Coronavirus (COVID-19) Business Continuity Plans

 Coronavirus (COVID-19) Business Continuity Plans

Covid-19 Lockdown Update – 03/11/20

Following the latest announcement from the government regarding the national lockdown which comes into force on November 5th, we wanted to reassure you that as an online business we are still operational and available for your orders. Our customer service team are here to help with any queries and our warehouse team are dispatching your orders daily. Please see below our FAQ’s for information on contacting us and ordering.

 

Covid-19 Update – 26/03/20

We would like to let you know all steps that we are currently taking at My-Accessories. Below are answers to some questions you may have before placing orders. Despite everything we want to do our best to serve and connect with you as customers.

Can I still order on your website?

Yes our website is operating as normal and you can still place your orders. All orders placed by 2pm will be despatched the same working day.

How can I contact you?

Our office and customer service team will be working remotely from home and are still very much here to help you. Please note our phone lines will not be operating until further notice. We ask that you use our contact form on the site, our email address or alternatively live chat, which will be available daily. 

You can also contact us via our social channels, Facebook, Twitter or Instagram.

Our email address: hello@my-accessories.co.uk

What should I do if I normally contact you via telephone?

If you would like to speak to someone and would like to request a call back we ask that you email us and let us know your contact details and what the call will be regarding so that we can prepare and help you. 

Is your warehouse closing due to coronavirus?

As we are still operating and processing our orders as normal the warehouse will remain open to dispatch orders and staff will be working within their defined area. We have shared best practice health tips and continue to update on a daily basis. We have sufficient hand cleaning stations available at all times. It is vital that we support the health and wellbeing of all our staff and are following government guidelines.

Can I still use the Collect From Warehouse option?

To protect the health and wellbeing of our staff that are still on the premises and our customers, the collect from warehouse option will be unavailable until further notice. We ask that you order online for delivery. 

If you do have, any queries regarding orders that you normally collect please contact us through email and a member of our team will get back to you as soon as possible.

Are you still dispatching on a same day basis for orders placed before 2pm?

Currently, our warehouse is working as normal and dispatching orders daily. Please note as situations are changing rapidly we may change our cut off time and our dispatch timeframe may reduce. Updates will be available on the website.

Will there be a delay with my delivery?

We are currently processing orders as normal, anything ordered before 2pm will be dispatched the same day and anything after 2pm will be processed the following day. 

I have a problem with my order, how can I contact you to resolve?

Currently as our customer service team will be working remotely from home, our phone lines will not be operating however, we are still here to answer any queries daily and so we ask that you email us or alternatively our live chat will be available.

Are you still accepting returns?

If you would like to return your item, we ask that you contact us first via email so that we can instruct you on what to do next.

How will the coronavirus affect the return of my order?

We are still accepting deliveries on site at our warehouse and your returns will be processed. There may be a slight delay with processing refunds but will aim to process as soon as possible.

Is the coronavirus effecting your stock deliveries?

For many of our items we do have plenty of stock. For some of our items that come from Europe or the Far East we are experiencing some delays as expected. If you are to order and we notice that there is an issue with stock, we will contact you as soon as possible.

Royal Mail Post Deliveries

Will I be required to sign for my post?

In the current situation, Royal Mail will not be asking customers to sign the hand held devices. Postal workers will log the name of the person accepting on their behalf. For any parcels that will not fit through the letterbox, they will place at your door, knock and step aside while you retrieve the item. If you cannot come to the door, a something for you card will be left advising you of your next steps.

Will there be a delay with my postal delivery? 

DPD Deliveries

Will I still receive my next day delivery from DPD?

At present DPD are operating as normal throughout the UK, however they have suspended their pick up from store option until further notice. Currently all courier orders and orders over £100 placed before 2pm will be dispatched on a next day service.

Will I be required to sign for my delivery?

DPD have introduced contact free deliveries and will sign for your parcel on your behalf. They will record the consignees name and a ‘Delivered on Authority’ message in the signature section.

