Coronavirus - Covid-19 Update
As you would expect, Kelways has plans in place to deal with the escalating Coronavirus situation in the UK. We are aware that you, our customers need to understand our response and we have therefore prepared the following update.
As the situation is extremely fast-moving we will issue updates as frequently as necessary in line with any announcements made by HM Government.
1. UK Parcel Deliveries
At present all parcel delivery operations through our couriers DPD are continuing as normal. All their depots and hubs are working as normal and they have no closures affecting any of their sites.
With immediate effect, DPD will no longer be asking customers to sign their handheld units to receive a delivery. We will be instructing DPD that NONE of our parcels require signing for, therefore allowing your parcel to be left in a safe place where possible, if you are not present or unable to open the door.
We are also temporarily removing our delivery charges for all orders over £35 to be delivered within the UK Mainland. Unfortunately Highlands and Islands will still attract a delivery charge, though we have temporarily reduced the price of this.
Owing to the "shut-down" instructions from the UK Government, a number of our suppliers are currently not trading. As such, some orders may not be fulfilled immediately and there may be a delay in getting them sent out to you. Where practical, we may send part of your order with the balance to follow, but we will do our best to contact anyone affected before we ship. We are currently working on our website to minimise these occurences. Please be patient with us while we all try to work through this difficult time! Should you need to contact us, it may be easier to email as the phone is very busy at the moment and we may not be able to answer all queries immediately.
2. EU Parcel Deliveries
With regards deliveries to the EU, we are still able to accept orders but cannot guarantee their delivery within the normal timeframes. Where allowed, we will continue to dispatch plants, though owing to the perishable nature of plants, where a country may have implemented shut-downs or restrictions on deliveries and movement, we may decide to hold on to orders for shipping once permissable. Should we envisage delays to your orders being shipped, we will make every attempt to contact you so you are aware of the situation.
We suggest that you closely monitor the government advice and restrictions imposed for your own country before placing any orders.
3. Garden Centre
As per Government instructions, the Garden Centre is now closed to the general public until further notice. We are, though, still able to process mail order dispatch and have begun a Click & Collect service.
4. Free Home Delivery
If you live locally (ie within a 20-mile radius of us) and use the Click & Collect service and you would like us to deliver your order please just add a note to this effect in the Notes box when you fill in your details along with a preferred place for us to leave it and we will arrange delivery. There is no need to sign for anything and we will simply leave your order at your door. This is a special service owing to these exceptional circumstances. Orders will be delivered as quickly as practicable, but we do need to try and batch orders together for similar areas in order for this to be feasible.
5. Collecting from the Garden Centre
If you would like to drive in and collect your order, please do not come in until you have received an email from us telling you that your order is ready. Please call us before you leave and we will make sure we have the order ready for you on your arrival. Please follow the government guidelines around distancing yourself from members of staff and other members of the public who may be in the car park at the same time. If other people are collecting their orders, please be patient and wait until they have left before getting out of your vehicle so we can help ensure everyone stays safe.
Should you need to contact us, we ask that you preferably email where at all possible. The phones are incredibly busy and we will not be able to answer every call that comes in while we have such a large reduction in staff available. If you do need to call and cannot get through on the landline, you may call Andy Martin our Sales Director on 07515 525 230 and he will do his best to help.
IN ALL EVENTS, PLEASE ADHERE TO THE CURRENT GOVERNMENT GUIDELINES. PLEASE DO NOT TAKE ANY RISKS. WE WILL DO ALL WE CAN TO HELP.