COVID-19 (Coronavirus) Update

How coronavirus may affect our website service levels

Our business is currently putting plans in place to ensure our services run as smoothly as possible over the coming weeks, with growing uncertainty over how COVID-19 (Coronavirus) may affect workforces across the country. We have been in regular dialogue with our suppliers and they are providing us with consistent updates regarding stock levels. We are also monitoring and following government guidelines regarding health and safety measures for our staff.

This being said, the impact of the COVID-19 (Coronavirus) pandemic has been unprecedented throughout the world, and it may be the case that we see a reduction in our workforce over the coming weeks as people are advised to self-isolate. It is likely that the COVID-19 virus will also affect the staffing levels of our supplier and courier services. We understand that our customers rely on our products for independent living and we will endeavour to keep you updated during these unprecedented and unpredictable times. We ask for your patience and co-operation as part of these exceptional circumstances.

Customer service information

Under guidance from the UK Government, we are encouraging as many colleagues as possible to work from home to help prevent the spread of the COVID-19 virus – this includes our customer service team members. As a result, this may impact our telephone answering capability over the next few weeks so we’re advising all our customers to email us on [email protected] with any queries as this will be the most efficient way to reach us.

Out of stock products

Due to the global COVID-19 (Coronavirus) pandemic, we have seen an unprecedented demand for our products, especially antibacterial and related products, including hand gels, hand wipes, disposable gloves etc. This has unfortunately resulted in many of these items becoming out of stock within a very short time frame. We apologise for any inconvenience caused and are offering a full refund to those customers who we are unable to deliver orders to.

Changes to our next day delivery service

Due to the unprecedented number of increased orders we've received since COVID-19 (Coronavirus) arrived in the UK, we have temporarily paused our Next Day Delivery Service to avoid disappointment from our customers as our warehouse reaches its service level capacity. Please be assured that we are doing everything we can to deliver our customer orders as quickly as possible and we appreciate your patience and co-operation during this unpredictable time.

White Glove Delivery Service

Products on our website which include White Glove Delivery are still available to order. We will ask customers to confirm if they are self-isolating or have tested positive for COVID-19 when arranging an appointment. For customers who are not self-isolating, not showing symptoms or have tested negative for COVID-19, an engineer will attend your agreed appointment whilst following social-distancing guidelines set out by the UK Government.

Advice for our customers

We are aware that many of our customers are older or living with an underlying health condition, which puts you at greater risk if you contract the COVID-19 virus. Below are the NHS guidelines on how to help prevent catching or spreading the virus and where to find the most reliable sources of information.

  1. When you arrive at home or work, make washing your hands your first priority
  2. Wash your hands for at least 20 seconds (the time it takes to sing “Happy Birthday” twice)
  3. If soap and water isn’t immediately available, keep hands clean with hand sanitiser gel or wipes
  4. Keep your hands away from your face
  5. Cough or sneeze into a tissue (not your hands) and throw the tissue in the bin immediately
  6. After coughing or sneezing, wash your hands straight away
  7. If you see someone who looks unwell, try to avoid close contact with them 

For up-to-date information about the virus, by sure to visit the Government website here: https://www.gov.uk/government/topical-events/coronavirus-covid-19-uk-government-response If you’d like more medical advice on symptoms, or what to do if you think you may have coronavirus, visit the NHS website: https://www.nhs.uk/conditions/coronavirus-covid-19/