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Customer Information and Updates

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Customer Information and Updates 

 

To our Belstaff Community,

You are at the centre of everything we do and every decision we make.

To safeguard our customers and staff, we have taken the decision to close our stores from 20th March 2020, until further notice.

We’ll be right here online as usual. To help you through these difficult times, we have extended our ecommerce returns to 30 days. If you have an in-store collection for your current order, we will contact you to arrange an alternative plan.

Please be assured our warehouse teams and delivery partners are following the strictest standards of hygiene.

If you have any questions, our Customer Service team is ready as always to help – please contact them at customerservice@belstaff.com.

Over almost 100 years, we have faced many challenges and tests. Endurance is in our DNA, our foundations are strong, and our support for you is unwavering.

We'll stay in touch, and let’s all stay safe,

Helen Wright 

CEO

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

 

Q&A's

+Q1. Are your stores closed?

Yes - All our stores are now closed until further notice.

+Q2. Are there any shipping delays?

 No – All fulfillment sites and delivery partners are operating as normal with no delays to deliveries.

+Q3. Are you still delivering worldwide?

Yes – we are still delivering all of our usual delivery destinations

+Q4. Are there any particular countries affected?

Not at the moment, we are delivering to all shipping destinations as usual.

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

Yes - DHL drivers will waive the signature requirement upon delivery, minimizing the interaction with the driver.

+Q6. What steps have you taken to ensure the packages and products are virus-free?

All of our fulfillment sites and delivery partners have ensured that all members of staff are increasing sanitisation regularly to prevent any potential spread of the virus.

+Q7. What is your returns policy? Have you extended it?

Yes, we have extended our returns period from 14 to 30 days for all purchases made online and in stores.

+Q8. Can I still drop my parcel at a drop-off location? 

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

+Q9. I am returning my order. Do I still need to leave the parcel open for inspection by the driver?

No. You can seal your parcel and give it to the driver tight shut. Your box will be digitally scanned when it arrives at the depot.

+Q10. I have an order ready to collect in store. What do I do?

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

+Q11. I have a repair/re-wax ready to collect in store. What do I do?

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

+Q12. Do you still provide free repairs and rewaxing?

Due to our store closures we’ve suspended all aftersales services until we reopen. If you have any questions about our aftersales services please contact us at customerservice@belstaff.com

+Q13. Do you still ship spare parts?

No - To protect our teams internationally we’ve suspended all replacement part requests until further notice.

+Q13. Are your Outlets open? Can I buy from them online?

No - All our outlets are now closed until further notice and our outlet products are not available online.

Need help? Contact us