Coronavirus information for our customers

Words by Taunton Leisure

on 24/03/2020 08:00:00

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Dear Taunton Leisure Customers,

These are unprecedented times and as many of you know we have been in trading for over 40 years as an independent family owned business. Today we are following government guidelines to help protect our staff and the public from the unfolding situation with Coronavirus and closing all of our retail stores. Please rest assured that we have retained all of our staff so they’ll be ready to offer the same great service when things return to normal.

Our online business remains open and we would very much appreciate your support should you need anything. Many of our teams are working from home but we can still answer your queries by email and chat between 9am – 5pm. There is a limited phone service during these hours so we would recommend contacting on [email protected] in the first instance if you can.

For any store related queries then please still get in touch with Customer Services for help.

We wish you and your loved ones well at this challenging time and look forward to welcoming you in store when the time is right.

Simon Clark
Managing Director
Taunton Leisure Ltd

FAQs

How long will your stores be closed for?     

This is a rapid developing situation, we will be guided by Government advice and update customers as soon as possible

How do I return a product I’ve bought from one of your stores?

We are unable to accept any store returns at this time. Please keep hold of the product and receipt for when our stores are open again. We have a 90 day returns policy but should your purchase be outside this period as a result of this closure we can still accept a return.

Can I still order online?     

Yes, our online business is open, we offer free delivery for orders over £50

What about a return or a warranty for something I’ve bought from you online?

You may wish consider if the item you need to return from an online order or warranty issue needs to be sent now. Many of our suppliers are not accepting warranty returns for inspection / repair at present. Our advice would be to hold on to the item and get in touch when things get back to normal, we will of course update this info page as and when this happens. Please note for warranty returns, if you still return something, you will have an extended time to wait for a resolution.

Is it safe to receive a parcel from you?     

Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from letters and packages. This complements guidance from Public Health England for people to wash their hands regularly using soap and hot water.

What if I am self-isolating, how do I receive an order?     

Our carriers DPD and Royal Mail have robust arrangements in place to protect their staff and customers that are self-isolating such as non-signature receipt, nominated safe place for delivery and delivery to a neighbour. More delivery help here

Are you still offering Click & Collect?     

Our stores are closed for click & collect so this is not available at this time. 

I have a warranty or repair at one of your stores, how do I find out what’s happening?     

We can sort this out but it make take a while as many of our suppliers are also on a reduced service. Rest assured when our stores open we can resolve your outstanding return. If you need to make an enquiry please complete the form on this page and customer services can investigate, please note this may take a day or two.

I have a Click & Collect to collect at one of your stores, how do I get it?     

Your options are: 1) we can uplift the item from the store and ship it to you, this will take 3-5 working days or 2) Receive a full refund for the item. Please complete the form on this page to get in touch to sort this out.

For any question not answered here then please get in touch

Taunton Leisure Ltd, Victoria House, Taunton, Somerset, TA1 3FA Company No: 3603607 VAT No: GB 720970835 © Integrated Ecommerce © Citrus-Lime Limited Credit subject to status and affordability. Terms & Conditions Apply. Taunton Leisure trading as are a credit broker and are Authorised and Regulated by the Financial Conduct Authority. Credit is provided by Hitachi Personal Finance, a division of Hitachi Capital (UK) PLC Authorised and Regulated by the Financial Conduct Authority. Hitachi Capital (UK) PLC is authorised and regulated by the Financial Conduct Authority. Financial Services Register no. 704348. The register can be accessed through http://www.fca.org.uk