for the safe and secure delivery of orders. Please note deliveries will take longer and may be subject to delays. Pick up shop delivery options and other collection points will be available in line with government guidelines.
Inevitably, certain elements of our operations may not be as smooth and seamless as they are normally given the exceptional circumstances under which we are operating, so we would like to thank our customers in advance for their patience and understanding.
Please see our Customer Experience revised hours of service: 9 AM -9 PM ET 7 days per week with reduced hours over public holidays. You can send an email to firstname.lastname@example.org and we’ll get back to you as soon as possible. We may have limited phone service available as we work remotely and do not currently offer a phone order service.
we have implemented enhanced hygiene protocols and are providing regular briefings to ensure that all of our teams are aware of the new measures. In addition, we are now running separated shifts with no overlap in order to minimize the number of employees onsite at any one time. In our offices, we are encouraging remote working wherever possible and are in daily communication with our teams to ensure that they are receiving all the support from us that they require.
- Monday to Friday service delivered between 9am-5pm excluding weekends and public holidays.
- Orders will arrive within 5-7 working days, outlying areas may take longer.
- Delivery Duty Unpaid (DDU) basis. Prices are exclusive of all taxes and duties. USA VAT is not charged. Please contact your local customs office for further details regarding current tax and customs rates as well as any shipping restrictions to be aware of.
- Please note the International returns are not free, and we do not include a free return label for international shipments. You can return your order using any trackable postal service and you’ll need to cover the postage costs yourself. Please find further details on how to return your international order in our returns section.