Date: Thursday 26 March 2020 – Coronavirus latest information
In light of the government’s announcement on 23 March 2020, we’ve made the decision to stop taking orders online or over the phone. The safety of our staff and those we work with throughout the supply chain is our priority.
Please be assured, all orders that were placed prior to 11.30am on Tuesday 24 March 2020 will be dispatched but may be subject to delays.
If you have any questions in relation to your order, please contact us on 0300 123 2025 between 8am - 8pm (Mon-Sat) or email: online.shop@nationaltrust.org.uk.
To stay up to date and be notified when we're back up and running, sign up to our newsletter here.
Can I still place an order online or over the phone?
Following the government’s announcement on 23 March 2020 to limit all travel to only essential activities, we’ve made the decision to stop taking orders online or over the phone. The safety of our staff and those we work with throughout the supply chain is our priority.
However, our shop will still remain online for browsing and is packed full of ways to help us connect with nature, live sustainably, or treat ourselves or our loved ones.
Where’s my order and will it get dispatched?
If you placed your order before 11:30am on 24 March 2020 we’ll make every effort to deliver it, however there may be a slight delay given the current circumstances
What’s happening to all the dated stock?
Our staff will be undertaking a thorough review of all stock and for ambient food lines with a BBE date of 15 April 2020. Where possible we’ll seek to donate to local food banks/charities, and to staff and volunteers, to ensure that waste is minimised.
Can I still accept delivery of parcels?
Yes, people receiving parcels aren’t deemed at risk of contracting coronavirus (COVID-19) from contact with the actual parcel according to government guidance. If the delivery process changes, we’ll do our best to keep you informed. The safety of our customers, staff, volunteers, suppliers and third-party agents (such as delivery companies) is our priority.
Can I still receive delivery of larger items such as furniture, sheds, greenhouses?
Following the closure of our online shop we’re only dispatching orders placed before 11.30am on Tuesday 24 March 2020.
For those orders placed before this time, deliveries will still be taking place. However, as the delivery of these products is often carried out using third-party agents, we can’t guarantee that these items will be delivered in line with your delivery date.
If you have any questions in relation to your order, please contact us on 0300 123 2025 between 8am - 8pm (Mon-Sat) or email: online.shop@nationaltrust.org.uk.
Should I be concerned about touching an order I’ve received?
Government guidance states that there’s no current evidence to suggest that COVID-19 can be transmitted from packages or parcels. If this position changes, then we’ll review and make changes as necessary.
What if I’m self-isolating and don’t wish to come into contact with a delivery driver?
The safety of our staff, volunteers, suppliers and third-party agents (such as delivery companies) and the public is our priority.
We’ve been advised by our couriers that they’re taking every possible step to ensure contact-free deliveries where possible.
Are deliveries of parcels running on time?
UK deliveries are currently running on time, however this may be subject to change. We’ll be keeping in regular contact with all organisations in the supply chain and will notify you as soon as possible if we’re unable to fulfil an order.
Our international carriers are currently experiencing delays, with a number of countries cancelling flights between Europe and the Rest of the World. Countries within the EU are shutting borders and some are or have gone into lockdown. This means that almost all international mail and parcels will be delayed regardless of country of destination as many pass through EU borders.
What if I change my mind and want to return an item?
If you’ve bought something from the online shop or one of our on-property shops, and would like to return it, keep the item (in its original condition) and contact our customer service team on 0300 123 2025 or +44 300 123 2025 from overseas, between 8am - 8pm GMT (Mon-Sat). By original condition, we mean unused and in its original packaging with labels.
The customer service team will be able to process refunds in line with our standard policy. We’ll do our best to ensure prompt payment but there may be a delay, so we kindly ask for your patience and understanding.
Our standard 30 day returns policy won’t apply at the current time, from 24 March 2020 until our online or on-property shops reopen. Therefore, if you’d prefer to return an item to our on-property shops, we’ll honour that for a period of 30 days after re-opening.
This policy is in addition to your statutory rights and consumer rights. To read more about your consumer rights you can access the Consumer Contracts Regulations 2013 under section 9 of our terms and conditions.
