Please note: Your order may take longer to process than usual due to high demand on our delivery partners and social distancing measures at our warehouse. Our customer service team is also extremely busy, so we recommend checking out our FAQs if you have a query.

COVID-19 - Courier Collection Information

Following advice from the UK government and Public Health England, our courier collection partner Hermes has adopted robust contingency measures to mitigate risks to the health and well-being of workers and our mutual customers whilst still being able to offer our usual collection service.

The changes being made to the way Hermes' couriers deliver and collect parcels are to offer a "contact-free" solution at each customer's doorstep.

We would urge customers who are having their order collected by Hermes to choose a nominated Safe Place; leave the parcels in the specified area to then be collected safely by the driver on the pre-arranged collection date.

You are able to choose a nominated Safe Place during the checkout stage of your order. You can choose a Safe Place from the drop down menu and you'll also be prompted to provide the driver with details of your nominated Safe Place so the parcels can be collected without issue.

If you've already booked a collection, you can update the details and re-book the courier again from My Account. By going to the relevant order and clicking "re-book courier", you're able to nominate a Safe Place from where the parcels can be safely collected. This will re-schedule the collection for a later date, but you'll have the option to choose a date which suits you best.

Couriers will still collect parcels as usual if you're going to be home. Social distancing practices have also been put into place to ensure that drivers maintain a distance of two-steps to minimise social contact.


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