JANUARY 2021 LOCKDOWN

Posted on January 5th, 2021

When will you be closed?

In line with government guidance we are now closed until further notice. At the current time we are uncertain when we will be able to reopen but as soon as we do know, we will let you know.

I’d like to purchase an item from you, is this possible during lockdown?
Yes, you can order your item directly from our website for delivery to your door. Please note, that due to the current circumstances, our delivery times will be slightly longer than usual. Please allow 3-7 full working days for your order to arrive with you.

Orders will only be dispatched on a Monday by your chosen delivery method. Please be aware that orders will be dispatched 2 full working days after your order date which means that we will be sending your order on the first Monday following these 2 full working days. For full details on our online delivery service, please click here.

Can I collect my item from store?
We’re afraid that Click and Collect will not be available during lockdown at the current time. If you have a click and collect waiting in store we will keep this safe until we reopen. If you would like your item sooner, we can deliver this to you, please do get in touch with our team on drakesonline@drakesgroup.co.uk.

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.

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 lockdown. 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. Please note that we cannot guarantee your collection dates as originally stated to you but rest assured your item is in safe hands.

If your order does arrive with us during lockdown, 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 kept safe in store for when we reopen.

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 lockdown so we cannot guarantee your repair will arrive back with us by the original date stated.

For any repairs that do arrive with us during lockdown 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 or kept safe in store for when we reopen.

I have an item I’d really like repaired. Is this possible?
I’m afraid this is not possible during lockdown.

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 or contact us via FacebookInstagram or Twitter.

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. For any items purchased from store we will extend our refund and exchange policy by however many days missed due to lockdown. For full information on our refund and exchange policy, click here.

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 or contact us via FacebookInstagram or Twitter. 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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