Information For Our Customers

Over the past few weeks, we’ve been busily working behind the scenes to find a way to reopen our stores in a way that is safe for you and our Colleagues. This action plan has involved input from all areas of the business and we are delighted to inform you that all of our 92 stores have now reopened as well as our Click & Collect services. 

 

Here you can see some of the new safety measures we have implemented in stores to keep Colleagues and Customers safe:

 
 

Our Stores

Which of your stores have reopened?

We have now opened all of our 92 stores.

Please check our store locator for your nearest open store and any changes to opening hours.

Can I collect my order in store?

Yes. You can now place orders online to collect in any of our open stores.*

*Some products available to purchase online are not eligible for store collection.

How are you adapting your stores to keep Colleagues and Customers safe?

Our stores have been adapted to make social distancing easier, and all of them will follow the below measures, for everyone’s health and safety.

  • Restrictions on the amount of customers allowed in store
  • Customer service hosts on-hand to support with any queries
  • Directional signage for one-way flow to ensure social distancing
  • Use of contactless payments where possible
  • Increased frequency of cleaning and sanitising
  • Perspex screens at till points
  • Quarantining returned goods for up to 72 hours
  • Sanitising stations available for baskets
  • PPE available for staff including masks, gloves and personal sanitiser
 

Our Services

Are Robert Dyas services impacted by this?

  • DHL Service Point - available at reopened stores*.
  • Key Cutting Services - available at reopened stores*.
  • Western Union - available at reopened stores*.

*Services available differ by store. Please check our store locator to see which services are available at your chosen store.

 

Orders & Delivery

Can I still place an order online for home delivery?

Yes. We are still making deliveries for online orders that are placed and are making sure to follow the advice of Public Health England.

Can I still receive my deliveries?

Yes. We are currently making deliveries to all of our customers as the Public Health of England (PHE) has advised that the coronavirus does not last long on objects such as parcels. You are not at risk of contracting these kind of viruses according to the PHE and regular hand washing is recommended using soap and water.

What about larger items such as furniture deliveries?

Yes. Everything is going ahead as normal with our deliveries, however if you are self-isolating or feel at risk of the coronavirus please get in touch and let us know for our colleagues safety.

Should I be worried about touching a parcel I have received or collected?

No. According to the PHE, there is no risk with parcels or evidence that the virus can be transmitted from packages. You can always wash your hands thoroughly with soap and water after unwrapping your parcel if you are concerned.

What if I am self isolating or do not wish to come into contact with a delivery driver?

For smaller items, our carriers are:

  • encouraging customers to use other methods where possible such as leaving the parcel in a safe place so there is no direct contact, maintaining the 2 metre social distance
  • asking drivers to log the name of the person accepting the item so there is a record
  • not handing over a hand-held electronic device to take signatures from customers at the door
  • posting customer contact cards to let customers know of ways to rearrange deliveries

For larger items such as furniture or appliances, please let us know if you are self isolating or do not want to be in contact and we can re-schedule your delivery.

Are deliveries of parcels running on time?

We are doing everything we can to keep our online orders running smoothly so that you get what you need as soon as possible. Currently our average lead time is up to 5 days depending on what products have been ordered. This is subject to change and our carriers will contact you directly with updates.

Can I use Click & Collect online?

Yes. You can now place orders online to collect in any of our open stores.*

*Some products available to purchase online are not eligible for store collection.

 

Returns

If I am self-isolating, how do I return a product?

For smaller items, our carriers can collect parcels if left in a safe place.

For larger items such as appliances and furniture, home collections for returns are not possible from customers who are self-isolating and will need to wait.

Please get in touch with us if you have any questions and be rest assured that we will do everything to help you.

Have you extended your online returns policy in light of the lockdown?

For items dispatched from our warehouse we have extended the returns policy to 30 days, subject to the normal returns policies around the condition of the goods and proof of purchase, details of which can be found here

For items dispatched from our approved suppliers, if you wish for an extension of up to 30 days we will seek to agree this with the supplier on a case by case basis, otherwise the 14 day return policy remains. Please contact customer services here

How do I return an item bought in a Robert Dyas store prior to them temporarily closing?

Any in-store purchases from 1st March can be returned to stores up to 30 days after we reopen our stores, subject to our normal returns policies around the condition of goods and proof of purchase.

 

For any other questions please contact us for further help.

How are you making your stores safe to shop in?

Our store operations team have been working hard to ensure Colleague and Customer safety in our reopened stores. We have introduced many new safety measures so that we can open safely and provide our customers with the essential items they need. You can watch our video here to see some of the steps we’re taking.

How are you keeping your warehouse colleagues safe?

Our warehouse team have introduced many new safety measures so that we can keep supplying our customers with the essential items they need. You can watch our video here to see some of the steps we’re taking.