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Can I still order online?
Yes, they are still operating as normal. They might experience some delays in getting your orders out, but they are endeavouring to deliver on time.
They are following the advice of Government agencies, including Public Health England, and current Government requests.
If you have any questions or concerns, please continue to check here for the latest information or use their live chat service to raise direct questions.
Can I still receive orders via carriers?
Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects. This complements the guidance from PHE for people to wash their hands more often than usual using soap and hot water.
Their carriers have adopted safe delivery practices which lessens the contact with the drivers. Where you can, please indicate a safe place for parcel drop-offs.
Should I be concerned about handling a package?
Public Health England have stated that there is no current evidence to suggest that the virus can be transmitted from packages. Please ensure you follow government guidelines on safe handling.
Are deliveries running on time?
The safety of their colleagues is their top priority, so they have implemented social distancing safety measures in their warehouse.
Whilst they are working around the clock to get your delivery to you, you may experience some delays. Thank you for your patience and understanding.
If I’m self-isolating, how do I return a product?
Their returns period is 100 days for all Explore More members, for non Explore More members you have 30 days to return items to them
If in doubt, contact their customer service team so they can log notes on your account if you are experiencing difficulties in returning items within the time frame
By using direct chat or email, their customer service teams are able to assist you better.
What if I’m self-isolating or I do not wish to come in contact with a delivery driver?
The drivers are not approaching customers, they are respecting safe handling procedures.
If there is not a safe place that has been designated, they will attempt to deliver the package by notifying the customer there is a package to receive, standing back 2 meters from package, letting the customer collect the package, and signing the delivery acceptance on behalf of the customer.