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Our Response to COVID-19
Our Response to COVID-19

Our Role During the COVID-19 Crisis

1. Can I place an order? 

Yes, you can place your order as you would in normal circumstances and we will continue to serve you. However sometimes, you may have to wait 1 day more than normal to receive your order than the average 2-5 delivery time

2. Are delivery times affected?

As the Coronavirus has spread, we’ve seen an increase in people shopping online. As a result, estimated delivery times for some items may be longer than usual at the moment. 

We sincerely apologise for the inconvenience this may cause you but again - Our first priority is safety and wellbeing of you, our customers and our valuable team that works and supports us.

When selecting a business delivery address, please be aware that some companies and businesses may be closed and unable to receive your parcels.

3. Is it possible to return items?

Yes, you can continue to return items. Please contact us via towelogy@outlook.com for more information.

For further information regarding returning or refunding your product, please see briefly our guide here

4. Is it safe to receive orders?

According to the WHO (external link), “The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.” You can find the latest information on COVID-19 on the information pages of the UK Government (external link) and the World Health Organization (external link).

5. Is it possible to reduce contact with the driver when they deliver my order?

Yes. Towelogy's delivery associates and partners have been advised to reduce contact with customers, this may include placing packages at the customer’s doorstep and stepping back.

 You can also choose a safe place location where the driver can leave your package if you can’t answer the door. Drivers are asked to follow your delivery preference where possible. You are able to set your delivery preference during checkout on the Review your order screen by clicking on Add delivery instructions and selecting your desired safe place option.

In order to protect customers and their neighbours, we will only deliver parcels to neighbours when asked to do so by our customers. Please ask your chosen neighbour to confirm they are comfortable accepting parcels on your behalf before asking us to deliver to your neighbour. We will be unable to deliver to your neighbour in cases of local lockdown. 

6. What is Towelogy doing to keep employees safe?

Since the early days of this situation, we have worked to make sure all our employees feel completely secure in their work environment. Employees are encouraged to wear the provided protective face masks and gloves wherever possible to reduce any risk of COVID-19.

Along with this, we're continuing with ongoing, enhanced cleaning in our workplace environment.

7. Has Towelogy made any structural changes to the way it operates in response to the virus?

Due to the increase in unemployment rate in UK, as our part to help our community, we've increased our staff position by 22.2% since the start of the pandemic to play our part in the community the best we can.