We advise to download the DPD app in which you can set your delivery preferences. A leave in a safe place option is available with them.

You can also leave a note on your front door to tell them where to leave the parcel and the drivers will take a photo. Without instruction, drivers will not deliver the parcel.

In addition to this regarding, swap it deliveries they have implemented new measures, which eliminates contact and ensures social distancing. Drivers will only touch the swap it packaging and customers will only need to touch the items they are swapping and receiving.

International deliveries

Are you still dispatching international deliveries?

Yes, we are still dispatching orders to international countries. We do advise to check that you are able to receive parcels before ordering, for example if your order normally comes with DPD please check with them that you are able to receive. 

If you do have any queries regarding receiving, an order please contact us via email.

As the situation changes then our plans may change too. If they do we will let you know right here.

Any questions at all please do not hesitate to contact us as mentioned through – 

Email: hello@my-accessories.co.uk

Live chat on our website www.my-accessories.co.uk

Take care and stay safe

COVID-19 Update – 25/03/20

It’s Business as normal for now……..

We just wanted to keep you updated with the current status of our services at My-accessories.co.uk

We are currently operating as normal so all orders placed by 2pm will be despatched that particular working day, please be assured that we are following government guidelines in the way that we operate.

Government guidelines are also encouraging businesses like ourselves to continue operating.

There are members of our team working from home and the skeleton staff within our normal business premises are working within their own defined area.

In the meantime please be assured that we will keep updating via email, social and on our website how we’re responding to COVID-19 and how we can help you.

Updated 25/03/20

Important News – 15/03/20

To all our customers, suppliers and partners.

In light of the current Coronavirus COVID-10 pandemic, we are going through extraordinary times. 

During this uncertain period our highest priority is the wellbeing of our customers, team members and everyone in the wider My-accessories circle. Like most businesses, we are continuing to monitor the coronavirus (COVID-19) situation closely and adapting accordingly.

Like us, you may be understandably concerned about the effect on you, your family, friends and your work during this rapidly developing situation.

We have a great team that we have built over the years and will do everything in our control to continue to offer the service that we have afforded for so many years. It is also very clear that things can change rapidly and we will update this blog as and when required with any further news, but for the time being we will continue to work behind the scenes to ensure the smooth running of My-accessories.co.uk

We can confirm that currently:

  • My-acccessories.co.uk will continue to operate as normal
  • Orders will be despatched as normal
  • Phone lines, email and live chat communication open as normal
  • We are working closely with our manufacturers and supply chain to ensure the continuity of stock within our business
  • We are working closely with our courier providers and currently delivery services are not being impacted

With the current rise in diagnoses, we are taking increased measures to maintain business continuity and protect the health of our employees.

We are currently taking the following measures of precaution:

  • We have cancelled all business travel and recommended that our team avoids non-urgent personal travel as well.
  • We have shared best practice health tips with our team and continue to keep them updated on a daily basis.
  • We have sufficient hand cleaning stations within our offices and increased the frequency of office cleaning.
  • We have reduced on-site visits etc. to a minimum

While we continue our work as usual, we are preparing for different scenarios including the possibility of our entire office based team working remotely if required. This would allow our warehouse despatch department to continue sending orders out as normal. 

We believe as a company we have an extremely strong infrastructure and we are prepared to manage business continuity challenges. We currently anticipate no impact to our service and believe in our ability to keep our systems running with no interruption.

We have ensured that our team members have whatever they need to work remotely if needed and to continue doing their jobs safely. We have increased channels of internal communication, and as always, prioritise communication with you, our customers, so you can remain focused on your business challenges and goals.

We will continue to meticulously monitor news from the World Health Organization, among other sources and guidelines, and are committed to reassessing the situation and adjust our plans accordingly.

We wish you all good health and thank you for continuing to place your trust in us. Please do not hesitate to contact us with any questions or enquiries.

Updated 15/03/20

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