Important Notice: Coronavirus Update

UPDATE 09/04/2020

In line with Government guidelines, we have imposed strict measures to ensure that our staff work in limited numbers and in a safe manner. This means that we have had to slow our processes down somewhat as our staff safety comes first. We are trying to get orders out as quickly as possible, but as you can imagine with more orders and social distancing to take into account, we are operating around 48 hours behind in shipping orders out.

Royal Mail - again are having more parcels going through their system and they are taking a little longer to reach you, please allow 10 days before chasing your order.

Telephone Orders - we have reduced numbers of staff available to answer the phone, and we are trying to prioritise those who are more vulnerable and who do not have online access. Please can you order online so that our phone lines are freed up for those who cannot get access to place their order. Please also can you email your enquiries through rather than calling as this again will free up the phone lines.

Customer Services - our team is again working on limited staff and we are prioritising emails and we are trying to get back to everyone as quickly as possible and may take up to 72 hours for a response

Please note that we are unable to amend, add or alter orders once placed

Please accept our sincere apologies for any inconvenience this may cause.

UPDATE 26/03/2020

International Deliveries

Please be aware that due to delivery issues caused by Coronavirus, any order received after 26/03/2020 for shipping to a non-UK address will not be accepted.
Please accept our sincere apologies for any inconvenience this may cause.

Showroom Hours

We have decided to close our showroom as a temporary measure to ensure the safety of our staff and our customers.

Online Sales & Deliveries

Our online sales department is still working business as usual and our courier companies are still operating business as normal. We are still dispatching goods (where possible) from stock. However, due to an increased volume of orders and staff shortages, it is taking a little longer than normal to process orders.

Our friendly sales team are still available online via email or you can call us on 0800 622 6225.

Royal Mail Latest

Most mail will be posted as normal. However, if your parcel is too large, or requires a signature the Royal Mail have taken the following steps:

In order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item. This will apply to all deliveries that require a signature.

Additionally, for all customers (including those who are self-isolating) where we need to deliver any parcel that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.

If you are unable to come to the door at all we will issue a ‘Something for You’ card, advising of other ways you can arrange to get your item. For example, by getting a friend or family member to collect the parcel from our local Customer Service Point on your behalf. In this situation, and to keep your mail as secure as possible, they will need to bring along the card we left you and a form of ID in the name of the person the item is addressed to.

Below is an update from our couriers at DPD Local:

As you would expect DPD Local has plans in place to deal with the escalating Coronavirus situation in the UK and across the world. We are aware that you, our customers, need to understand our response and we have therefore prepared the following update.

As the situation is extremely fast-moving we will issue updates weekly or more frequently if further announcements are made by HM Government.

1. UK parcel collection and delivery operation

At present all parcel operations continue as normal. All DPD Local depots and hubs are working as normal and we have no closures affecting any of our sites.

2. International Parcel collection and delivery operations

At present all international parcel operations continue as normal, including in Italy. All DPD depots and hubs in Europe are working as normal and we have no closures.

Our operation in Italy is NOT majorly affected by the restrictions introduced by the Italian Government and largely continue as normal, although there are some restrictions when delivering to certain business locations.

We are also seeing some reduced air capacity to destinations in the Far East, including China, Japan, Korea, Singapore and Hong Kong, but at present, this is only leading to 24-hour delays.

We will issue an International Destination Specific update next week. In the meantime, if you have any queries regarding individual destinations please contact your local Franchisee.

3. Our process in the UK if a customer refuses to sign a handheld device at the point of delivery due to fears of transmission of the virus.

DPD Local drivers can still make the delivery and will use the Deliver to Neighbour option available to them to capture an image of the property and a Proof of Delivery name. The driver can also sign the delivery screen and record this as a Refused to Sign incident which is referenced as RTS on tracking screens. These processes allow us to accurately capture and record all deliveries as we would normally do and to provide you with full track and trace reporting.

If drivers deliver to a location where it is known someone has the virus, they will deliver the parcel to a safe place. If a safe place option is not permitted the parcel will be returned to the depot.

4. Briefing our People

We have issued detailed communications to all our workforce to ensure they are fully briefed on the latest situation. All our advice to them is based on that issued by HM Government, which essentially says that we should continue to work.

We have issued detailed travel advice to all our people so they are aware of the latest information and know what to do if they have recently returned from abroad.

We have advised all our people of the correct process to follow in the event they feel unwell or experience flu-like symptoms.

5. Additional information

Further details are available at www.gov.uk and DPD Local will issue an update to this document as the situation changes.

For further advice regarding Covid19 (Coronavirus) please check the advice on .gov website