Coronavirus frequently asked questionsCoronavirus frequently asked questions

ELLIS BRIGHAM GROUP CORONAVIRUS COVID-19 UPDATES & FAQs

Last updated: 7th April 2020

We are right here with you. Our children and grandchildren go to local schools; our sisters and partners work in the local hospitals and communities. We share the apprehension and uncertainty that this period is bringing and our thoughts are with all those impacted by the current situation.

Our business was established before WW2, so we’ve experienced the toughest times before, and we know that coming together to support each other is the best way to get through this. That is why during this period we wanted to let you know that we are doing all we can to help support our staff and customers.

Read Our Full Statement

Please note that the information on this page is liable to be changed in accordance with government policy. Please check back to ensure that advice is up to date.

Following the Prime Minister's speech on 23rd March 2020, and the subsequent directives imposed requesting every individual to 'play their part' in reducing transmission of the COVID 19 virus, we wanted to reassure you that we are adhering to the directives in every part of our business and doing our part.

Our shops have been closed for a number of days now, and our online teams are working remotely. We are still open for business online and able to process them as a result of applying strict hygiene and social distancing measures in our warehouse.

We are offering FREE DELIVERY (excludes international orders) and orders placed before 3pm will be dispatched the same day and arrive the next day, excluding at weekends.

If you are returning a parcel during this initial 21 day lockdown period, then we suggest that you keep hold of it until the lockdown is lifted to save any unnecessary travel unless you can safely return it from your home – we will then give you a full refund on the item(s).

We have extended our returns period to 28 days but should you be in self isolation then please contact us so we can arrange an extension if required.

 

Which shops are closed?

At the time of publishing all of our shops in the UK are now closed.

Please be sure to check individual shops pages for up to date information on reopening dates and times.

Am I still able to place an order online?

Yes! We are continuing to take orders through our website and over the phone as normal.

Will my delivery be affected by Covid-19?

We are only picking stock from our main warehouse, meaning we are able to offer FREE UK next day delivery on all items you find on our website if ordered before 1pm. All of our couriers are continuing to deliver orders in the normal specified timeframe you choose when you check out. This includes international orders (at the time of writing). The only difference is that you will not be asked to sign for a delivery, but the driver will instead validate delivery through contactless means.

Individual couriers are taking their own steps, for example you can find Royal Mail's Coronavirus policy here.

What precautionary steps are being taken by Ellis Brigham to prevent the spread of Covid-19?

Ellis Brigham is committed to preventing the spread of Covid-19 and as a company we have taken the following steps in adherence to government advice:

  • All staff have been given additional training to maintain a clean working environment and the highest levels of personal hygiene. This is being updated constantly as advice is developing all the time
  • All warehouse, logistics and dispatch staff have access to antibacterial products and are using rubber gloves to handle inbound and outbound deliveries
  • Stock is only being picked from our Warehouse
  • Where possible, staff are working remotely
  • All of our stores are closed to the public as of 22nd March 2020.

 

Is it safe to handle my parcel?

Advice from Public Health England suggests that there is no current evidence that the virus can be transmitted via parcels.

Can I still contact customer services?

Absolutely. Our customer service team are equipped to work remotely, meaning we can handle all enquiries on live chat, by email at customer.services@ellis-brigham.com or on our usual contact number: 0808 1640 600

How can I return a product during the UK Lockdown?

We are not asking customers to return products during this time. Anybody that needs to make a return during the UK lockdown period (as of 23rd March 2020) can do so once the lockdown period has ended (date yet to be confirmed) and receive a full refund provided it meets our regular returns policy conditions.

Can I still return a product bought online?

You can still return products through our head office, including those purchased in shops. To help those practising self-isolation, we have increased our returns offer period to 28 days. Please visit our Returns Page for how to return a product bought online.

How can I return a product bought in-store?

You can return your unused store purchase to our Customer Services team for a refund within 28 days of your purchase.
Package up your item safely for return in the post and include your contact details and your receipt.
You can download a prepaid Royal Mail label from this link www.royalmail.com/track-my-return/create/18 This costs £2.50 and will be deducted from the amount you are refunded.
Alternatively, you can send your order back to RETURNS, Ellis Brigham Mountain Sports, PO BOX 491, Salford M5 0AE. If you are returning your parcel from overseas or wish to use a courier, please contact our Customer Services team for more information.
Once we have your item back, we will get in touch with you via email, asking you to call us back and then issue a refund over the phone. If you have paid by cash, we will ask for your bank details to send the refund via bank transfer.
Please keep a copy of your proof of postage when you drop the item off in the Post Office.

How can I return a product if I am self-isolating?

We have extended our returns period to 28 days to help anybody affected by the virus. If you are self isolating and cannot return your order during this time, please contact our customer service team either through live chat, by email at customer.services@ellis-brigham.com or by phone: 0808 1640 600 and they will be able to assist.

Can I still use Click & Reserve?

Unfortunately Click & Reserve is currently unavailable at any shop.