To all of our customers,
We’re facing an unprecedented shift in how we live our lives and I wanted to share with you the steps we are taking regarding the coronavirus (COVID-19) pandemic.
We continue to monitor and take guidance from the Home Office and World Health Organisation (WHO) daily, hourly even, to ensure we are being proactive and taking the appropriate steps and precautions to ensure the safety of all our valued employees, customers and the wider community.
Following government advice, we have implemented a reduced travel framework for our London and Oxfordshire sites, which will see our teams working remotely.
All stores will be closed from the 21st March until further notice. Should you be at home, Warehouse.co.uk remains open and we are delivering parcels as normal with updated delivery options upon checkout. Our delivery partners Hermes, DHL and DPD are taking additional precautions in line with government advice and will allow you to request that items are delivered contact-free if you are self-isolating.
Hygiene standards are always a priority for us. All of our stores, offices and distribution centres are cleaned thoroughly daily. However, as the pandemic continues to evolve in the United Kingdom and Republic of Ireland, we have taken additional action and have increased the level of cleaning throughout the day, regularly disinfecting all areas.
Your conversation means a lot to us, we want to hear from you during this period and our social and customer service teams are working hard to answer any questions you may have.
From everyone at Warehouse we hope you stay safe and look after yourself and your loved ones.
FAQs: your questions, answered
Please note: this page will be regularly updated
Last updated: 27/03/20
Is Warehouse.co.uk operating as normal?
Our website and app are fully operational, and we are dispatching orders as normal from our distribution centre. Our full delivery options will be displayed upon checkout.
Will my order arrive on time?
Yes, all orders are being dispatched on time and are fully trackable, with an estimated four-hour delivery window.
Is it safe to get my parcel delivered?
Our delivery partners will allow you to request that items are delivered contact-free if you are self-isolating.
Are your stores closed?
We have made the decision to close all stores from the end of day 21/03 until further notice. You can continue to shop online at warehouse.co.uk.
How long do you expect the stores to be closed for?
As the situation continues to develop, we will follow the guidance from the Government and Public Health England. We will keep you updated here, but in the meantime, we are still here for you to shop online at warehouse.co.uk.
How do I return an item I bought in store?
If you made a purchase in one of our stores you will have 28 days to return it to your chosen store, from the date it reopens. We will update you on store opening dates as soon as we are able to. If you purchased online, you have 28 days to return your item(s) via our free services. All returns must adhere to our usual returns policy and will be processed within 10 working days.
Is Click & Collect still available?
Our Click & Collect service is currently unavailable during the temporary closure of our stores. This service will resume as soon as our stores reopen.
Can I pick up an existing Click & Collect order?
Due to the temporary closure of our stores, you will not be able to collect your order in store. However, we will be in touch about reordering your order as soon as possible.
Why can't I get Next Day Delivery?
We've taken the decision to turn off all express delivery options from the 26th March. This is to enable our DC to adhere to government social distancing guidelines.
Is your Distribution Centre open?
We continue to follow the UK Government and Public Health England advice to ensure we maintain the safe running of our supply chain. We continue to prioritise the health and wellbeing of our employees, while also ensuring that we remain available to those customers who need us. We're working closely with our warehouse operator, CEVA Logistics, to ensure all our employees are following the appropriate guidelines. We've put a number of measures into place in the distribution centre to safeguard the workforce, including:
We continue to work with our delivery partners to ensure the continued safe delivery of online orders, including the option to request that items are delivered contact-free if you are self-isolating.
I have another question, what should I do?
We are still here to help. Please contact our customer services team here.