We're Open For Business
We are open for business and delivering as normal. As we do our best to plot a course through this very strange and horrible time, we want to assure you that we’re doing all we can to keep our staff and customers safe.
Across the business we’ve been operating tighter personal hygiene practices, sanitising work areas several times a day, and splitting shifts and isolating different parts of the business to mitigate any risk. We’ve also put in place safety measures such as no contact delivery.
While it’s something of a moving feast, and a quick one at that, we are well placed to cope. We have plenty of stock and the supply chain is operating well, both coming in and going out. Order in confidence and we won’t let you down.
We’ve tried to anticipate and answer any questions you may have below, and will post updates should anything change. But if there’s anything we’ve missed, please just give us a call or drop us an email.
Please note we are experiencing very high levels of calls and emails, so if it takes us a bit longer to respond, don’t worry, we aren’t ignoring you.
1. Can I still order online and over the phone?
Yes, you can still order online as normal 24/7 and also over the phone – Our Sales lines are open Monday to Sunday 8am to 6pm.
2. I placed an order, will I still receive it?
Yes, our Warehouse team is still working, so we will process your order as soon as possible and our courier will deliver it. Please check the status of your order here: https://www.coxandcox.co.uk/despatch-and-delivery.
This situation with our couriers is changing daily. At the moment, they are delivering as normally as possible respecting social distance. Please check our Delivery page for the latest information.
3. What precautions are your warehouses/couriers taking to prevent the spread of COVID-19?
Our warehouse teams, our couriers and our customers' health & safety is our top priority.
In our warehouses, we've increased our hygiene systems to ensure that hand washing and cleaning are done every hour if not more often, and have deployed split shifts to minimise the number of people working together.
Our couriers have all implemented similar working practices and are now providing no-contact delivery only / delivery to the doorstep.
Our office staff can work remotely from home, therefore as per Government guidelines, our offices are empty and everyone is working from home.
4. Do you have a no-contact delivery process in place?
Yes. All of our couriers are now providing no-contact delivery only.
For houses, this means our delivery driver/ crew will place items in your doorstep / driveway following the social distancing restrictions and guidelines.
For flats and apartments, our delivery driver/crew will place items in the communal hallway or doorway.
5. I'm self-isolating. Can I still get my delivery?
Yes, of course. As we are now providing no-contact delivery. There is no need for you to get out of the house whilst the delivery is taking place at your doorstep.
6. Can I still return my items and have a collection?
Collections with our courier DX are still taking place as normal following the no-contact and social distancing rules.
Collections for our 1 MAN or 2 MAN items with our courier Arrow XL have been suspended until further notice.
Don’t worry either way, as we have extended our returns period and giving you an extra 3 months to arrange a refund or a replacement.
7. I'm self-isolating and getting a large item delivered via by your 2 MAN delivery service. What happens with this delivery process now?
Your delivery will still happen as normal, but as we're now only offering no-contact delivery, we won't be able to deliver to your room of choice. The item will be delivered to your doorstep and packaging won’t be removed.
8. Are you changing your returns policy during this time?
Absolutely, there is a lot to worry about during this uncertain time and we really don’t want you to worry about our return period, so we have extended our return policy from 28 days to 3 months.
9. Is your Customer Service still open?
Yes, our Customer Service teams are working from home, so you can contact us via phone, Monday to Sunday 8am to 6pm or via email at [email protected].
10. Will you be paying your Warehouse and office staff for their scheduled shifts?
Yes, it’s business as usual, so all our employees are paid as normal.
11. The item I have ordered is on Back Order, would this be delayed due to the current Covid-19 situation?
It’s possible as some of our suppliers may be affected by reduced staffing and some may choose to close their door until further notice. As soon as we are made aware of any delay, we will keep you posted via email.
12. I would like to request a fabric swatch, is that still possible?
As all our office staff are working from home and avoiding going out apart to buy food essentials, following Government guidelines, we will not be sending any swatches during this time until we can safely be back in the office.
13. I would like to request a catalogue, is that still possible?
As all our office staff are working from home and avoiding going out apart to buy food essentials, following Government guidelines, we will not be sending any catalogue request during this time until we can safely be back in the office.
You can browse our Online Catalogue here.
We have also stopped our next catalogue mailing going next month to reduce the number of posts delivered via Royal Mail to reduce the risk of spreading Covid-19.
14. Do you have any provision for customers wishing to delay payment for their purchases?
Yes, we have introduced Klarna, a payment provider which will give our customers the option to enjoy purchases now, and pay for them in instalments or in full 30 days later.
To read more about Klarna, click here.
15. Can you deliver outside of the UK?
Unfortunately, due to the current situation, delivery services have been affected and we cannot send any parcels outside of the UK. As soon as everything is back to normal, we will reinstate our international delivery service and allow our international customers to order from us again.