LA COQUETA'S COVID-19 RESPONSE
On 23 March the UK Government increased measures to prevent the spread of coronavirus and save lives. All non-essential business have closed, however online retail is still open and postal and delivery services continue to run as normal, although we are currently unable to deliver to Northern Italy due to courier restrictions.
We are currently running ‘business as usual’ on our online website, working effectively with our third-party warehouse and courier teams to ensure the safety of our clients and teams remain our top priority.
Notting Hill & Hampstead Stores
Following UK Government advice our Notting Hill and Hampstead stores are closed temporarily, in order to protect the well-being and safety of our community.
We look forward to serving our London family again soon.
Online Orders & Third-Party Action
Worldwide shipping from our website continues as usual, providing La Coqueta straight to your doorstep. Our third-party warehouse team are closely following advice from the World Health Organization and Public Health England in order to continue serving clients in the safest way possible. A Coronavirus Action Group has been established to monitor the situation and coordinate a reactive response.
The warehouse team have implemented a range of preventative and proportional measures aimed at containing the possible spread of the virus, which include:
- Hand sanitiser and posters have been issued to all areas on-site, providing advice and instruction for best practice handwashing techniques.
- The cleaning regime has increased across all sites, with a special focus on frequently touched areas including door handles, stair rails etc.
- Oversees business travel has been banned with immediate effect.
- All employees that have travelled overseas, regardless of country or risk, since 1st February have been instructed to inform their line manager and self-isolate if required.
- A significant number of non-contact thermometers are now in use to test every member of staff prior to them starting work, in order to prevent anyone with a raised temperature entering the warehouse or offices.
- Travel between sites is being avoided, unless essential.
- Any drivers coming from oversees are asked to remain in their cabs whilst on site.
At present, all UK parcel operations will continue as normal. All our third-party courier depots and hubs are working as normal and have no closures affecting any sites. Our third-party courier drivers are using non-contact options such as ‘Deliver to Neighbour’ and ‘Safe Place’ if a client does not want to sign a handheld device due to fears of transmission. Both the UK third-party couriers we work with have flexible measures in place in their hubs and depots to plan and process as usual, working with additional staff in order to meet your delivery requirements.
At present, international orders are largely continuing as usual, however we are seeing shipping delays to countries with special measures or restrictions in place.
USA, France, Spain & Italy Orders
Due to current restrictions we are experiencing some delays with orders shipping to countries under special measures. We encourage clients to check their shipping addresses are open and able to receive parcels before they place an order. Our third-party courier’s delivery to business locations in Italy has now changed, so one delivery attempt will be made before returning to our warehouse where it will be processed as a return and refunded.
Delay In Processing Returns
Please note there is a delay in processing returns due to minor delays receiving orders back via couriers. There is also a mandatory quarantine of several days on all inbound orders to our warehouse to protect the safety of employees. We will process all returns as quickly as possible and apologise for any inconvenience this may cause.
We understand the effect the current situation has had on returning orders and will be extending our returns period to 30 calendar days, so clients are able to return any unwanted pieces with original labels and packaging without delay. If you have any questions regarding this, please contact our Customer Service department.
We would like to thank our supportive clients and their families during this difficult time. We apologise for any inconvenience caused by this and thank you for understanding that we are putting these procedures in place to protect our customers, team and community.
We will continue to monitor the situation and will keep you updated via email, our website and social channels if there are any changes. Please stay connected with us @lacoquetakids and let us know if you have any questions.
If you have any queries please do not hesitate to get in touch at firstname.lastname@example.org or +44 (0)20 3941 0205.
The La Coqueta team x