Coronavirus (COVID-19) information for shoppers

We continue to closely following the advice of Public Health England (PHE) to ensure the safety of both our customers and staff.

In addition to following the publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water, we have taken additional measures to ensure the safety of our staff and customers and these include:

• Reducing staff levels so that team members are able to work at safe distances ensuring your order is picked, packed and dispatched in an isolated working environment.
• Increased cleaning and hygiene practices introduced and monitored with additional training for the team to ensure they are working as safely as possible.

Deliveries

Due to current restrictions our dispatch my take longer than usual so please bear with us while we work to get your order to you as quickly as possible.

Standard delivery:

We allow up to 5 days for UK deliveries and up to 10 days for an International delivery.

UK deliveries are currently running as normal but due to the new measures we have introduced in terms of reduced staff numbers, you can expect your order to take a little longer than normal.

Tracked express

If you choose Tracked express, your item will be trackable however we are not currently able to guarantee next-day delivery.

Some orders require a tracked delivery to ensure it arrives safely, for example if your package is heavy or delicate. This will be identified in your confirmation email.

Parcelforce, our tracked service provider, is not currently enforcing digital signatures. They are closely following advice from PHE and state:

“In order to protect both our people and customers, as much as possible, we will not be handing over our hand-held devices to customers to capture electronic signatures.  Our drivers will instead log the first and last name of the person accepting the item, then put 'XP1' in the signature field, and we will record the geolocation of the delivery.  This will apply to all deliveries that normally require a signature.”

International deliveries

We are still delivering internationally.

We closely monitor the guidance and situation Internationally and will inform you if we are no longer able to send your order to your desired destination.

Click and Collect for Kew members

We are not currently offering a ‘click and collect’ service to Members. You can still shop online with your member discount code and we can deliver to your chosen address.