Coronavirus Information For Our Customers
As the COVID-19 outbreak is having such a huge impact on all of our lives, we wanted to keep you updated with the steps we’re taking to support our community and ensure your safety.
Since Monday 23rd March we have sadly closed all of our stores until further notice to help prevent the spread of coronavirus. We are still very much open for you all, with our website running 24/7, and we plan to keep it this way for as long as possible.
You and our colleagues are our top priority, so we are responding to changes daily in line with advice from the Government, WHO and the NHS, while remaining committed to maintaining the same level of great service - now online only for the time being - for as long as we can.
We will keep you up-to-date online, via email and on our social channels.
Please keep visiting this page for the latest information.
Are you going to close your stores?
To keep our customers and colleagues safe we have taken the decision to close all of our stores from, Monday 23rd March, as of 3pm until further notice. Our website remains open for you 24/7, however, and we plan to keep it this way for as long as we can. Click & Collect will not be available for the time being, but please feel free to continue shopping online for home delivery.
What if I have a Click & Collect order?
Due to the closure of our stores (see above) please contact our Customer Service team for any queries you may have. If possible, please contact us via Live Chat as this gives us the best chance of providing a swift response to all our customers’ queries.
Are Robert Dyas services impacted by this?
- DHL Service Point - temporarily unavailable*.
- Key Cutting Services - temporarily unavailable*.
- Western Union - temporarily unavailable*.
*Please be aware that whilst our stores are temporarily closed as of 3.00pm on 23rd March, our services offered in-store only are temporarily unavailable.
Can I still place an order online for home delivery?
Currently 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 10 days depending on what products have been ordered. This is subject to change and our carriers will contact you directly with updates.
Can I still use Click & Collect online?
Unfortunately no, all of our Robert Dyas stores have temporarily closed from 3.00pm on the 23rd March 2020. However, you can still place orders for home delivery with us.
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 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.