FAQ

A message to our customers July 2020

These are extraordinary times and we know that, like all of us here at Lazy Susan, many of you are concerned about coronavirus (COVID-19). Our thoughts are with all those affected and the people working tirelessly to care for them. We are guided in our decisions by the directions from the Government, and by our strong set of Lazy Susan values.

The health and safety of our customers and co-workers is our main priority, and so we wanted to share some of the things we are doing to keep our customers and co-workers safe and cared for.

Delivery lead-times are being affected due to operational constraints in our fulfilment channels. Our aim is to keep customers informed wherever possible to any order delays. Please look on the individual product pages for an indication of likely dispatch speeds for those products. We thank you for your understanding and apologise for any inconvenience this may cause. 

The good news is that we have stock ready to send out and we continue to serve our customers with our normal dedication to exceptional service.

Can I place an order?

Yes, Lazy Susan continues to serve our customers. We have recently had a really high level of demand and we are proud to say that our Customer services Team have no backlog. They have worked really hard over the Easter weekend and all orders have been passed to our 2 warehouses to pick, pack and disaptch.


When will my order be dispatched?

Lazy Susan operates 2 warehouses, which have different staffing levels, our current performance is: Eastleigh Warehouse is picking and packing orders within 3-4 working days. We have tried to make this information clear on the website on the product page. Burton Warehouse is picking and packing orders within 12-14 working days, some are a little faster and a few might be a day or two slower. We have the stock and it has been reserved for you so you will receive your order just as fast as we can manage. Thank you for your patience. 


How are the carriers performing?

Given the circumstances, all of the carriers are doing really well. We are from time to time not getting a collection from our warehouse because of driver shortages, so it's to be expected that deliveries are likely to take a day or two longer than normal. 


Split Deliveries - what should I do if I get only part of my order?

We will have to split some order dispatches between our two warehouses. Customers may therefore receive the second part of their order approx 2- 5 days after the first delivery. This has been done to speed up the general delivery process and help the warehouses and delivery networks. After you receive the first delivery then please wait for a few 4-5 days before calling us to enquire about the second delivery. 


Is it possible to reduce contact with the driver when they deliver my order?

Yes. Lazy Susan’s delivery Associates and partners have been advised to reduce contact with customers; this may include placing packages at the customer’s doorstep and stepping back. If an ID check is required, these are now performed at a distance. Please see special pallet delivery information below.


Pallet Deliveries - Are there special safety procedures in place?

Yes, for your own health and safety and also to help protect our delivery network employees please observe the following procedures:

 

Signing for your PALLET delivery

  • The carrier will call you to book in the delivery at an agreed time and date
  • If you are unavailable and the carrier makes charges for redelivery you will have to pay these charges
  • You must sign for the delivery as GOODS NOT INSPECTED
  • Pallet deliveries will require proof of delivery. If you have concerns please use the following guidelines: Use your own pen on documents or electronic devices. OR Write your own paper receipt, stating your name, order number and delivery company name and hand this to the courier. OR Allow the driver to complete the delivery note and take a photo of it alongside the ID of the person receiving it.

Is it safe to receive a package from any area where COVID-19 has been reported?

The likelihood of an infected person contaminating commercial goods is very low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also extremely low. You can find the latest information on COVID-19 on the information pages of the  UK Government

 

Is it possible to return items?

Yes you can continue to return items. We appreciate that there may be difficulties in some areas in returning your orders as easily as you would normally. To support the current restrictions in place due to Covid-19, please contact our Customer Services team for instructions on the returns process, our commitment to full customer satisfaction remains firmly in place.


Why is your Warehouse still open?

We are staying updated with, and following all government advice and guidance and have put safety measures in place for all of our colleagues at the warehouses. As well as ensuring social distancing in our warehouse and communal areas, we are staggering break and shift times, and have increased our already high standard of hygiene with more cleaning teams each shift, regular deep cleans and readily available hand sanitizer.


Do you have staff in your offices?

Almost all staff are working from home. Those very few who still want to or need to be coming in are able to ensure safe social distancing since the offices are all but empty.

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