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Customer Information and Updates

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Keeping us safe in stores

We are managing the number of guests in our stores. We are observing social distancing inside and outside. Our team will be wearing face masks and gloves. We will provide complimentary face masks for customers who require them. We have hand sanitiser available for your use at entry and exit. Our stores are deep cleaned before opening, and cleaned regularly throughout the day. Fitting rooms are closed – they can be opened on request, and will be cleaned after use. Clothing that has been tried on or returned will be quarantined for a minimum of 24 hours.

For all new customer information and updates please review our Q&A below.

 

 

Covid-19 Updates Q&A's

+Q1. Are there any shipping delays?

A1. No, all fulfillment sites and delivery partners are operating as normal with no delays to deliveries.

+Q2. Are you still delivering worldwide?

A2. Yes, we are still delivering to all of our usual delivery destinations.

+Q3. Are there any particular countries affected?

A3. Not at the moment, we are delivering to all shipping destinations as usual. Updates can be found for each destination on our courier partners websites DHL and UPS.

+Q4. What steps have you taken to ensure the packages and products are virus-free?

A4. All of our fulfillment sites and delivery partners have ensured that all members of staff have optimal sanitisation protocols in place to prevent any potential spread of the virus.

+Q5. I do not want to interact with the driver – can you waive the signature?

A5. Yes, the drivers can waive the signature requirement upon delivery, minimizing their interaction with you. This is constantly being reviewed by our courier partners to ensure maximum safety.

+Q6. What is your returns policy?

A6. You have 30 days to return your online purchase for a full return.

+Q7. Can I still drop my parcel for a return at a drop-off location?

A7. Yes, but we would recommend customers to arrange a pick-up from their home addresses instead to avoid unnecessary exposure.

+Q8. Do you still provide repair and rewaxing services?

A8. No, we’ve suspended all aftersales services until all our retail locations re-open worldwide. If you have any questions about our aftersales services please contact us at customerservice@belstaff.com.

+Q9. Do you still ship spare parts?

A9. No, to protect our teams internationally we’ve suspended all replacement part requests until further notice.

+Q10. Are your stores closed?

A10. Some are: our UK stores are closed from Thursday 5th November 2020 until further notice. All our other retail locations remain open.

+Q11. Are your outlets closed?

A11. Some are: our UK outlets are closed from Thursday 5th November 2020 until further notice. All our other outlet locations remain open.

+Q12. What steps have you taken to ensure the stores are safe?

A12. We are managing the number of guests in our stores. We are observing social distancing inside and outside. Our team is wearing face masks and gloves. We provide complimentary face masks for customers who require them. We have hand sanitiser available for your use at entry and exit. Our stores are deep cleaned before opening, and cleaned regularly throughout the day. Fitting rooms are closed – they can be opened on request, and will be cleaned after use. Clothing that has been tried on or returned will be quarantined for a minimum of 24 hours.

+Q13. I have an order ready to collect in store. What do I do?

A13. Our customer service team will contact you as soon as possible to discuss your options. We can also be reached at customerservice@belstaff.com.

+Q14. I have a repair/re-wax ready to collect in store. What do I do?

A13. Our customer service team will contact you as soon as possible to discuss your options. We can also be reached at customerservice@belstaff.com.

+Q15. I need to speak to someone in store. What should I do?

Q15. Stores that remain open accept direct phone calls. For queries regarding our UK locations, please email customerservice@belstaff.com and the team will assist you further.

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