FAQ Coronavirus (COVID-19)

*UPDATED 7th April 2020

The safety of our staff and customers is of the utmost importance during this outbreak. We are committed in communicating as best as possible with our customers on the services we are providing during this particularly challenging time.

We have been closely monitoring the ongoing situation and following the guidance of public health experts and are taking the necessary precautions to ensure that our staff and customers are protected.

As the situation develops we will act quickly to maintain the safety of our staff to ensure minimum disruption to the service we are offering you. Keep up to date with our latest information here which will be updated daily.

FAQs

Q: Are you still accepting orders?

Absolutely, however we may be forced to close our warehouse if too many staff members become ill at any one time or if the government requires us to do so. If this happens we will notify all of our customers.

Q: What precautions are you taking to help protect your staff & customers?

The majority of our office based staff are currently working from home with only a few staff member working with the warehouse staff to ensure deliveries and returns are being processed as smoothly as possible. Our members of staff who work in the warehouse have increased hygiene practices such as washing hands often and social distancing.

Q: Do you have a no-contact delivery process?

Yes all of our carriers have the ability to deliver with no contact, simply let them know that when they contact you to arrange delivery or when they arrive at your address.

Q: Are your customer services still open?

Yes absolutely. You can contact our Customer services via live chat, email or by phone.

Q: Will there be any delays to my order?

At this current point in time, we have been experiencing some delays from our suppliers, however we would like to ensure our customers that we are working around the clock to ensure that your order will be with you as quickly as possible.

You may experience some delays from our couriers as they are focusing on fulfilling deliveries to people who are most vulnerable. 

We have temporarily disabled express delivery in order to avoid disappointment when delays do occur.

Q: Can I still use your returns/exchange service?

Yes. We have extended our returns period up until 31st May as we want to minimise our customers need to leave their homes as much as possible in order to help reduce the spread of the virus.

We would really like to thank our amazing customers for your support during this difficult time and would like to assure customers that we are committed to providing the best service. If you have any further questions please feel free to get in contact with us and we will be happy to help.

Email: support@gsequestrian.co.uk