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CORONAVIRUS INFORMATION FOR OUR CUSTOMERS


Last updated 09.58, 23 March 2020

We know this is a time of great uncertainty and change, so we want to keep you updated with the steps we are taking to support you during the Coronavirus pandemic.

As a company, our top priority has always been the health of our hardworking team and dedicated customers. That is why we are continuously monitoring the advice provided by the UK Government and the World Health Organisation.

 So, it is with a heavy heart, that we have made the decision to close our physical stores temporarily from the end of the day on Sunday 22nd March. This is in a bid to protect the wellbeing of our team and customers, as well as doing our bit to stop the spread of Coronavirus.

Our doors have been open for 125 years, so rest assured they will open again, and when they do, we will be there ready to warmly welcome you back.

However, just because our stores have closed, doesn’t mean you have to miss out – you can still shop online at robertgoddard.co.uk and stay updated with our social media channels.

We will be regularly updating this page with the latest information. 

                                                                                  


FAQs: COVID-19


Why have you closed your stores?

As the current crisis continues to unfold, we believe it is in the best interest of our team, customers and community to close our stores. 


Is the website still operating?

Our website and social media channels are fully operational.  


How long will the stores be closed for?

At this time we are unsure. As we are sure you can understand, the situation is changing by the hour, so we will continue to follow the advice from the UK Government.


What if I'm waiting for an in-store order?

If you have placed an order in-store, please get in touch with us on our online chat or via online@robertgoddard.co.uk and we will look into this further for you.


What if I have a Gift Voucher?

We will provide a 3-month extension on all gift vouchers which will be extended further if stores remain closed for a longer period of time.


Am I safe touching my online order once it arrives?

Our packing team have also increased their hygiene procedures, although Public Health England has announced that there is no current evidence that coronavirus can be transmitted through packages.


Will my online order arrive on time?

Due to circumstances, please be aware there may be a slight delay in receiving your order. We are in direct contact with our courier and should this change, we will update you accordingly.


Why can’t I select the next day delivery option?

We have been advised by our courier that they cannot guarantee special deliveries at this time, we hope you understand.


Are refunds delayed?

We process our refunds once your order has arrived back to us and the refund can take 3-5 working days to process, depending on your bank.

Due to the current crisis, our Head Office team are working as a reduced team, so be aware there may be a short delay on refunds, but we will keep you updated.


Is Click & Collect still available?

Unfortunately, our Click & Collect delivery option is temporarily unavailable.


I have an enquiry – how do I get in touch?

Some of our Customer Service team are temporarily working from home but we are still operating during our usual working hours (Monday-Friday: 08.30 – 16.30).

We do ask if you have any non-urgent queries to contact us using our online chat, social media or email us at online@robergoddard.co.uk.

Our phone lines are still operational, however, due to an increased volume of calls, we advise trying other methods of contact in the first instance.


I am in self-isolation and can’t return my order – what can I do?

We are extending our returns policy from 14 days to 30 days to accommodate those who may not be able to leave their house at this time.

 

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