COVID-19: MOST SHOWROOMS ARE OPEN BUT WITH CHANGED TRADING HOURS – PLEASE CHECK OPENING DAYS AND TIMES BEFORE TRAVELLING TO YOUR LOCAL SHOWROOM. Find out more
 
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Coronavirus: Covid-19

CORONAVIRUS (COVID-19)
INFORMATION FOR OUR CUSTOMERS
 
ALL SHOWROOMS SAFELY OPEN AGAIN FROM JUNE 15TH.

Following latest Government safety guidance, all Todd Doors showrooms will be opening from 9.00 am 15th June, with an emphasis on social distancing and limiting risk for our staff and customers.

 

During these unprecedented times, we will be running with a reduced staff headcount to maximise the safety for all – whilst maintaining the level of customer service we’ve long prided ourselves on.  As a result, our opening times will be adjusted until further notice.  The showrooms will be opened from 8.00 am until 5.00 pm Monday, Tuesday, Thursday, Friday, and 9.00 am till 5.00 pm Saturday, but closed Wednesdays and Sundays.

 

Our Door Experts can still handle enquiries on Wednesdays via our help line 0800 633 5050.  The whole business will be closed on Sundays.

 

Instore Safety

Customers will be admitted to the showrooms in compliance with our risk assessment processes.   Due to these new arrangements, you may experience some delays accessing stores, however we will do our best to keep the inconvenience to a minimum.

 

For added peace of mind, customers will be provided disposable gloves when browsing in store.  Hand sanitiser will also be available. Whilst all door handles will be regularly cleaned.

 

No more than 3 people from the same dwelling may visit at the same time, with responsible social distancing from staff and other customers essential.

 

Unfortunately, our instore public toilets will be closed.

 

Deliveries and Collections

Deliveries have recommenced from our London and Bournemouth Warehouses, with our drivers exercising strict social distancing when on site.

 

We are working with limited resources at this time so that our picking staff can work safely, and delivery slots are available on a first come best served basis.

 

Customer collections are not permitted until further notice.  However, our customer services function is in full operation.

 

We continue to show some restraint and protect our workforce during these difficult times and your continued patience and support is greatly appreciated.

 

Please take care of yourselves, and your loved ones during this difficult time, and we look forward to seeing you back in one of our showrooms soon.

To view our Covid-19 risk assessment please Click Here.


 

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LAST UPDATED: 10/06/20  17:14PM



Can I still order online?
Yes you can! 
However, delivery lead times are longer than usual as we are working with a reduced warehouse team to enable strict social distancing. Collections from any site are currently still not permitted.

Our door experts will contact you to confirm a delivery date once you have placed an order or via Live chat if you wish to enquire first.

Our 48 hour delivery service is suspended till further notice



Can I still Click & Collect?
Unfortunately not. As a result of the recent announcement from our Government and Public Health England, we have now made the decision to temporarily suspend all Collections and our Click & Collect facility.




Can I still speak to one of your Door Experts?
Yes you can! Our Online Door Experts will still be available to provide you with the support and advice that you need. Please feel free to call them on 0800 633 5050 or alternatively talk with them via the LiveChat facility on our website.



What will happen if I have a query or complaint?
We are still going to be operating a scaled down version of our Customer Service Team. Please allow them extra time to deal with your enquiries during this difficult period.



What about your deliveries and collections?
We have resumed deliveries with a limited workforce out of our Central Distribution centre and Bournemouth warehouse.

Collections and our Click & Collect facility are temporarily suspended as are our 48 hour delivery options.



Are deliveries running on time?

Yes we are back to offering a delivery service on our own vehicles and these are meeting the commitments that we have made to customers when booking.

Working within the advice given by the Government and Public Health England, our drivers will deliver to the front of a property or an unoccupied Garage or out building, it is a contact free delivery service currently. We are unable to bring goods into a property or collect goods that are not placed outside and allow our drivers safe access.

There were disruptions to lead times and deliveries, but we have contacted affected customers and rescheduled where necessary, currently we are meeting our revised delivery commitments again.



What is the earliest possible delivery date?
Please contact a door expert via Live chat or on 0800 987 8667 to discuss your order and they will help plan your delivery, there has obviously been some interruption to our service levels and as the situation is quite dynamic they are best placed to help you.



Are there any restrictions to your delivery service?
Our deliveries using our own fleet of vehicles, out of London and Bournemouth, is offering a full service and is meeting deadlines.

For customers living outside of our own fleets reach we have begun delivering by through Palletways network again. This service is only suitable for customers who are happy to receive a palletised door delivery to the kerbside

There are delays in the UK Pallet network at the moment and so we are not offering a 48 hour service until further notice, please check with a door expert on Live chat or by calling 0800 987 8667 

For ironmongery only orders, we continue to offer full UK delivery inline with availability of the DPD delivery service. More information about their service can be found here.



Should I be concerned about touching an order I have received or collected?
Public Health England have said that there's no current evidence to suggest that the virus can be transmitted from packages.




What if I'm self isolating or do not wish to come into contact with a Delivery Driver?
We are operating a distancing policy and you will be asked to receive your doors to a point outside of your domestic property or into an Outbuilding / Garage where there is no risk of our driver coming into contact with people.

You will not be asked to sign any documentation, our driver will simply photograph the delivered items as proof of delivery.

We ask that for everyones well-being that you respect our drivers requests to stay at least 2 metres distant.



What if I'm self isolating and I need to return a product?
If you have been unable to return a product due to self isolation restrictions, we will honour a late return so long as it meets with our Returns Policy, and is subject to a valid proof of purchase such as a receipt or delivery note.



I'm a Trade Customer, is your Trade Accounts Team still available?
Yes they are! We will be operating a scaled back department to support our Trade business accordingly.
Our remote/field based representatives will however not be making customer face-to-face calls during this period.