Information For Our Customers

Here you will find important information about the following:

• Contacting us during Lockdown
• Terrys Response to Lockdown
• Terrys Deliveries to Ireland

Contacting us during Lockdown

We are open as normal for dispatch, but during these unprecedented times we are doing our utmost to provide the best level of customer service we can. Due to lockdown and the current working arrangements we are unfortunately unable to offer phone support during this lockdown period.

We have recently improved our customer service journey so customers can view their order status and track orders 24/7, and so we will only be offering email support for the foreseeable future. We are also training new customer service staff as best as we can in this climate. We thank you for your understanding.

Terrys Response to Lockdown

We have had a number of people who have contacted us with questions about the current national and international situation & how it relates to placing orders with us. Here are our most commonly asked questions:

• Can I place and order with you & will you deliver as normal?
• Are delivery times affected?
• Is it possible to return items?
• Is it safe to receive orders?
• Is it safe when I need to sign for an order?

We also want to assure you that we are open for business and trading as normally as possible under the circumstances. If you place an order with us we will do our utmost to ensure you will receive it. Delivery times are holding up well, but there is the possibility that it will take slightly longer to get your parcel to you.

We have also put a number of measures into place to minimise the risk both to you as our valued customer, and to our dedicated team. These include:

• We have implemented home-working for every role in the company where it is practical.
• Where it is not, mainly our fulfilment staff, we have implemented different shift patterns, and changed packing station layout in our warehouse to minimise employee contact.
• We have also implemented a boosted sanitation programme, with increased and targeted cleansing - plus we have installed many more hand sanitiser stations throughout the fulfilment and headquarter offices.

To reassure you further here are some of the frequently asked questions we have been asked and our response to them:

Can I place and order with you & will you deliver as normal?

Yes we are able to handle your business as normal (in stock items being dispatched within 48 hours) but with some considerations. Please be aware of your delivery address, if you are selecting a business address please consider if that location is open to receive your parcel.

Are delivery times affected?

Right now, delivery times are not greatly affected, with in stock items being dispatched within 48 hours. However, in some instances delivery times may take longer than usual. Any delays in shipping orders will be as a result of slower delivery time from some of our suppliers.

All our products now have accurate delivery times for items out of stock, and this information is visible on the product page.

We do apologise for any inconvenience and please bear with our customer service team who are working hard to provide the best customer service we can.

Is it possible to return items?

Yes it is possible to return items as usual through our returns portal. Depending on the service you have selected and due to the current situation, returns may take slightly longer than usual but rest assure your refund will be action-ed as soon as possible.

Is it safe to receive orders?

The risk of infection from commercial goods received through the post is negligibly low. As long as you follow the advice about protecting yourself and others - there is no reason to feel worried about receiving goods through the post.

For more information see both of these websites:

• UK Government
• WHO

Is it safe when I need to sign for an order?

All delivery companies have implemented policies to reduce contact between delivery drivers and the public. If ID checks are required they are now performed at a distance.

Lastly, Terrys would like to thank all of customers old and new for their patience, understanding and support in these uncertain times. We are a family run business and we are all in this together, so stay safe and look after each other.

Terrys Deliveries to Ireland

Due to the recent changes relating to Brexit and the European Union and how that has affected specific trading and carrier arrangements, we have temporarily paused deliveries to Ireland and Northern Ireland. We sincerely apologise for any inconvenience this may cause and we hope to have this matter resolved soon.