Customer Update


Customer Update - 29/09/20

Opening Hours

Since re-opening three months ago, Sundays have proved consistently quieter than the other days of the week. Consequently we have taken the decision that, for the month of October, our opening hours will be as follows: 

Monday - Saturday: 10am - 4.30pm

Operational Information

We have taken a series of precautions to help keep everyone safe. We must ask all customers other than those who are medically exempt to wear a suitable face-covering while in store. Disposable masks are available for anyone who forgets to bring one. Floor markings have been installed around the store and we would request that every effort is made to maintain at least a 2 metre distance between all individuals in the shop. 

We currently have good stock availability on the majority of products within our range although the supply chain has been severely impacted by closures and operational restrictions at assembly plants and distribution centres around the world over the last 7 months. This has meant, that in some instances, specific items are subject to longer lead times than usual.

We continue to offer delivery and installation services, although we have slightly reduced capacity when measured against the pre-covid situation. Our installation team have been instructed to wear masks, sanitise their hands and to observe social distancing protocols while in the homes of our clients. Please note that we are unable to enter the home of anyone who has been asked to self-isolate due to potential covid contact or customers who need to isolate following foreign travel.

Repairs of faulty items are still proceeding in the normal way but we would ask customers to understand that the process may take longer than usual due to operational restrictions in place at the repair centres. If you need assistance we would ask that you call us on 01324 630064 or use the message option on our website. We currently expect the repair centres to contact clients within 2 working days and to complete repairs within 2-4 weeks from receipt of the defective product.  While COVID remains a live issue we are unable to offer any cast iron guarantees in respect of the timescales for repairs.

Finally, it goes without saying that the health and well-being of our customers and colleagues takes precedence so we will continue to monitor the situation and review our trading arrangements and processes in line with government guidance. 

Best wishes to all our customers,
Dean and the team.