COVID-19 KEY INFORMATION FOR OUR CUSTOMERS

During these difficult times, we're open and ready to help you. 

The current restrictions as a result of Covid-19 are a significant challenge to us all and we recognise that you may have some questions you’d like to know before you place your order with us or if you have a query about an existing order.
Chums will continue to operate in line with the government encouraging online home shopping to open for business as normal and with your support, we will continue to do so.

We plan to regularly review and update this page to keep you up to date with all the latest information as soon as possible.

SHOP & SERVICES

Our shop is now open. See details below for the safety measures we have introduced to protect our customers.

DELIVERY

Our standard and express home delivery services are running as usual on all items in stock.

RETURNS

If you are not satisfied with your purchase, you can use our free returns service if you return the items within 30 days.

What if I need to return an item? 

You can return your items within 30 days from receipt of your order. You can use our free returns service via Collect+ parcel shops at no cost to you as normal so long as you use the label provided in your parcel, you can choose to return via another postal service, but this will be at your own cost. If you have lost your returns label, please contact us for a replacement to be sent. 

We can also accept returns brought to our factory shop in Knowsley. If you choose to return your order directly to our shop, please follow the government guidelines and wear a protective face covering, use the hand sanitisers when entering and leaving the building and please stay at home if you are feeling unwell.

All of our other standard policies and procedures for accepting returns still apply. For more information click here on our return policies. 


Can I come into the Factory Shop?

You may come into our factory shop to return items or to shop at your convenience but if you do so, please make sure you follow the government guidelines and wear a protective face covering. From the 24th July it is a requirement that all employees in the Chums shop and all customers wear face masks or protective face coverings. We also ask that you use the hand sanitisers when entering and leaving the building. Please do not come to the factory shop if you are feeling unwell or are experiencing any symptoms of Covid-19.


How long will it take for my refund or exchange to be processed? 

Returns will be processed once your goods are received into our warehouse. It may take up to 10 working days for the refund to go back to the original payment method or to receive your exchanged parcel after we receive the returned goods. However, due to reduced capacity in our warehouse and allowing for a period of quarantine for returned goods, this may extend up to 14 days. 


Can I order using Express Delivery?

For an additional fee we offer an Express Delivery service of 2 working days for items stocked in our warehouse. This excludes weekends and Bank Holidays. Please note that items that are dispatched directly from the manufacturer are not available for Express Delivery. If this applies to your order will not be given the option of Express Delivery at checkout.

If you also provide your email address when you order our delivery partner Hermes, will send an email to you with further updates on the delivery progress of your order. You’ll also be able to choose to divert delivery on an alternative day/ address or to a safe place of your choice e.g. a shed, greenhouse, porch or parcel box. 


Will there be a delay in delivering my order? 

Any item that is stocked by our warehouse is operating as normal and you should receive your order within 3-5 days. Items that are dispatched directly from a manufacturer can take up to 21 days.  However, during this pandemic, there may be unexpected delays should any of our direct dispatch partners decide to temporally close their warehouse as a result of increase restrictions.    

If you have placed an order that is affected, you will be contacted by our customer services to discuss your order.  Should you wish to place an order for an item that is experiencing extended delays then you will be advised of this fact at the point of order.


How can I contact you? 

Our customer order and enquiry lines are open for your call, but due to the measures to keep our team safe, it may take a little longer than usual to answer your call. We appreciate your patience and understanding during this time.   

Orderline is now open from 8am to 8pm Monday – Saturday and 9am to 6pm Sunday. Please call 08715 265 265  (calls cost 13p/min plus network extras).  

Enquiry line is open 8am to 8pm Monday to Friday. If your question is not urgent you can fill in our contact form with your details and the team will get back to you as soon as possible.

Alternatively we also have an online live chat function where you can discuss a query with one of our team whilst you browse on our website. Click here to chat now. 

Follow us on Facebook where we also post regular updates to any service restrictions and news of our special promotions that we run from time to time. 


What measures have you put in place to protect your staff and customers? 

We greatly value the health of both the team at Chums and of our customers, without either, we would not have been around for over 35 years delivering the very best service that is appreciated by millions of customers.

Chums have instigated social distancing rules and procedures within our warehouse and call centre operations in line with the current UK government advice to safely protect our team and the goods that are handled when processing an order. Where possible we have also enabled our teams to work from their home, again to minimise contact and reduce travelling on roads and public transport networks.  

We have enhanced our regular cleaning routines and staggered shift patterns to minimise contact as possible and our delivery partner has also introduced contact free delivery so that you can be confident in receiving you order with the minimum of risk.   

We have made the following changes to the shop to make sure we all stay safe and follow government guidance; 

 a. Protective face covering – from the 24th July, both staff members and customers will need to wear a face mask or protective face covering in the factory shop

 b. Entering and exiting – we now have a one way system, please take a right and walk around the store. We can only have a maximum of 4 customers at any one time – please check before you enter. 

 c. Hand Sanitising – Hand sanitisers are available for both customers and staff to prevent the spread of the virus. Please use the sanitiser when entering and leaving the shop

 d. Social Distancing – Look out for the floor makers to keep a safe distance from others 

 e. Protective Screens – Perspex guards have been installed at our till point

 f. Contactless Payment – Please use contactless as much as possible

 g. Safe Queuing Areas – From entering the store we have dedicated areas where you can queue and stand at a safe distance 

 h. Changing rooms – For the time being the changing rooms are closed, but we are happy to accept returns and offer refunds when required 

 i. Returns – Please place all returns in the basket as they need to be quarantined for 72 hours. 

You may also be reassured that Public Health England guidance advises that viruses similar to COVID-19 cannot survive for long on parcels or boxes and therefore receiving them does not create an additional risk to health. 


Should you have any further questions, please contact us on 08715 265 265 and we’ll do our best to help.  (calls cost 13p/min plus network extras) 

We’d like to say a huge thank you to all our colleagues for their dedication, and also to you, our customers, for your loyalty and understanding during this time. 

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