Coronavirus Information

The health and safety of our in-store experts and customers is our top priority, so in line with government advice regarding COVID-19 (coronavirus), all of our stores are temporarily closed until further notice. For more information, please contact customer services at enquiries@cotswoldoutdoor.com or via live chat on our website. We’re always open online, so in the meantime, you can still shop our new season range. Please keep visiting this page for the latest information.

At times like these, the well-being of our customers, staff and partners is more important than ever. In line with government advice regarding COVID-19, we’re committed to doing everything we can to keep everyone who works and shops with us safe, whilst still supporting them to get outside as much as possible.

 

Our Head Office teams are working from home and our stores are now temporarily closed, with expert advice and inspiration available online to help customers enjoy the outdoors in a sustainable and safe way. Our passion and knowledge for what we do remains the same, if not more in these difficult times. 

 

Our website is trading as usual and our logistic provider will be restricting physical contact for your safety and theirs. Our warehouse and customer service teams are working around the clock to keep things moving and prevent any delay to orders, but please bear with us as the situation develops and more measures are introduced to help protect our businesses and communities. Should you have any questions, don’t hesitate to get in touch at enquiries@cotswoldoutdoor.com.

 

We believe that people are happier outside, something which holds true now more than ever. We encourage everyone to stay safe, support one another and do your best to spend what time you can outdoors in a responsible way. We’ll be staying in touch with any updates or changes but most importantly, will continue to inspire and prepare you to get out there safely, whenever, wherever and however you can.

 

Jose Finch

Managing Director, Outdoor and Cycle Concepts

Our online orders and deliveries

- Can I still order online? 

 

  • Yes, we are still operating as normal. We might experience some delays in getting your orders out, but we are endeavouring to deliver on time.
  • We are following the advice of Government agencies, including Public Health England, and current Government requests.
  • If you have any questions or concerns, please continue to check here for the latest information or use our live chat service to raise direct questions.

 

- Can I still receive orders via carriers?

 

  • Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the guidance from PHE for people to wash their hands more often than usual using soap and hot water.
  • Our carriers have adopted safe delivery practices which lessens the contact with the drivers. Where you can, please indicate a safe place for parcel drop-offs. See our guidelines for deliveries.

 

- Should I be concerned about handling a package?

 

  • Public Health England have stated that there is no current evidence to suggest that the virus can be transmitted from packages. Please ensure you follow government guidelines on safe handling.

 

- What if I’m self-isolating or I do not wish to come in contact with a delivery driver?

 

  • The drivers are not approaching customers, they are respecting safe handling procedures. If there is not a safe place that has been designated, they will attempt to deliver the package by notifying the customer there is a package to receive, standing back 2 meters from package, letting the customer collect the package, and signing the delivery acceptance on behalf of the customer.
  • Customers do not have to receive the parcels directly from the courier or even have to sign for the parcel. The driver will ask for the name of the person accepting the shipment and will sign on their behalf.
  • Using a safe place for a package to be left is an option if you do want to avoid contact with a driver.
  • If a delivery is attempted and you do not respond, a card will be left to arrange a new method of delivery.

 

- Are deliveries running on time?

 

  • We are currently experiencing some delays in delivering orders to you at the moment, while we make necessary adjustments in our warehouse following government guidelines about social distancing. If you order is more than 3 days late, please contact customer services on our live-chat service or email

 

- Can I still use Click and Collect?

 

  • We have withdrawn this facility in light of stores being temporarily closed
  • If you were unable to collect your order before our stores closed, please contact our customer service team and arrange an alternative delivery method or a refund. With the current situation and volume of calls it would be best to use our live chat service or email to raise direct questions.

 

Returns

 

- If I’m self-isolating, how do I return a product?

 

  • If you have been unable to return an unwanted item due to self-isolation restrictions, we will honour a late return as long as the item meets the other terms of our returns policy, including a valid proof of purchase such as a receipt or delivery note.
  • If you are an Explore More customer, you have the benefit of a 100 day return policy.
  • If in doubt, contact our customer service team so they can log notes on your account if you are experiencing difficulties in returning items within the time frame
  • By using direct chat or email, our customer service teams are able to assist you better.
  • Returns are still being accepted in store and will be posted back to our warehouse. If this policy changes we will notify you online.

 

Our stores

 

- Why are you closing shops?

 

  • Due the constant developing situation with Coronavirus – Covid 19 we have come to the hard to decision to temporarily close our stores until further notice.
  • For further information please keep checking online.

 

Our employees and safe ways of working

 

- Warehouse and customer service staff

 

  • We have introduced safe ways of working that include all staff and contractors in our warehouse environment to minimise risk.
  • Our Head Office teams are working from home with experts on hand to help customers enjoy the outdoors in a sustainable and safe way. 
  • Where possible we are minimising physical contact, increasing hygiene measures and enhancing daily cleaning routines. 
  • We are constantly improving safe ways of working in accordance with government and Public Heath England advice and legislation.