CUSTOMER SERVICE

OPERATIONAL UPDATE APRIL 2021

A little update from the NRBY Team and delivery partners..

We have now opened our door at our Elizabeth Street Belgravia store and the following John Lewis stores; Oxford street, Peter Jones, Kingston, Oxford, Cambridge, Southampton and Reading.

Fitting rooms are open in all stores, but we are following government guidelines regarding sanitation of both the stores and clothing.

Do visit us soon…we are delighted to welcome you back.

Jo and the NRBY Team...

DELIVERY ISSUES

We do apologise, but due to ongoing quarantine restrictions at our warehouse, there may be delays with your shipment and returning orders.

Thank you for your support in these challenging times.

- Can I still place an order online and have it delivered?
Of course. We are following the advice of Government guidelines and are still operating as normal. We will update this information on a daily basis.

- Can I still receive delivery of parcels?
Yes. The Government has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is currently understood that these types of viruses don’t survive long on objects such as letters or parcels.

- Should I be concerned about touching an order I have received?
The Government have said that there’s no current evidence to suggest that the virus can be transmitted from packages.

- What steps have you taken to protect your employees?
The wellbeing of our staff is our number one priority, our office and store staff are compliant with Government advice regarding social distancing and staff in our warehouse have been provided with gloves when handling orders, and are using alcohol based hand wash where necessary .Please note that our warehouse is quarantining returns at our warehouse where necessary . We will continue to monitor the situation closely with all of our employees.

- What if I am self-isolating or do not wish to come into contact with a delivery driver?
All our UK deliveries are handled by Royal Mail or DPD, who have already put extensive plans into place. Our delivery partners will not be handing over their hand-held devices to customers to capture signatures. Additionally, for all customers (including those who are self-isolating) where they need to deliver any parcel that won’t fit through your letterbox, they will place your item at your door. Having knocked on your door, they 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. International deliveries are handled by DHL or your local postal service. Please check with the relevant courier for more information.

- What if I ordered a parcel to a location I can no longer access? E.g. my office is now closed.
As the situation with Coronavirus evolves, we're increasing our returns deadline to 28 days for the foreseeable future. So if you need to send something back to us but can't get to the Post Office (or don't feel safe doing so), there's no hurry.

If you have ordered to a location you can longer access and the item is successfully delivered, our returns policy has been extended to give you plenty of time to retrieve your parcel. If you require your items more urgently, we would suggest placing another order to your home address.

If the local courier is unable to deliver your item, you will be contacted to arrange redirection of your delivery. Failing this, the parcel will be returned to the depot and held for 18 days before being returned to NRBY. You will then be issued a refund in line with our returns policy.

- If I’m self-isolating, how do I return a product?
Our returns period is 28 days.Should you have any issues with returning your goods to us please do contact us at enquiries@nrbyclothing.com

- Will I get my refund as normal?
We are working extremely hard to keep running a normal service. If you have any questions regarding your refund, please do not hesitate to contact enquiries@nrbyclothing.com

Please do contact us at enquiries@nrbyclothing.com should you have any queries or concerns regarding deliveries, returns or anything else as we are here to help you.