Coronavirus (COVID-19) update
Last updated 03/08/2020 at 11:10, last reviewed on 09/09/2020 at 09:30
Store closures and variations to opening hours
The Country Shop and David Mellor Design Museum are now open. Factory tours will not take place.
There are no plans to re-open the café in the foreseeable future and it will remain closed until further notice.
Our Sloane Square shop is now open. Our opening hours have changed to 10:15 to 18:30 Monday to Saturday and 11am to 5pm on Sunday.
Our Marylebone shop is now open. Our opening hours have changed to 10:15 to 18:30 Monday to Saturday and 11am to 5pm on Sunday.
Our online store is continuing to operate. We will dispatch your items from our warehouse Monday to Friday and aim to do this within our usual 5 working day timescale. Due to reduced staff levels, there may be occasions where it takes slightly longer to dispatch your order.
We are available to answer telephone calls and emails between 10am and 5pm Monday to Friday (UK time). Please only call us if your query is absolutely urgent
The situation for deliveries across the United Kingdom and worldwide is likely to be fast moving and area dependant.
At the time of this update our couriers report that they are continuing to deliver parcels, but they are no longer offering the usual service guarantees. This means that your parcel may take longer to be delivered once it has left our warehouse, especially if your parcel is being delivered internationally.
We recommend that you check the information on the website of our couriers:
- Royal Mail - https://www.royalmail.com/service-updates
- Parcelforce - https://www.parcelforce.com/service-updates
United Kingdom orders
Please be patient with our couriers, they are also operating at reduced capacity or with drivers who may be on unfamiliar routes. If you receive a notification that your parcel is due for delivery on a specific day, but it does not arrive on that day, please wait until the end of the next working day before contacting us. It is likely that the driver was delayed and your parcel will be delivered on the next working day (Please note: The tracking page may show a delivery attempt even though none was made).
Your delivery driver may also take extra precautions or slightly alter the standard proof of delivery process so that you do not have to sign on a touch screen.
In line with UK Government guidelines our couriers strongly advise not to visit depots to collect parcels or hand over returns. If you do miss your delivery, we recommend that you arrange a redelivery rather than visiting the depot to collect. If you absolutely must collect parcels in person, please observe social distancing principles which will be on display in the depots.
For more information on the steps that our delivery partners are taking with regards to Coronavirus please see their websites:
- Royal Mail - https://www.royalmail.com/coronavirus
- Parcelforce - https://www.parcelforce.com/coronavirus
We will continue to ship parcels as long as UK Government advice allows, and as long as couriers accept them.
At the time of this update our couriers report that they are unable to accept parcels to several international destinations due to capacity issues with air freight. Please check the service updates page above for your country.
Due to the ongoing reliability/priority issues with air freight capacity, we are currently unable to offer Royal Mail International services to countries outside of Western Europe. These orders must be sent using Parcelforce Global Priority/Euro Priority/Express and these are the only services that we will quote for in the basket.
We are based in the United Kingdom. If you place an order that needs to be exported/delivered internationally please be aware that there may be a significant delay before you receive your order. We are sometimes seeing delays of well over a month. Once the order has left our warehouse we cannot provide any more information about the progress of your parcel other than what is shown on the tracking systems of our couriers.
When a delay occurs, it is normal for the tracking information to say "Exported from the UK", or for the last known location to say "Heathrow Worldwide Distribution Centre (HWDC), Langley". Your parcel may have this status for several weeks/months until air freight capacity becomes available for the onward journey. In general, we will not consider an international order to be lost until at least 2 months have elapsed since it was dispatched from our warehouse.
South Korea: Due to the high number of orders that are severely delayed or missing in transit, we are not currently accepting orders for delivery to South Korea.
Canada: There are currently severe delays at the Canadian border due to the on-going impact of COVID-19 and record volumes of traffic being received in Canada. As a result, we are unable to advise on likely delivery times.
If you place an order for delivery to a country where services are currently restricted, we will hold that order in our system to be dispatched as soon as we are able to.
Your payment card may show an initial pending/shadow payment for up to 5 days from our initial authorisation, but your card will not actually be charged until we dispatch your order.
Per the rules of our payment processor, if we are unable to fulfil your order within 30 days of the transaction, we will be unable to claim the payment. When dispatches are possible for your country, we will contact you by telephone or email to confirm that you still want to complete the order and take payment details again to process the transaction (but we will never ask for your card details by email and please do not send them to us in this way).
You can request that we cancel your order at any time by:
- Replying to the order confirmation email stating that you want to cancel.
- Sending an email to firstname.lastname@example.org with your order number, name and billing postcode.
- Calling us on +44 1433 650 220 and selecting option 1 (subject to our opening times and staff availability).
Our 30-day time limit for returns will be extended until social distancing restrictions are lifted as long as the purchase is unused, in its original packaging, and saleable as new.
Please note that if you do send us a return, there will be a slight delay in processing the refund. To reduce the risk to our small team, we will leave the parcel untouched for 5 days from the post mark before checking the contents to ensure that any virus contained on the items within is no longer viable.