Updated on 20/11/2020 at 11:45 am.

CAN I STILL BUY ON YOUR WEBSITE?

Yes, we are currently able to accept orders and ship internationally. We recommend that you place your orders at addresses that you know you will be able to access, such as your home, rather than at business addresses where access may be limited. However a delay in delivery may occur worldwide as we ship with enhanced hygiene measures.

DO YOU SHIP NORMALLY?

We try to do so. Minor delays occur internationally.

Our latest update is that we currently only ship Monday to Friday from our warehouses. However, we will catch up on weekend orders at the beginning of the week, so you may have to wait a few days before you receive your shipping confirmation email. So don't panic, we have received your order and are working as quickly as possible to dispatch it, without compromising the safety of our team.

We will make sure we notify you of any significant delays using the email address you entered when you placed your order.

Don't worry if your La Poste order tracking does not update for about ten days. Your package is on its way to your delivery address.

CAN I CHANGE MY DELIVERY ADDRESS?

We understand that you may now need to change your delivery address, and some couriers have a self-service option that allows you to do this. If this option is offered to you, it will be included in the tracking information that will be sent to you once your order has left the warehouse. If the option is not available on your tracking link, then the courier does not have the option to do so. Unfortunately, the support team is not able to change the delivery address of your order once it has been shipped.

WHAT IF I AM NOT THERE TO RECEIVE MY PACKAGE?

If you are unable to change your delivery address, and no one else can accept the delivery, it will be returned to us and you will receive a full refund. The delivery person can leave your order in a safe place at the address if it is a student accommodation or your place of work, for example. We have therefore extended the return period to take this into account!

HOW LONG DO I HAVE TO RETURN MY ORDER?

At the moment, we advise you not to rush for returns. We have extended our returns policy to 14 days to allow everyone time to return items to us when it is safe to do so. Please check and respect any restrictions set by your local government, which may reduce the operating systems and hours of operation of your local drop-off points or classify the items to be returned as non-essential travel. Thank you; please be careful.

HAS COVID-19 HAD AN IMPACT ON THE SUPPLY CHAIN?

Currently, our production operations have not been affected by the spread of COVID-19. However, the logistics and delivery service has been impacted and delivery times are longer than usual (about 10-15 working days on average). We are monitoring the situation very closely, in collaboration with the local authorities in the affected areas and following the advice of the World Health Organization. The well-being and health of our suppliers is a top priority for us. If the authorities recommend further action, we will certainly follow their advice.

WHAT ARE WE DOING TO ENSURE THE SAFETY AND WELLBEING OF STAFF WITHIN OUR COMPANY AND SUPPLY CHAIN?

Our team will always be a priority, and we do our utmost to protect the safety and wellbeing of our family around the world, while continuing to provide the best possible experience in the safest possible way. For the time being, working from home has become the daily norm for our entire team, with the only exceptions being those team members who have a "critical" role in the business and who need to be physically present in our offices. This is a very small percentage of our entire team and we strictly follow official advice to maintain social distance and the highest hygiene standards for this key group. Our offices around the world have also made operational changes - including more regular cleaning, entry/exit controls and restrictions on common areas - to protect the wellbeing of everyone in the offices.

Our attitude and approach is exactly the same throughout our supply chain. We have focused on our distribution centres to maximise security, increase social distance and minimise the spread of COVID-19. Our main driver has always been to ensure the best possible experience for our customers. At this time, the health and safety of people throughout our supply chain must be our priority, which may result in a slight delay in orders, but we hope you will understand and support the steps we are taking in these global circumstances.

We operate in the safest possible way, while doing our best to meet the highest standards. We take every opportunity to offer our team the closest possible support and advice, even if we are separated by distance. In the purest style, we have introduced activities and exercises to ensure that everyone's physical and mental health is to the best of their ability.