COVID-19 KEY INFORMATION FOR OUR CUSTOMERS

During these difficult times, we're open and ready to help you. 

The current restrictions as a result of Covid-19 are a significant challenge to us all and we recognise that you may have some questions you’d like to know before you place your order with us or if you have a query about an existing order.
Chums will continue to operate in line with the government encouraging online home shopping to open for business as normal and with your support, we will continue to do so.

We plan to regularly review and update this page to keep you up to date with all the latest information as soon as possible.

SHOP & SERVICES

Our shop is temporarily closed, however, you can still shop with us online and contact us.

DELIVERY

Our standard home delivery service is running as usual on all items in stock.

RETURNS

We have extended our returns policy from 30 to 90 days for all purchases made after 1st March 2020.

What if I need to return an item? 

We understand that it will be more difficult for our customers to access shops and services during the current government restrictions. Therefore, if you have placed an order with us on or after 1st March 2020 then you can benefit from an extended free returns period from 30 to 90 days from receipt of your order. You can use our free returns service via Hermes parcel shops at no penalty to you as normal, you can choose to return via another postal service, but this will be at your own cost. Please note, we cannot accept any returns brought to our factory shop so please use the prepaid returns label attached to your invoice and take the parcel to your nearest Collect+ store.   

All of our other standard policies and procedures for accepting returns still apply. For more information click here on our return policies. 


How long will it take for my refund or exchange to be processed? 

Returns will be processed once your goods are received into our warehouse. It may take up to 10 working days for the refund to go back to the original payment method or to receive your exchanged parcel after we receive the returned goods.


Can I order using Express Delivery?

Due to the increased pressure on our delivery partners and warehouse team we have decided to switch off our express delivery service until further notice. We are continuing to provide our standard delivery promise of 3-5 working days from the day you place your order.  

If you also provide your email address when you order our delivery partner Hermes, will send an email to you with further updates on the delivery of your order. You’ll also be able to choose to divert delivery on an alternative day/ address or to a safe place of your choice e.g. a shed, greenhouse, porch or parcel box. 


Will there be a delay in delivering my order? 

Any item that is stocked by our warehouse is operating as normal. However, there are several of our direct dispatch partners that have decided to temporally close their warehouse.   

If you have placed an order that is affected by these closures then you will be contacted by our customer services to discuss your order.  Should you wish to place an order for an affected item then you will be told that it is unavailable until further notice. 


How can I contact you? 

Our customer order and enquiry lines are open but we are operating with reduced hours during the restrictions and calls may take a little longer to answer. We appreciate your patience and understanding during this time. 

Orderline is now open from 8am to 7.30pm Monday – Saturday and 9am to 6pm Sunday. Please call 08715 265 265  (calls cost 13p/min plus network extras).  

Enquiry line is open 8am to 7.30pm Monday to Friday. If your question is not urgent you can fill in our contact form with your details and the team will get back to you as soon as possible.

Alternatively we also have an online live chat function where you can discuss a query with one of our team whilst you browse on our website. Click here to chat now. 

Follow us on Facebook where we also post regular updates to any service restrictions and news of our special promotions that we run from time to time. 


What measures have you put in place to protect your staff and customers? 

We greatly value the health of both the team at Chums and of you, without either we would not have been around for over 35 years delivery the very best service that is known and appreciated by millions of customers like you.   

Chums have instigated social distancing rules and procedures within our warehouse and call centre operations in line with the current UK government advice to safely protect our team and the goods that are handled when processing an order. Where possible we have also enabled our teams to work from their home, again to minimise contact and reduce travelling on roads and public transport networks.  

We have enhanced our regular cleaning routines and staggered shift patterns to minimise contact as possible and our delivery partner has also introduced contact free delivery so that you can be confident in receiving you order with the minimum of risk.   

You may also be reassured that Public Health England guidance advises that viruses similar to COVID-19 cannot survive for long on parcels or boxes and therefore receiving them does not create an additional risk to health. 


Should you have any further questions, please contact us on 08715 265 265 and we’ll do our best to help.  (calls cost 13p/min plus network extras) 

We’d like to say a huge thank you to all our colleagues for their dedication, and also to you, our customers, for your loyalty and understanding during this time. 

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