Business Update
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What measures are you taking to ensure the safety of my products?
Our teams are closely following COVID-19 guidelines as per the World Health Organization (WHO) and the local and national authorities. Your safety is of utmost importance to us. As a homegrown brand, we are in this together with you and understand your concern about yourself, your families and the communities we all live in.
Our number one priority will always be the health and safety of you, our customers and our own people. We would like to share with you a few precautionary measures we have been practicing in our daily operations:
Sanitised facilities. We own and operate all our warehouses ourselves, and ensure the highest standards of cleanliness and hygiene at all our facilities. In addition to our stringent safety standards, we have further introduced disinfection processes and rigorous sanitation of all locations. Along with sanitisers at all workstations, our employees have the appropriate protective gear to ensure their safety and yours.
Driver hygiene. All our drivers have been trained on hand hygiene best practices as per WHO guidelines. Additionally, they are now sanitising their hands before and after every interaction.
Contactless home deliveries. We have now advised changes to our standard doorstep procedure so that prepaid orders can be left at your door rather than being handed over – to minimize interaction. For all Cash on Delivery orders, our couriers are trained on hand hygiene and will be sanitising their hands before and after every interaction.
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I want to place a Click & Collect order?
Click & Collect is now available at select stores and pick up locations. You can view available collection locations during the checkout process. Alternatively, our home delivery service is still available in some regions.
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I have received an email informing me that my order has been cancelled.
A recent directive from the CITC requires us to cancel and refund all undelivered orders placed before 30th April. We have initiated this cancellation process and rest assured there is no action required from your side. Please kindly allow 14 days for the refund to be credited to your account.
We sincerely apologise for the inconvenience caused and appreciate your understanding at this time. Thank you for your patience as our teams continue to work hard to process the refunds owing to the Government mandate.Did you find it helpful? Yes No
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I am unable to select my preferred store for click & collect
From time to time we need to temporarily deactivate click and collect for certain stores. We will endeavour to reactivate these stores as soon as possible. In the meantime please select an alternative store or home delivery.
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I have a credit note which expired whilst your stores were closed, is there anything I can do?
Credit notes are valid for 6 months, in the event it expires during the period of store closures, please contact our customer support team who will be able to assist you.
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Your customer support team were meant to contact me, and they are yet to do so,
We are currently experiencing extremely high volumes in our contact centre. It will take us slightly longer than usual to contact you. Alternatively, you can you can find the answer to our most frequently asked questions here.
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I am unable to contact your customer support centre.
We are currently experiencing extremely high volumes in our contact centre. Alternatively, you can you can find the answer to our most frequently asked questions here.
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I have submitted a return request, but I have not heard from you.
Due to operational restraints, we are currently unable to process any return collections, however you may return any unwanted items in store (in line with our returns policy).
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