COVID-19: OUR WEBSITE & ONLINE DOOR EXPERTS ARE OPEN AS USUAL BUT SADLY OUR SHOWROOMS ARE NOW CLOSED Find out more
 
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Coronavirus: Covid-19

CORONAVIRUS (COVID-19)
INFORMATION FOR OUR CUSTOMERS
 
SADLY, OUR SHOWROOMS ARE TEMPORARILY CLOSED
  

Due to the situation with Coronavirus, we’re very sad to have to let you all know that we’ll be temporarily closing all Todd Doors showrooms from the end of the day on Monday 23 March 20.
 
We may well be closing our showroom doors but you can still browse our website and shop online.  You will be contacted by our contact centre team regarding a delivery date after placing your order. Our 48 hour delivery service is suspended until further notice.

Deliveries have reccommenced from our London and Bournemouth Warehouses, with our drivers excercising 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.

We are trying 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 when the time is right to re-open them.
 
If you wish to be updated as to when our showrooms are back open, simply enter your email address below and then click "Subscribe".


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LAST UPDATED: 13/05/20  18:14PM



Why are you closing your showrooms?
We have done our very best to keep our showrooms open as long as possible because we know there are many people looking to finish projects that they’ve already started. Unfortunately it is clear that in order for us to support our Governments advice regarding Social Distancing, it is no longer feasible, nor responsible, to keep our showrooms open.



How long do you expect your showrooms to be closed for?
We simply don't know at the moment. The situation is rapidly changing and we will continue to follow, and support, the Governments and Public Health England's advice. 




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?
Unfortunatley 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 neccesary, 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 offerring 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 recieve 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 wellbeing 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.