CORONAVIRUS INFORMATION FOR OUR CUSTOMERS
We know this time of great uncertainty is having a huge impact on all our lives, so we want to let you know what steps we’re taking to help and support you.
Our customers, our communities and the Partners in our business are our priority. That’s why we’re continually monitoring the guidelines and advice provided by the UK Government and Public Health England, and are doing everything we can to make your experience as safe as possible.
We are committed to making the right decisions for you and our Partners, and we’ll keep you up to date online, by email and through our social channels.
Please keep visiting this page for the latest information
ORDERS & DELIVERY
Can I still place an order online for delivery?
Yes. We are following the advice of Public Health England and are still making deliveries for online orders.
Can I still receive delivery of parcels?
Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.
My order is being delivered by an approved supplier, are they affected?
We are working with all of our approved suppliers to understand the impacts to their delivery networks. Our approved suppliers have supply chains that span continents and as such may be impacted more through closures of borders and ports than products stocked within Mwaishop. If this is the case we will inform you as soon as we can and please rest assured we are working with them to minimise these delays wherever possible.
Should I be concerned about touching an order I have received or collected?
Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages.
What if I am self isolating or do not wish to come into contact with a delivery driver?
For all of our items, carriers are:
- encouraging all customers to use the alternative delivery options available to them (such as leave in a safe place) so they do not have to receive parcels directly from the courier or have to sign for them
- not handing over our hand-held devices to customers to capture electronic signatures
- asking drivers to log the name of the person accepting the item
- posting a customer contact card to advise of other ways to arrange receiving delivery
Are deliveries of parcels running on time?
Deliveries are currently on time but this may change. Our carriers will contact customers who are affected on a case-by-case basis. More significant updates will be posted online. Please check our website for the latest information.
There are countries we deliver to where non-essential shops and businesses are closed. There may be delays of up to 72 hours for some of our international parcels.