Update 28/04/2020: We are now shipping all orders within 2 working days of purchase, and although we are seeing some orders being delivered within an additional 2 working days, some orders are taking as long as 10 working days. So please bear with us and Royal Mail at the period of significantly increased volume and disruption, if you can refrain from contacting customer service before this time, this will also help support our operation.
Due to further concerns of COVID-19, we would like to confirm to you, our valued customers, that we are continuing to operate our online Henmores business as normal during this time, but at reduced Customer Service hours of 11am - 4:30pm. To abide by the Government guidelines, our store is now closed until further notice. The health and safety of our customers and staff is our number one priority. Orders are still being taken and processed as normal, but if this were to change we will be sure to notify you via email/onsite and our social channels. Please be assured that we are doing all we can to take the necessary precautions in maintaining a clean and hygienic environment. We encourage all our customers to follow the Public Health England guidelines, which include advice on maintaining personal hygiene - www.gov.uk/coronavirus
We have been in touch with all of our courier services, and they have confirmed that people receiving parcels are not at risk of contracting the coronavirus, and they are taking extra measures to avoid close contact and the spread of germs. Please see their website for more information: https://www.royalmail.com/coronavirus
Signing for & Receiving Items
Information taken from Royal Mail - https://www.royalmail.com/coronavirus
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 signatures. Postmen and women will instead log the name of the person accepting the item. This will apply to all deliveries that require a signature.
Additionally, for all customers (including those who are self-isolating) where we need to deliver any parcel that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.
If you are unable to come to the door at all we will issue a ‘Something for You’ card, advising of other ways you can arrange to get your item. For example, by getting a friend or family member to collect the parcel from our local Customer Service Point on your behalf. In this situation, and to keep your mail as secure as possible, they will need to bring along the card we left you and a form of ID in the name of the person the item is addressed to. Full information on acceptable forms of ID can be found .
Returning Items if you cannot get to the Post Office
If you wish to return an item(s) from your order and are unable to get to a Post Office during this time, please fill in this form so we can book a courier collection for you from your home. Returns Form
This is a contingency option and a manual process which will take time for our staff to do for you, so we kindly ask that you only use this service if you absolutely have to.
Parcelforce have temporarily suspended timed service guarantees on all UK and International services. See the link for further information from Royal Mail: https://www.parcelforce.com/service-updates
In the event we need to close one of our units, this decision would be made in line with Public Health England guidance. Royal Mail has many years’ experience of contingency planning for a number of different scenarios. We will follow the Government’s advice and work closely with the relevant authorities.
We have extensive experience in being able to quickly deploy business contingency plans so we continue to provide customers with access to our services and their mail.
If you have any further questions or concerns regarding our prodecures and service, please contact us at email@example.com