Please be aware that our deliveries are taking slightly longer than normal, due to extra measures put in place to help keep our workforce and customers well. Thank you for your understanding.
For more information about our delivery and returns, please read our FAQs below.
Q. How are Country Collection looking after their staff during Covid-19?
We’ve reduced our staffing levels to the bare minimum and our new opening hours are now Monday to Friday 9am-5pm. All those employees who possibly can are working from home. We now have just a small core team answering your calls and processing your orders. Our company continues to monitor the situation closely to ensure that we abide by any guidance received from the government and that we protect the health and wellbeing of our employees.
Q. Is your warehouse still operating?
It certainly is, but with a reduced workforce. This ensures there is significantly more than the safe 2 metres distance between each member of staff. Additional measures have been introduced to further safeguard our workforce; these include:
Q. Will my parcel be delayed?
Your parcels are despatched via Royal Mail, which remains open for business, however tracked deliveries within the UK are experiencing some ‘slightly longer’ delays. Please visit www.royalmail.com/coronavirus for the most up to date information.
Q. I live overseas. Can I still order from you?
We welcome orders from overseas however, international delivery is experiencing more significant delays, with mail to some countries being suspended. Please visit www.royalmail.com/coronavirus for the most up to date information.
Please click HERE for country by country updates.
Q. Is it safe to receive parcels?
According to the World Health Organization (WHO), the likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes Coronavirus (COVID-19) from a package that has been moved, travelled and exposed to different conditions and temperatures is also low.
All our warehouse staff and delivery couriers are fully informed of the precautionary safety measures in place to avoid the spread of COVID-19.
Q. If I am in self isolation how will the courier deliver my parcel?
All delivery couriers have been advised to ensure contact-free deliveries with customers, as far as possible. Having knocked on your door, they will then step aside to a safe distance while you retrieve your parcel. This will ensure your parcel is delivered securely.
Q. Will I be required to sign on the portable delivery device as usual?
No. Royal Mail will not be asking any customers to handle PDAs and will record the delivery location on their device.
Q. If I need to return something, how do I do this if I am self-isolating?
We understand that returning items will most likely be difficult for you during these challenging times. Please don’t worry, your safety is more important; we will honour all returns that are delayed during this period. Please follow our normal returns procedure as soon as it is safe for you to do so.
Additionally, our products are backed by a special no time limit product guarantee meaning that if, at any time during its lifetime, an issue arises with the quality of the product, you may return it for an exchange or immediate refund in full.