Our first priority during this unsettling time is the health and safety of our team and our customers. We are adapting each day to the Covid-19 situation in each country that we work in, and we will do our best to keep you up to date with any changes as they happen. If you have a query that we have not answered below, please do not hesitate to get in touch.
- How long will your retail partners be closed for?
Our thoughts are with our retail partners who have had to close their stores over this period. Our retail partners will remain closed until the government permits them to re-open and it is safe to do so whilst ensuring the safety and well-being of their employees and communities. Please contact your local retail partner online or by telephone if you wish to check with them directly.
Please note that many of our retail partners operate online businesses, so you may be able to continue shopping with them with delivery to your home. Thank you for supporting our wonderful partners in this way. Please check our retailer page to find a list of our partners: https://tentree.co.uk/apps/store-locator
- Are you providing an extended returns policy during the COVID-19 pandemic?
Yes - we have extended our returns policy to 90 days for orders placed before 09/06/2020, to enable customers and delivery services to return items safely during the restrictions of isolation and social distancing.
- I’m self-isolating, can I still get my delivery?
Yes, you can. Our delivery partners are practising a number of different methods to record safe delivery of items without customer contact. One of these methods is geo-location recording upon delivery and another is capturing a photo of the front of the property.
- Do I need to sign for my delivery?
No – our couriers are now providing contactless confirmation of delivery. Methods of delivery recording include: geo-location recording upon delivery and capturing a photo of the front of the property.
- Will my delivery be delayed?
Whilst our couriers are still aiming for business-as-usual service, we have seen delays of up to 24 hours in some locations. Please bear this in mind when placing an order.
- How are you protecting your dispatch teams from the virus?
Our dispatch team have agreed new processes and procedures to uphold social distancing, symptomatic isolation and more regular cleaning processes whilst getting orders out to our customers. The setup of our dispatch centre has been reconfigured to accommodate these measures and a systematic cleaning process is in place throughout the dispatch process.
- My location is in a government enforced lockdown, will I still receive my delivery?
Yes, our couriers are still delivering within lockdown regions of Europe, however, delays of up to 24 hours have been reported in some locations.
- Who do I contact if there is an issue with my order or I have a question?
Our Customer Services team are available to contact on email and telephone. We do ask, due to the nature of team members working from home, that you contact us via the contact form on our website or email us at firstname.lastname@example.org and we will get back to you within one working day. If you would still prefer to call, then please contact us on 01572 772422 and the team will be happy to help.
- What measures are you taking in the business for COVID-19?
We have been adapting to the situation as it has unfolded over the past couple of months. Many of our team have been working from home for a while now and others have just started to do so, where possible. For the areas of the business still operating as ‘normal’, we are adopting strict measures to keep the teams and our community safe, as well as adhere to government guidelines. These include heightened cleanliness and social distancing. We are very grateful to our hardworking and committed team for showing adaptability, respect, resilience and good humour.
We would like to thank our operations teams, delivery couriers and customer service teams for continuing to provide an excellent level of service in these unprecedented circumstances.