COVID-19 UPDATES

Coronavirus Update

 

HOW SAFE ARE YOUR CURRENT DELIVERY OPTIONS IN RELATION TO COVID-19?

We are doing our best to ensure safe delivery options for our customers. The two couriers we use are Hermes and Royal Mail, please see below for more details on how these courier serves are providing safe options:

HERMES

Are encouraging all our customers to choose their preferred safe place for deliveries by following the Track & Divert link in the parcel notifications they send.

If a safe place hasn’t been chosen but there is somewhere safe to deliver the parcel, they will leave it there, even if there’s someone in the property - they will take a photo which will be included in the delivery notification email.

If no safe place is available or a signature is required, they will knock on the door and step aside making sure the parcel is delivered safely. For those parcels requiring a signature, couriers have temporarily been given approval to confirm receipt on behalf of a customer; but only when that customer has answered the door and given them permission to do so. This has been put in place to minimise contact. If there is no answer, the parcel will be returned to our depot and they will attempt delivery 3 times.

ROYAL MAIL

They will not be handing over their hand-held devices to customers to capture Recorded Signed For delivery signatures but instead will log the name of the person accepting the item. Any items that will not fit through your letterbox will be placed at your door. They will knock at your door and step aside, whilst you can retrieve your item at a safe distance, ensuring secure delivery rather than being left outside.

 

ARE YOU STILL SHIPPING INTERNATIONALLY?

Yes we have launched international shipping again.

 

WHERE ARE YOUR PRODUCTS MANUFACTURED AND SHIPPED FROM?

All our products are manufactured and shipped from South Korea to the United Kingdom. There is nothing to suggest this is a concern and we are staying updated with the latest official advice.

 

RETURNS

We have extended our returns policy from within 14 days to 30 days. If everything has remained in their packaging and not have been tampered with, we can issue a full refund or exchange.

 

WILL THERE BE A DELAY IN DELIVERING MY PARCEL?

Business is running as usual and you should not experience any delays. You should receive an email from us directly of when your items have been shipped and a separate email with a link to your tracking ID from MyHermes.

 

WHAT STEPS HAVE YOU TAKEN FOR SAFETY AGAINST THE CORONAVIRUS?

We are following all relevant official advice and guidance. Our Head Office is closed, and all employees are working from home.

 

WHAT ARE YOU DOING TO HELP?

We want to show our support to everyone putting their lives at risk whilst not working from home during this situation. We are offering 50% off to all public sector workers (teachers, nurses, doctors, police officers, firefighters and military). All you need to do is send us your an image of your ID to sales@masktime.co.uk and we will send you a unique code.

 

DO YOU HAVE STAFF IN YOUR OFFICE/WAREHOUSE?

Our Mask Time Head Office is closed, and employees are working from home. Our small warehouse is currently still open with a small number of employees. We have enforced strict hygiene and distancing practices, by following the government’s guidance. All warehouse employees are adhering to our increased cleaning standards and we have also administered readily available sanitisers, disposable gloves and face masks.