Covid 19 Update
Notice to all European Union Customers
We are noticing that import VAT and customs handling charges are being charged to most customers ordering from the E.U. The amount varies by country. Please keep in mind when ordering that you may be required to pay these charges depending on your country's laws.
These fees are the responsibility of the buyer and as such, we will not pay these for you. You will need to pay any charges to receive your order!
International Update 21st December 2020
Due to a mutated strain of Covid-19 in the U.K, France has shut it's borders to the U.K lorries attempting to cross the border. This disruption is likely to last 2-3 days and will prevent us sending any deliveries to Europe.
Please allow an extra 3-4 days for your order to ship out. At this point we would not expect anymore parcels to be processed until after Christmas, please bear this in mind when ordering.
Royal Mail Update 9th December 2020
Royal Mail are experiencing record demand for their services, due to the current Pandemic and explosion of online retailing, coupled with a record breaking Black Friday sales season. Please allow an extra 2-3 days for your deliveries to arrive. We've noticed that standard delivery is affected far more than express by these delays. If you need your items urgently please consider using an expedited delivery option (available at checkout)
Thank you for your continued patience, we know it is frustrating and we share your pain!
Covid-19 Update 3rd November 2020
Shipping As Normal! As we enter a new period of lockdown in the UK from Thursday 5th November, we would like to reassure our customers that our website will be trading as usual and that we do not anticipate any internal delays in our promised dispatch times, and we continue to ship to all locations stated in our terms & conditions as normal. If we hear of any delays with the shipping companies that we use, or with Royal Mail, we will update this page accordingly.
We have implemented strict measures within our warehouse to ensure safe levels of hygiene, social distancing, and additional stringent, regular cleaning routines to keep our employees safe.
Please do check back to this page for updates over the coming weeks.
Covid-19 Update 1st May 2020
As of 1st of May 2020, Europens have now reopened. And while it's far from business as usual you can rest assured that we continue to provide you with the best service we can during this time.
We have implemented some changes to help make our workplace “Covid19 secure” and keep our workforce safe. We continue to trade via the website, shipping out orders, as per the current government advice for online businesses. In order to maintain safe working practices at this time, we are operating on a reduced workforce in order to ensure social distancing and therefore we cannot currently guarantee same-day dispatch for our economy orders. We have implemented very strict measures within the premises for keeping social distance and preventing cross-contamination of surfaces, as well as stringent and regular cleaning routines. Some of our staff continue to work from home and our customer services team are available by email should you need them (firstname.lastname@example.org).
We cannot currently allow customers on-site at our warehouse, so 'collect in warehouse' orders will not be accepted.
We would like to take this opportunity to thank you for your patience as we will be processing orders as quickly as we can with a limited crew of staff.
A note on UK deliveries:
UK deliveries continue to be affected by the Temporary change to postal arrangements on Saturdays that the Royal Mail introduced earlier this month. More information about this can be found on the Royal Mail website here. But essentially this means that orders may take an additional day or two to arrive. Royal Mail are advising that normal Saturday delivery arrangements should resume on June 13th (correct as of the time of this post, but obviously subject to change).
A note on European and international deliveries:
The postal services in other countries also remain affected and may delay your delivery so please do check the current situation before ordering.
You can maintain social distancing on your doorstep when accepting deliveries by stepping back from the door when you open it. Courier companies and Royal Mail have put measures in-place to ensure deliveries can be left safely without compromising the safety of our customers or delivery drivers.
Covid-19 Update 8th April 2020
As of 8th April 2020, to protect the safety and wellbing of our staff, Europens is now closed until further notice. All orders placed on or before this date will be fullfilled, but we will no longer be taking any new orders. We will continue to monitor and answer queries via email only during this time. Once we feel it is safe to reopen we will do so in line with any government advice.
Covid-19 Update 17th March 2020
As of 17th March 2020, following government advice, we are taking measures to help prevent the spread of the virus and to protect our staff and valued customers. There are currently a relatively low number of cases in Kent, but we are taking precautions in order to help to protect the health and wellbeing of staff and customers.
Any staff member that can work from home is currently doing so and it is possible that there may be some disruption to our phone line as we move our customer support team to home working. We would advise emailing our team via email@example.com for all queries and not to use the phone number for general queries as this allows us to be as flexible as possible to our staff.
Staff members have been briefed on the new government advice of isolating for 14 days should anyone in the family be showing symptoms and we have enhanced the cleaning of our warehouse and office surfaces, with hand sanitiser installed for staff to use as required.
Currently, all of our dispatch promises are valid and we will continue to prioritise Tracked 24 and courier shipments. Should our staffing situation change, we will update customers via this page. We are following our courier’s advice regarding international shipping.
We will no longer be offering 'collect in warehouse' as a postage option to help isolate and protect those workers who cannot work from home.
We will continue to monitor the situation and any changes in government advice will result in updates to this page. Please check back for up-to-date information. For local store updates, please check our social media page.
We would like to thank you for your support during this time and our thoughts are with the families around the world who have lost loved ones due to Covid-19.