COVID-19

Customer service informationFrequently asked questions

Supporting colleagues and customers

As the news reports of Coronavirus (COVID-19) continue to develop, the welfare of our customers and our employees remains our first priority. We have made significant changes to the way we pick and pack orders by reconfiguring our warehouse to allow us to fulfill orders efficiently and safely with a vastly reduced team.

We continue to receive different requests to supply essential services who require a variety of hygiene and personal protection products to enable them to perform their duties as safely as possible. In addition, we continue to receive requests from loyal customers who have asked us to supply products for their own personal use.

Deliveries

We fulfil orders from a single site. We have taken steps to ensure distancing and enhanced hygiene measures are in place to ensure our staff are able to work safely in our pick-pack operation.

We aim to despatch all orders placed by 6pm however please allow up to two working days for delivery. DHL, our delivery partner has advised that deliveries will be made over a 4 hour window. (Other delivery conditions remain unchanged). DPD have suspended Click their Click and PickUp service until further notice. 

Customer service

Our customer service team is operating with reduced staff remotely. We regret that until further notice we are unable to take orders by telephone.  If you wish to place an order, please do so online.

We are currently receiving a high volume of calls. We are available between Monday – Thursday 8.30am – 5.00pm and Friday 8.30am – 4.00pm to answer customer related questions only. To save you time we have  answered frequently asked questions below. We regret that until further notice we are unable to take orders by telephone. 

Ellisons Academy

We are following the Government’s Working safely during coronavirus guidance, to help to keep our colleagues and customers safe. Therefore, our Academy will remain closed until further notice.

If you would like to leave your details on our ‘request a call back’ form, we will contact you nearer the time when we plan to reopen.

Request a call back

We have contacted all of our customers who have booked a course offering a refund or postponement to a later date. If you have a course booked and have not heard from our Academy team, please contact them at [email protected] or call 024 7636 9516 and a team member will provide the assistance you require.

Important notice: Coventry store closure

The recent measures we have taken to ensure safe working practices for colleagues together with a significant increase in online demand for the products we supply, has brought about the need for additional warehouse space and as a result we have made the difficult choice to make Ellisons an online business only.

Keeping in touch

Our social community is always open, so please look out for activity we will be launching, reach out to us and tell us what you would like to see from us. We hope we can continue to bring and share a little joy.

Please be assured of our unwavering commitment to our customers. If you would like to keep up to date with the latest news from Ellisons please join us on Facebook, Twitter or LinkedIn.

This is a new and unusual situation for us all and we are adapting quickly. If we make any changes that effect your online orders or deliveries, we will inform you on our home page, delivery and returns page and at the checkout.

You may contact Ellisons via email at [email protected]

Our thoughts go out to anyone who has been impacted by COVID-19. Over the coming weeks we will be working hard to make sure that we are in the best possible shape to support you when we re-open for business.

Thank you for your continued trust and support.

 

Frequently asked questions

Can I track my order/When will I receive my order?

We aim to despatch all orders placed by 6pm on the same working day for next day delivery, however please allow up to two working days for delivery. 6pm next day delivery excludes Isle of Wight, Isle of Man, AB, BT, FK, GY, HS, IV, JE, KA, KW, PA, PH postcodes. Please allow an extra two days for deliveries to the Scottish Highlands and Islands.

Orders placed on Friday will be delivered during the next working day (Monday). Any order placed on Saturday or Sunday will be despatched on the next working day for delivery the following day.

DHL, our delivery partner has advised that deliveries will be made over a 4 hour window. (Other delivery conditions remain unchanged). DPD have suspended their Click and PickUp service until further notice.

Can I track my order

You can track your Ellisons order directly through the My Account Page. Once your order has been placed and shipped, you will be able to track your own delivery direct with our courier. This is the fastest way to see where your parcel is and when it will be delivered. Logging in below will offer you real-time details of your parcel’s progress..

  1. Simply login.
  2. Click on orders and press view on the order you wish to track.
  3. You can then choose whether to view your tracking information or your invoice.
  4. Click view/track shipments to see your latest delivery information. Here, you will be able to see your parcel’s progress and when it will be expected to be delivered.

Can I make any address changes?

Amendments to orders cannot be made, however, if you require a parcel to be re-directed please email [email protected] with your order number and the address amendment. We will then re-direct your parcel with DHL.

Please note this will cause a 24 hour delay to you receiving your parcel.

Are you still open?

Yes we are but are working with a reduced team.

Our customer service team is working remotely, available between Monday – Thursday 8.30am – 5.00pm and Friday 8.30am – 4.00pm to answer customer related questions or help in any way we can. Please email [email protected]

Until further notice the closing time for placing orders for next day delivery has changed from 8pm to 6pm. DHL, our delivery partner has advised that deliveries will be made over a 4 hour window. (Other delivery conditions remain unchanged)

When will an item be back in stock?

The approximate date of when an item is due back in stock is listed on the item page and is current and up to date as example below.

Stock information example

Restrictions on products, how many can I have?

To ensure availability to the greatest number of customers, we have set an order limit on some of our products until further notice. Please remember we are currently unable to accept and process phone orders.

Eligibility/certificates

To upgrade your account to purchase a restricted product please send proof of your professional qualifications along with your name, business name and full address including postcode to [email protected]

Your account will be updated within 24 hours.

Returns and order discrepancies including missing, damaged, faulty

Should you need to contact our customer support team regarding a return please email [email protected] with the following information:

  • Account number
  • Order number
  • Full address including postcode
  • A full description of the fault/discrepancy

Please include supporting photographic evidence.

It is taking longer than usual to receive goods back, so please bear with us. Until further notice we expect to take 5 working days to process returned products from the date of arrival to us.

Invoice requests

Please send a request to [email protected] along with your account number, name, salon name, full address including postcode and the dates of the invoices you require.

We will aim to provide these within 24 hours

Placing orders

Please place your order online at www.ellisons.co.uk  

At present we have reduced numbers in our customer support team, to maintain the highest customer service level possible we are unable to accept phone orders until further notice.

Forgotten passwords/how to log in

Please visit my account section on the website www.ellisons.co.uk click log in and then forgotten password. Please follow the instructions.

Cancelling back orders

Please send a request to [email protected] along with your account number, order number, full address including postcode and the items you would like to remove.

We will aim to action this within 24 hours.

 

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