Covid-19 Statement From Hiatt Hardware
Last Updated: 1st April 2020
A Message to our Customers
In line with the latest government announcement, we are updating our customers. Hardware stores have been classed as essential retailers. Whilst we are still open, we are reviewing our services daily, and implementing measures to provide an essential service, whilst keeping our customers and staff safe. The safety of our staff and customers is our priority.
We are still dispatching and delivering orders as usual, but there may be a short delay. There will be no refunds for delayed orders. If your order is strictly time-sensitive, please contact us using our live chat function, to ensure your delivery will arrive on-time.
We currently use DPD as our nominated delivery service provider. All DPD depots and hubs are working as normal and they have no closures affecting any of their sites.
Customers are no longer asked customers to sign our handheld units and instead, DPD delivery drivers will sign it on their behalf. The consignee's name will be recorded and a 'Delivered on Authority' message in the signature section of the unit.
With this new process, you will still get your full track and trace functionality, giving you complete visibility of all your parcels. This now forms our proof of delivery process for all deliveries until further notice.
Please track your orders using your delivery tracking number sent in your Delivery Confirmation email and/or Text Message.
Contact Free Delivery
DPD have added to their contact-free delivery process, recognising that some people may be self-isolating and unwilling or unable to open their door to receive orders. You can download the DPD app and set your delivery preferences to leave in a safe place. If you don't have the DPD app you can select Leave Safe in your in-flight options. You can now leave a note on your front door telling us where to leave your order and the DPD driver will take a photo. Without the leave in a safe place instruction, DPD drivers will not deliver the order.
Here's a copy of the new notification DPD will be sent to you, to make sure you know about leaving a note on your door:
Click and Collect
We use the DPD Pickup service to offer a click and collect delivery option to customers. To comply with the Government's advice to close non-essential shops, DPD is immediately suspending their DPD Pickup service. This means you won't be able to drop off your parcels at a shop, divert their parcels to a shop in-flight or collect your parcels from your local shop.
We encourage all our customers to place orders online using our website. We will continue to provide support over the phone as normal, but please use the Live Chat feature on our website where possible.
Returns & Refunds
The returns policy will change for orders from today, and 30 days prior to today, to make it easier for customers to return orders isolating during the Covid-19 outbreak. All returns must be logged through our Returns Center within 30 days of receiving the order. Returns can still be logged via Returns Centre, but please DO NOT send orders back to us, until social distancing guidelines allow for our warehouse to reopen and accept returns.
Once our warehouse reopens, an email will be sent to all those customers who have a logged a return through Returns Center, to notify you to send the products to us. You will then have 14 days to return the items back to us. Refunds will be processed within 14 days receiving your return. Returns will still be paid for by the customer unless the order is damaged upon receipt or your order has missing products. Delayed orders will not be refunded unless the products are damaged upon receipt or your order has missing products.
Carriage charges will not be refunded unless the order is damaged. Carriage charges will not be refunded for delayed orders.
We have taken additional measures to provide our staff with clear information on the virus and methods of control, using the NHS/Government websites as a reference point.
We have also equipped our premises with notices to keep our staff protected, along with several hand washing/sanitising station. We are continuing to undertake additional cleaning procedures to keep our staff safe.
We want to assure you we’re working hard to ensure tradespeople and homeowners across the UK can safely continue their urgent work to properties. These are unprecedented times, and we pray the impact to our customers, families and businesses is minimal.
Please follow Government Guidelines, and stay at home where possible.
The Hiatt Hardware Team