The coronavirus pandemic is impacting everyone from our families, businesses and not to forget the first responders bravely on the front lines.

As the situation continues to affect our world, we wanted to reach out to update you on how we’re supporting our customers and community.

ONLINE ORDERS

OPEN

DELAYS EXPECTED

PHONE ORDERS

OPEN

DELAYS EXPECTED

EDINBURGH STORE

CLOSED

CORONAVIRUS OUTBREAK

Page updated 01/04/2020 1:45pm: click here to see recent changes.

If you are coming into the shop then please help us by standing back from the shop counter, and by using card payments instead of cash wherever possible.

Although we will still be accepting cash we are advising our customers to use cards out of mutual consideration.

We offer a buy online then pick up in store option on our website. This in store pickup option is shown on our checkout page for you to select. This option is completely free of charge.

If you choose this service please state your name and order number to our staff and your items will be ready to pick up when you come in our store. You may be required to show some form of ID. If you would like someone else to collect your order for you, please provide their name in the order notes.

We want to assure you that we are working with our suppliers to keep stocks on our shelves, if a certain item is in short supply then we may have to limit the amount that can be purchased by any one customer.

We appreciate that this is a worrying time, if we can do anything to alleviate some of that worry please just let us know. We will be monitoring the situation closely and updating you on how we will be reacting to the government guidance. Obviously this is an extremely dynamic situation which is under constant review and we will update everyone should any advice change.

Update 01/04/2020 1:45pm

Longer retention periods in Royal Mail Customer Service Points:

To give you longer to collect or have your item redelivered, we are temporarily extending the retention period to 30 calendar days from Monday 6 April before items are returned to sender.

This applies to the following:

  • Items we’ve left a ‘Something for You’ card
  • Items that have a ‘Surcharge to Pay’
  • Items that have a ‘Customs Charge to Pay’
  • Local Collect items where the parcel is addressed to the Customer Service Point

Update 31/03/2020 2:30pm

Message from Royal Mail:

Changes to Special Delivery Guaranteed

Due to increased absence levels, we’ve reviewed our timed guarantees for Special Delivery Guaranteed by 9am and 1pm services and will make the following changes.

For items posted from Tuesday 31 March 2020 onwards, our guarantee delivery for Special Delivery Guaranteed by 9.00am the next working day will change to by 12.00pm the next working day*. Our guaranteed delivery for Special Delivery Guaranteed by 1.00pm will change to by 9.00pm the next working day*.

*existing postcode exceptions apply.

Update 30/03/2020 3:45pm

We’re closing our doors

Online and telephone orders will remain open

  1. For local customers we will offer same day delivery service. Click here to read more.
  2. Orders using Royal Mail Special Delivery Guaranteed by 9am® and 1pm® service are now easy to track via our website.
  3. We’ve introduced back-in-stock waiting lists for any products that are out-of-stock. Easily join a waiting list on any out-of-stock product to receive an email as soon as it’s back in stock.

For more information please visit the Royal Mail website.

Update 24/03/2020 3:45pm

New announcement from Royal Mail

Delivering to care homes

The Government has introduced measures to protect our most vulnerable groups, including those in residential care. These include limiting all but essential access to care homes for external contractors.

We recognise that post is important to the elderly, particularly those away from their friends and families in care homes. Therefore, to support the effort to keep the mail moving but prevent the spread of Coronavirus, we are making arrangements to deliver to a central point (e.g. reception) rather than individual addresses within care homes from 19th March. These changes will help to ensure the health, safety and well being of our people and the vulnerable in society.

For more information please visit the Royal Mail website.

Update 20/03/2020 7:00pm

New announcement from Royal Mail

Special Delivery Guaranteed by 1pm
For items posted from Thursday 19 March 2020 onwards, we’ll no longer guarantee deliveries by 1pm the next working day. We’ll still prioritise Special Delivery parcels and letters and will aim to deliver by 1pm or before the end of day. Resource implications of the latest coronavirus advice means we may not be able to meet the customer promise of guaranteed next day delivery in all locations at all times.

Our Special Delivery Guaranteed by 9am service remains unchanged; we still guarantee to deliver by 9am.

For more information please visit the Royal Mail website.

Update 19/03/2020 5:45pm

New announcement from Royal Mail

Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus. From experience with other coronaviruses, we know that these types of viruses don’t survive long on objects, such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

For more information please visit the Royal Mail website.

Update 19/03/2020 7am

New announcement from Royal Mail

In order to protect both our people and customers as much as possible, we will not be handing over our hand-held devices to customers to capture signatures. Postmen and women will instead log the name of the person accepting the item. This will apply to all deliveries that require a signature.

Additionally, for all customers (including those who are self-isolating) where we need to deliver any parcel that won’t fit through your letterbox, we will place your item at your door. Having knocked on your door, we will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.

If you are unable to come to the door at all we will issue a ‘Something for You’ card, advising of other ways you can arrange to get your item.

For more information please visit the Royal Mail website.