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 on both sides of the Atlantic 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 order. International shipping is 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.
We have put in place a 90 day returns policy to allow you to return any unwanted goods for a full refund or exchange, instructions can be found here.
Our Retail Stores & Retail Events
At Turnbull & Asser, the health, safety and wellbeing of our customers and employees are of utmost importance. We carefully welcome you back to our stores, we assure you that are responsibly following the local government and WHO advice and diligently responding to ongoing developments.
To minimise the disruption to the exemplary in-store experience you have come to expect from Turnbull. Our dedicated associates have had extensive training on said measures and are available to help you wherever and however is most convenient to you. Furthermore, we are working across our entire supply chain, from our UK-based workrooms to the shop floor, to uphold impeccable hygiene standards, responsible social distancing, and safety precautions.
Please find a full list of safety measures below, in place to protect you and our employees. We kindly request that you follow them whilst shopping at Turnbull until further notice.
Due to the ongoing COVID-19 crisis, this store is temporarily closed. Please browse our collection online.
We excitedly welcome you back to The Turnbull Townhouse, with revised opening hours and the following measures to ensure your safety.
- All staff wearing masks and maintaining social distancing
- Masks, gloves and hand sanitizer located at the front door. Hand sanitizer at the elevator on floors 1, 2 and 3 with additional gloves available at the POS station on 1, 2 and 3
- Masks must be worn by all customers in-store, as legally mandated by Governor.
- We have introduced a maximum limit for the number of people on all floors
- We ask that one customer (family, or group) use the elevator at any one time
- All try on shirts sent to dry cleaner after each use
- Try on garments steam sanitized and stored for 48 hours, fitting rooms closed
- Daily and rigorous cleaning of the premises and products
- Highly trained team on hand to assist with any needs, including socially distance personal shopping & concierge services
- Contactless payments only (Apple Pay)
Due to the ongoing COVID-19 crisis, this store is temporarily closed.
We have postponed our international Trunk Show series until further notice. While this is unfortunate, the wellbeing of our teams and clientele is paramount. We hope to have this series up and running again soon and only when it is safe to do so. If you wish to place a repeat bespoke order, please contact email@example.com
Following the government's advice to minimise social contact, our workrooms are currently working at a 60% capacity. We have reconfigured our spaces to accommodate responsible social distancing to ensure the safety and wellbeing of our workroom personnel is kept.
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 at the right time with an update.
REMOTE PERSONAL SHOPPING
We are pleased to introduce a brand-new arm to our remote shopping services, adding a live personal shopping tool accessible through the website which pairs customers with our store teams to discuss their requirements in real-time. Available in the UK and US, our expert in-store teams can use this service to share product links, photos, video, and even video call from the shop floor at your convenience. This service is perfect for customers that are unable to or feel uncomfortable travelling into London or New York, and it can be accessed via any product page online, just look for the icon in the bottom right of the page to start your remote personal shopping experience with Turnbull.
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.