CUSTOMER SERVICE

OPERATIONAL UPDATE MARCH 2020

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

You may already know most of this, but it’s always worth restating for clarity. Please bear with us - the circumstances are anything but normal, but we’ll all be doing our best behind the scenes!

Jo and the NRBY Team...

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

- Can I still receive delivery of parcels?
Yes. Public Health England (PHE) 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?
Public Health England 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 and all NRBY office staff are now working remotely in line with government advice. Staff in our warehouse have been provided with gloves when handling orders and are using alcohol based hand wash 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, who have already put extensive plans into place. Royal Mail 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 45 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?
We have extended our returns period to 45 days to allow customers the opportunity to return their orders to us.

- Will I get my refund as normal?
Yes, however it may take slightly longer than normal. Our warehouse is taking extra procedures to ensure their safety when handling returns. All returns will be held in quarantine for 4 days before beginning processing. 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.