COVID-19 - SERVICES UPDATES
We’ve created this page in order to keep our customers up to date with the impact of Covid-19 and your ability to interact and transact with us. We’ll keep this page up to date as and when developments happen, so please do keep checking back. We’ll also endeavour to share important updates via email, and we’ll do our best to keep you informed and entertained via our social media channels.
We are delighted to offer an exclusive Concierge Service, providing the same outstanding service you'd expect from visiting us in-store, at your convenience. Our dedicated associates are here to assist you over the phone, via video call, or email; whichever best suits your needs.
Our Concierge Service can be built entirely around your requirements, from expert advice on our range, specific product information, sizing recommendations and one-on-one styling consultations, our team are on hand to guide you. Depending on your location, you’ll be connected with a highly experienced member of the Jermyn Street team in London, or from the Turnbull Townhouse in NYC, who – should you wish to make a purchase - will also be able to offer executive delivery options as well as secure telephone or digital payments.
To enquire about our Concierge Services and arrange a consultation, please contact our customer service team, and we will be in touch to discuss the next steps. We look forward to hearing from you soon.
Our Online Store
Our online store remains open and fully operational, with the support of our logistic partner in the UK as well our chosen courier partners DPD and UPS. The highest hygiene standards are being upheld throughout the entire supply chain, and within the warehouse where goods are picked and packed. The safety of all personnel is paramount, and as such, government guidance is being strictly followed with regards to social distancing and other measures.
Our customer services team members are working from home, and are able to respond to your queries on live chat, by email and on our customer services telephone numbers
Tel: 0207 808 3138
Live Chat: Please look for blue Live Chat icon at the bottom right of this page.
Shipping & Returns
We are offering free UK shipping on all orders with International shipping free on all orders over £300. In addition to this we’ve also extended our returns period from 30 days to 90 days to take some of the stress out of shopping with us.
We are currently able to ship internationally from our UK warehouse. There are a small amount of localised restrictions in line with government guidelines – this information should be available via official government websites.
We have removed our next day delivery service previously available to our UK customers, as our delivery partner DPD are no longer able to meet that commitment. We may need to extend our delivery timings by an additional 1-2 days in the very near future, but alongside our logistics and delivery partners, we are doing everything we can to get your parcel to you in good time.
Both of our delivery partners are significant taking steps to protect the public and themselves. This includes the addition of a contact-free delivery service and other measures to maintain adequate social distancing, as well as the temporary removal of the option to collect your parcel from a local pick-up point. To give you the widest range of safe delivery options, you can download the DPD App for UK customers or the UPS App for our international customers.
Whilst official social distancing measures are in place, and we are advised to stay at home for all but essential travel, we are no longer able to accept returns. We have put in place a 90 day returns policy to allow you to return any unwanted goods for a full refund or exchange, once it is safe to do so.
Our Retail Stores & Retail Events
While we continue to monitor the situation, we have made the decision to close all our retail stores, across London and New York, supporting the international effort to ‘flatten the curve’. In addition, we have postponed our international Trunk Show series. While this is unfortunate, the wellbeing of our teams and clientele is paramount. In time, our stores will reopen, and our trunk shows will tour again.
Our retail managers remain contactable, and so if there are any queries relating to your in-store experience, please direct them to firstname.lastname@example.org letting us know which store your query relates to and we’ll put you in contact with the relevant store manager who will respond.
Following the government's advice to minimise social contact, and for the safety and wellbeing of our workroom personnel, we have taken the difficult decision to temporarily close our workrooms.
However, we’re proud to say that a dedicated team of Turnbull machinists, equipped with personal protective equipment, have stepped up to manufacture scrubs for those working on the frontline within the National Health Service. We have taken action to reconfigure our workrooms to accommodate responsible social distancing and house brand-new machines, brought in especially to produce NHS scrubs. For more information, click here.
If you have placed a bespoke or made-to-measure order with us and yet to receive delivery of it, our bespoke team will be in touch in due course with an update.
Staying In Contact
Outside of the customer service details listed above, we would like to keep in contact with you from time-to-time via email (you can subscribe using the link below) and also via our social media channels, where we will post any significant business updates but also share relevant and hopefully engaging content to keep you entertained.
And Finally, A Note From Our Managing Director
During these difficult and uncertain times, we ask you to consider those who are most in need. Check in on loved ones, and on neighbours, donate to a cause supporting the vulnerable, and look after yourselves. We’ll be doing what we can to share moments of inspiration and entertainment.
While this episode will test us all, great creativity and innovation often comes from times of adversity. Looking internally, I’m pleased to say that this has already birthed an exciting initiative that we hope to share with you in the coming weeks.
We thank you for your continued support during this difficult time. Stay safe, stay positive, and look after one another.