COVID-19 UPDATE & FAQ
22nd April 2020
During this challenging time we are watching closely how the Covid-19 Pandemic develops around the world, ensuring the health and wellbeing of our staff and the wider community is our utmost priority.
Our Ecommerce Operations are back open and we’ll be accepting orders on paulsmith.com with a daily order limit to ensure our Warehouse Team can work safely to fulfil orders.
Some of our shops are still under a temporary closure and we’ll continue to follow advice from the WHO and Local Governments. We’ll be updating this page, social media accounts and our Shop Locator when anything changes.
Thank you for your support.
Why have your shops closed?
Whilst we appreciate how important access to a store can be, the welfare of our employees and our customers is paramount so all stores are temporarily closed.
We do not currently have an expected opening date but will continue to follow advice given by the WHO and local governments. Please keep an eye on this page and our social media accounts for any updates.
Can I still order online?
Yes. To ensure our warehouse staff are safe, we are limiting the amount of orders that can be placed on paulsmith.com each day, once this limit has been reached our checkout will be temporarily closed until the following morning.
Our website will still be open to browse, create and add to your wish list.
What measures have you taken to keep your warehouse staff safe?
Due to Covid-19 we’ve made changes to our website and warehouse working environment to ensure we keep our staff safe, this includes:
- Limiting the amount of orders we take each day to ensure our staff can work safely.
- Inductions for all our warehouse staff on the changes that we’ve made when they return to work.
- Increased signage and floor markings in working and rest areas to remind our staff to keep a safe distance.
- Introduced restrictions on the number of staff allowed in working zones at one time.
- Providing PPE to our staff and increased the number of hand sanitizer stations to ensure they feel safe while at work.
- Each member of staff is given their own work equipment and more access to anti-bacterial spray and wipes.
- Ensuring work-stations are cleaned regularly and are two metres apart for safe distancing.
- Contactless collections so delivery drivers can collect orders without interacting with our staff.
Why am I unable to Checkout?
This is likely to be because we’ve reached our safe daily order limit, please try again the following day. If there is a problem during the checkout, please check your address and/or payment details, if the problem persists then please contact us.
Why can I no longer add Monogramming to products?
Unfortunately we have had to temporarily pause this service.
I have a store credit note that is due to expire - can this be extended?
Yes, if you have a credit note that is due to expire during the time we are closed, please contact us and we will provide you with information regarding getting this extended.
How can I contact you if I have a question?
Contact with our Customer Service team is still available via email [email protected] or via Live Chat on our website.
What if I have an item with you for repair?
All repairs have currently been suspended. If your repair was being done in-house, we will have contacted you to advise that we are returning the product until this service is back up and running. If your repair has been sent to a factory, please contact us for further information: [email protected]
Will there be shipping delays?
With the daily order limit we have introduced we are still shipping within our advised shipping times. Please see our shipping page for further information.
Are there delays with couriers?
We work with a variety of couriers and are endeavouring to minimise the disruption to deliveries. However, due to closures and reduced operations throughout the country and internationally, it is possible that the courier may encounter delays whilst in transit. When your order is shipped, you can monitor the shipment using the tracking reference provided for the most up-to-date information.
Can I still return items back to you?
Yes, please see our Returns page for information on how to return items back to us. It may take us a little longer than normal to ensure our staff can handle these safely.
What if I am unhappy with a product but unable to return?
We will be extending our return period. Please contact us and one of our Customer Service team will be in touch as soon as possible.
I’m in self-isolation, what can I do to return my item/s?
If you have been unable to return an unwanted item due to self isolation, we will honour a late return as long as you have notified us and the item meets the terms of our standard return policy. Please see our returns page for more information.
What if my item was bought from a store?
If you have any queries regarding store-bought purchases during the closure period, please contact us via email at: [email protected].