FAQ’s about the current COVID-19 lockdown

Posted on November 2nd, 2020

When will you be closed?
In line with government guidance we will be closing our doors on Wednesday 4th November at 5pm, reopening on Wednesday 2nd December 2020.

I’d like to purchase an item from you, is this possible during lockdown?
Yes, you can order your item directly from our website and choose to have the item delivered to your door or click and collect from store.
Please note, that due to the current circumstances, our delivery times will be slightly longer than usual. We will endeavour to dispatch your item within 3 working days of your order being received and it will be sent on either a Monday or a Thursday via your chosen delivery method.
For full details on our online delivery service, please click here.

Can I collect my item from store?
We will still be offering a click and collect service on all orders, which will be available to you each Monday in November, from our store in Drake Circus. We will contact you to arrange a time for collection to ensure we are complying with social distancing measures.

I’m after a particular item but it’s not available online to buy, how can I purchase this item?
Absolutely, drop our team an email via drakesonline@drakesgroup.co.uk and they will be able to assist you with this. We are working hard to make more items available for purchase through our website during this time.

I’m thinking of making a purchase but I’d really love to see the item before I buy or discuss my purchase with a member of the team. Is this possible?
If you would like to view a particular item in real time or wanted to discuss your enquiry with one of our team screen to screen, video appointments are available. Please contact us via email at customerservice@drakesgroup.co.uk or via Facebook, Instagram or Twitter.

I’m ordering a gift online, am I able to have my item gift wrapped?
Of course. Please state this in the notes section of your order and one of our team will beautifully gift wrap your item.

I have a special order due to arrive with you during lock down. What will happen with my order?
Please do bear with us while we await confirmation from our suppliers and outworkers on their plans during this time. We cannot guarantee your order will be with us before 2nd December 2020 but we will do our best to help where we can.

If your order does arrive with us during lock down, we will be in touch. You will then be able to pay your remaining balance online and choose to have your item delivered to your door or collect from our store on Monday’s during November.

You have one of my items for repair. What will happen to it while you’re closed?
Rest assured your item is in safe hands with us. We are still waiting for confirmation from our suppliers and outworkers whether they will be continuing to operate during the lock down so we cannot guarantee your repair will arrive back with us before 2nd December 2020.
For any repairs that do arrive with us during the lock down we will be in touch to let you know. You will be able to pay your remaining balances online and choose to have your item delivered to your door or collect from our store on Mondays during November.

I have an item I’d really like repaired. Is this possible?
We can still offer a diluted repair service depending on the nature of your repair during this time. Please contact us via the details below to discuss your requirements.

I’d really like to speak to someone, how can I get in touch with you?
We are here for you during these difficult times so please don’t hesitate to get in touch. You can email us at customerservice@drakesgroup.co.uk, contact us via Facebook, Instagram or Twitter or if your enquiry is urgent, you can call one of our team on 07552219823 (from 5th November 2020). Our team is on hand to help.

I have an item I’d like to return for an exchange or refund. How would I go about this?
Unfortunately, we will be unable to process exchanges or refunds for items purchased instore while we are closed. We are currently operating a longer exchange and refund period due to Christmas so many of the items purchased from us recently will be eligible for refund or exchange until Sunday 10th January 2021. For any items purchased before this change came into effect, we will extend the refund and exchange policy by however many days missed due to lockdown.

Online orders can be returned for a refund in line with our online returns policy. Click here for more information.

If you have any further questions please get in touch with us. You can email us at customerservice@drakesgroup.co.uk, contact us via Facebook, Instagram or Twitter or if your enquiry is urgent, you can call one of our team on 07552219823. Our team is on hand to help.

Stay safe and we look forward to welcoming you back into store soon. x

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