Dear Seasalt Friends

Last updated: 25/03/2020

I am sure that you have all been following the latest news with concern and keeping a very close eye on the Coronavirus situation. It’s with great sadness that we have made the difficult decision to temporarily close our Seasalt shops around the UK and Ireland at 4pm today, Saturday 21st March, until we are advised to open our doors again. But we know it is the right thing to do to protect our customers, staff and communities in all of our shop locations and to help keep everyone safe in these uncertain times. Looking after the health and wellbeing of our people remains our priority so we are taking every step to minimise risk.

The future of our high streets remains as important as ever to us and we know how important it is to our community too so we are looking forward to throwing our doors open to welcome you all back as soon as we are able. We appreciate that many of you know your local store team well and I want to personally reassure you that we will be doing everything we can to support them through this challenging time. We will miss seeing you all whilst our shops are closed but for any of you that will be at home in the coming weeks and months, we are committed to delivering your orders with free postage and packaging, making sure you get our beautiful products directly to your door. You can shop from home at seasaltcornwall.co.uk or call Sophie and her fantastic Customer Service team who are now safely working from their homes and would be delighted to chat with you and help with your orders and questions. Just call one of our team on 01326 640075 or pop on a live chat with us on our website. For added ease of mind, we have extended our returns policy for customers who have purchased in-store by 28 days.

Look out for our latest news on our website, we’re sure that the situation will continue to evolve and we will keep adapting our plans. We would also love for you to keep in touch on our social channels. We promise to keep our strong personal connections with you, our valued friends, colleagues and community, throughout these times by bringing you stories, pictures and messages from our home in Cornwall which we hope will add a little calm to the days ahead.

We are grateful for your understanding and patience and as always, on behalf of everyone here at Seasalt, we would like to say thanks for your ongoing support. It means a lot to us. Our hearts and thoughts are with all of you who are affected, stay safe and look out for one another as we get through these weeks together. We hope to welcome you all back to our shops soon.

Best wishes,
Paul & all of us at Seasalt

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FAQS

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What measures have you taken to minimise any risk associated with deliveries (contact/signatures etc) to customers’ homes?

Now that we are all self-isolating rather than someone knocking on the door, you are able to leave instructions at the checkout for your online order to leave your delivery in a safe place. For our UK deliveries, both DPD and Royal Mail are able to deliver to you without you needing to sign for an item on a touch screen as you normally would.

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Can Coronavirus live in packages/deliveries?

According to the World Health Organisation, the likelihood of an infected person contaminating packages is 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 low. If you are self-isolating you are able to add a note at the checkout of your online order to request that the parcel be left outside your front door (or alternative safe space) to avoid contact with a delivery driver.

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What if I’m unable to make a return?

Whichever country you are returning from, if you have bought (or received!) an item and it’s not quite right – don’t worry, from the 1st March 2020 we’ve extended our ‘no quibbles’ returns period to 6 months. Proof of purchase required. This does not affect your statutory rights.

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Is delivery from overseas suppliers guaranteed?  Will I get my order?

We are working closely with our trusted suppliers and delivery partners to make sure that our strong relationships are maintained throughout this time and we continue to deliver the quality and service that you expect from us, both now and in the future.  We continue to monitor any border restrictions and the status of international deliveries, if the situation changes, we will update our customers on our website.

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How are you supporting employees through this time, including suppliers and their employees?

We’ve issued lots of advice about looking after mental as well as physical health to our office staff who are now working from home, including making sure our teams are regularly checking in with each other, virtual coffee breaks, and keeping all of our teams up to date with the latest advice through our online platform, emails and phone.

Our shop and field based teams are receiving daily updates and all of our area management and central retail operations teams are working hard to support all of the store teams who are impacted by the current situation.

According to government advice, our Distribution Centre team are still able to keep getting those orders and that little bit of Cornwall out to our customers, and for that we are enormously grateful. We have introduced several precautionary measures such as reinforcing hygiene guidelines, splitting shifts to ensure teams do not cross-over, and observing the 2m distance from each other.

The wellbeing of our teams and customers will always be our biggest priority and we are always reviewing advice and our support through this incredibly challenging time for all.

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What happens with my shop loyalty card if I can’t get to a shop?

With visits to our shops no longer possible due to their temporary closure, you won’t be able to get your stamps on your store loyalty card as you would normally.  However, you can still make purchases online and once our shops reopen, we’ll be able to award you with your stamp(s) – just make sure you keep your proof of purchase.

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Will you still be meeting your charity and sustainability commitments throughout this time?

Due to the official advice to “avoid non essential contact” we’ve sadly had to temporarily suspend our Employee Volunteering programme.  We also had to reverse the decision to close our shop doors (with energy efficiency in mind) to create a better air flow through our shops. However, our charitable donation commitments eg. 20p for every pair of single socks sold, remain in place and our product ranges continue to include more sustainable fabric alternatives, for example organic cotton, Tide Cycle™ and non-mulesed lambswool and merino.

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Can I still ring your Customer Services team and will there be extended opening hours?

Yes of course, we’d love to hear from you – personal connections are even more important in these times. Our friendly Customer Services team are here in Cornwall on phone, email and Live Chat to help with orders and queries. Our opening hours are Mon-Fri 8am-10pm, Sat 8am-5pm, Sun 10am-4pm

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Will you be offering any additional benefits or promotions now your stores are closed?

If you previously preferred to shop with us in store because of delivery charges, we’ve now introduced free postage and packing on all online orders. And to hear the latest on Sales and promotions, make sure you are signed up to be a Seasalt Friend.

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Will I still be able to access Click & Collect?

As a precaution and as the situation is evolving daily, we have taken the decision to temporarily reduce our delivery options by suspending delivery via Click & Collect and CollectPlus.