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Coronavirus information for our customers

Words by Taunton Leisure

on 24/03/2020 08:00:00

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FAQs

When will your stores be re opening?      

We can’t give an exact date for all our stores but hope to start phased re opening during June and will post updates on our website and social media as we firm up our plans. Store openings are likely to be phased, potentially with reduced opening hours or days, again full info will be online.

Will you be offering boot fitting when you stores reopen?    

We certainly hope so and staff will be undertaking training together with the right measures in store to keep customers and our staff safe for a footwear fit, or indeed other clothing or try on interaction. We will be updating our website with information on what customers can expect with a visit and the steps we have taken. Click & Collect will be available for each store as it opens and you will be able to check store stock levels online so you can see the products you may be interested in easily before deciding to make a store visit. Click & Collect is fully paid for online so collection offers a quick simple and safe method to get your gear.

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.

What about a faulty product I’ve bought from a store and want to return?

Unfortunately it is a little difficult at the moment with the current circumstances: For warranty claims for items purchased in one of our physical stores, we are advising people to keep hold of the product until the stores are back up and running. At which point they will be able to look into the proof of purchase and what we can do to sort this for you.  We would hope most of the manufacturers would be accepting warranty claims again at this time once shops open, many are closed and not accepting warranty deliveries for inspection or repair etc.

Can I still order online?     

Yes, our online business is open, we offer free delivery for orders over £50. Deliveries are taking longer at this time, in particular our standard Royal Mail Tracked 48 service. Click here for the latest info

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.  As stores open Click & Collect will be available again.

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