April 16, 2020 3 min read
Firstly, we hope you and your families are keeping safe and well at this time. We just wanted to give you a quick update about where we’re at here at Jileon Wellies, and answer some questions you might have that have been asked recently.
Are you still delivering?
We are still sending out our wellies which we know are so needed with all the walking and gardening that people are doing at the moment. Our Free Next Day service is still running smoothly with rare delays due to courier workloads and our Standard Royal Mail is still running but please be patient with your Postman if it's taking slightly longer than normal. Most Royal Mail orders will be with you within five working days, however please bear with us if it takes a little longer.
What’s your returns policy?
Our usual returns policy is 14 days, however we are acutely aware that this is not possible at the moment so if you’re now unable to make your return in that timeframe don’t worry – we’ll be allowing extra time for returns and you don’t need to contact us. When returning something, make sure you put your paperwork in the bag so we know who the boots belong to. It’s taking us longer to process returns so please be patient if you haven’t heard from us, we will handle returns within 24 hours after they arrive back with us.
What happens if I’ve requested an exchange?
You can still exchange your boots as normal (providing they are in stock) and as with our returns we will be extending our timeframe on this to meet with restrictions you may be having.
When will you reply to my email?
We’re sorry that we’re being slow to reply – we’ve had more emails than ever before so please bear with us while we work our way through. We can’t give you an exact timeframe, but we will come back to you as soon as we can, usually within 24 hours.
I’m self-isolating but want to return an item, what do I do?
Please do not worry – we will be allowing extra time for returns, so just send your boots back when you can.
How do I get a returns label?
Your invoice that came with the boots has all our returns info on the reverse. Please use this to return/exchange your boots.
How are you looking after your workers?
We are a small team, just the 3 of us and we want to make sure that our own families are safe and well as well. We now only have one person in the warehouse and office each day handling orders, emails and returns. After each shift, in line with the UK/US government and World Health Organisation guidelines, we are cleaning down our work areas making them safe for the next team member the following day.
How can I get in touch?
Our phone lines are open most mornings but it is quicker usually to contact our friendly Customer Service team via email email@example.com
How are you making deliveries safe?
The current advice is that it is safe to receive parcels, although we do recommend washing your hands after handling one. Our carriers suggest you choose a safe place for your parcel to be delivered.
Are all your products still available?
At the moment, we have good availability on most wellies.
We wish you all and your families well at this time and we thank you for the continued support you are giving us. Please be kind, look after yourselves and each other and stay safe
Comments will be approved before showing up.