COVID-19 FAQS & Delivery Information

As per HSE guidelines (updated the 30/3/2020), Very Strict contactless procedures have been implemented, from the order fulfilment stage to the procedures around handling goods on deliveries.  Our couriers are out making totally contactless deliveries and we're still taking limited orders online & over the phone!

We're doing everything we can to keep both our customers and staff safe to minimise the risk of spreading COVID-19.

The key terms/points to note of business as per the new guidelines: 

Customers Service Team: We are all working remotely with access to RW phone systems and IT infrastructure for managing orders and queries. 

Distribution Centre:  Is operating on very limited capacity in order to ensure the safety of our staff, we are only permitting one member to work at any one time in this area and have stopped receiving any inbound goods until the 12th of April.

Couriers: Are operating on a totally contactless basis, Goods are picked up from our warehouse when no member our team is onsite, Goods will only be delivered to customers that receive their order to the Kerbside only. Drivers have been instructed not to make any contact in person with the end customer. Additional requests cannot be offered at this point as it could en-danger our courier's staff, these requests include removal of cardboard, the specific placing of orders within the garden setting or assembly.  

Have a read below on the measures we're taking if you'd like to learn more.

 

 

Can I still order?

 

Yes! You can order online or over the phone by calling us on 059-9156285 (ROI) & 01617100596 (UK). Our Distribution Centre (where we keep large stocks of items), delivery and customer service teams continue to operate (while of course taking precautions to minimise the risk of transmission of COVID-19, most of our team are working remotely or on limited capacity in order to ensure the staff and distancing of staff ).

 

I'm thinking of placing an order? Will you be able to make and deliver it?

 

 Yes. Our delivery couriers continues to operate, IN A CONTACTLESS METHOD, so we have STOPPED our assembly option and we will be leaving the goods on the Kerbside. Obviously circumstances may arise that might cause a delay to your order. But, if you have any concerns, you can always place your order and cancel at any time right up until delivery. And don't forget that you can return your items up to 14 days after delivery once you package it up the way we delivered it if you’re not happy.

 

Are any of Galleries open?

 

RW HQ Store is now closed, however, most of our Galleries are now closed. 

 

What precautions are Rathwood taking to prevent the spread of COVID-19?

 

Most staff are now working remotely and in our Distribution centre. All high contact surfaces (e.g. door handles and computer equipment) are being sanitized every two hours. We are only allowing one member of a team to work at any one time to ensure safe working environment. Staff with symptoms - or staff who live in a household with someone with symptoms - have been asked to self-isolate in line with government guidelines. The safety of our staff, customers and community is a top priority for us.

 

What if my order is still in production or hasn't yet been delivered? Will it be delivered to me?

 

Our orders are still being produced however we have decided to stop transferring goods from Factories into our Distribution Centre until the 12th of April. Delivery service continue to operate under new HSE guidelines only. If you'd like an update on your order please contact our team on 059-9156285 (ROI ) or 01617100596 (UK)

 

What precautions are your delivery teams taking to prevent the spread of COVID-19?

 

Our delivery partners take the health and safety of our customers very seriously. We are asking that we now to move to a Contactless Kerbside delivery as it is safer for our partners, we also are advising that staff will not enter customers homes at all and will not require a signature on completion. We also have removed assembly and cardboard removal options for now. Any staff with symptoms of COVID-19 - or staff who live in a household with someone with symptoms - have been asked not to come into work. The delivery teams are supplied with hand sanitiser to apply pre and post every visit to a customer's home and also sanitising wipes for use on the handheld equipment which the customer comes into contact with. 

 

I'm self-isolating. Can I still get my delivery?

 

Yes. Deliveries in ROI, we have removed the full-service option: assembly and removal of packaging. We have waived the signature element of the process to reduce any contact. We are trying to make the process as contactless as possible. In the UK we are delivering all orders to the Kerbside only. Please notify us if you are currently self-isolating and cannot currently accept delivery. We'll be happy to store your items for 4-10 weeks free of charge, though we may extend this to help out.

 

I'm self-isolating. Can I still return my items and have a collection?

 

Not a problem. Please let us know if you're self-isolating and we'll organise a collection when your quarantine period has ended.

 

Can I still get in touch with your customer services team?

 

Yes, you can contact our customer team via email or live chat over this period. Or you can call them on  059-9156285 (ROI) & 01617100596 (UK). They'd be happy to chat!

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