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COVID 19 FAQs
Dear Saltrockers,
As we continue to navigate through the unique challenges posed by COVID-19, we’d like to share an update on how Saltrock is responding. The safety and health of our community, customers and teams continues to be our number one priority.
Please know that, in spite of these current events, we remain dedicated to helping you however we can. Whether you have questions about a pending order or shipment, we are always here for you.
As we continue to keep our collective well-being at heart, know that together we can and will make a difference.
Be well, and thank you.
Covid-19: FAQs
How are you looking after your workers?
All of our North Devon office teams are either furloughed or working from home and we have closed our shops.
In line with the UK/US government and World Health Organisation guidelines, our warehouse teams in Bideford are now working under careful new protocols. We have introduced extra, thorough cleaning between shifts with a longer changeover gap between them. We have also changed shift patterns, so only a third of the team is on-site at any time to ensure there is plenty of space for social distancing. Everyone coming in has volunteered to do so and is receiving normal pay. For those not currently working, we have continued to support them through the government schemes available.
How are you looking after your suppliers?
While we have had to reduce some orders, we are taking responsibility for our commitments.
Are all your products still available?
At the moment, we have good availability on most styles. We’re working closely with suppliers to manage our upcoming summer and autumn ranges.
Are you still delivering?
We are still delivering online orders using Royal Mail and our warehouse is up to date on all despatch.
Most orders will be with you within 3-6 working days, however, please bear with us if it takes a little longer.
How are you making deliveries safe?
The current advice is that it is safe to receive parcels, although we do recommend washing your hands after handling one. Our carriers suggest you choose a safe place for your parcel to be delivered and in most cases your normal postie will be making the delivery.
How can I get in touch?
Our phone lines are temporarily closed, but you can still contact our friendly Customer Service team via email customerservice@saltrock.com. We are getting more queries than ever before so it will take longer than usual but we will come back to you as soon as possible.
What is your returns policy?
We have extended our returns policy to 60 days. If you are now unable to make your return in that timeframe do not worry – we will be allowing extra time for returns. When returning something, make sure you get a receipt. It is taking us longer to process returns, we aim to get refunds issued within 2 weeks of receipt.
Can I make an exchange?
If you would like a size exchange please make a note on the delivery sheet requesting the size you would like, this process is taking longer than normal, but we aim to get them done within 2 weeks of receipt.
How do I get a returns label?
Please visit www.saltrock.com/pages/returns-information follow the link to the Royal Mail page and put in your details. If you do not have a printer make sure to put in your email, you will then be sent a QR code which you can take to your local delivery office. Please check the Royal Mail website for label printing services near you www.royalmail.com/services-near-you#/