Rated /5 from reviews
Coronavirus COVID-19 Information
Web
Delivery Impact
Since March, we have seen unprecedented demand for our products, coupled with a huge increase of workload for delivery systems including the Royal Mail.
In some cases, this has and can lead to delays in your purchase being shipped and/or delays in delivery times.
At present, we are usually managing to pack and ship all orders within 48 hours and often more quickly than this.
We are strictly compliant with social distancing measures in our Warehouse which does limit the number of staff that can safely work at any one time. To assist with this, our teams are working longer shifts than usual.
Please see Royal Mail’s website for the latest information on the impact of Covid-19 on Royal Mail Deliveries.
Customer Safety
The safety of our customers and staff is always paramount to us as a business and please be assured that we are taking all measures recommended by the Government and Health and Safety bodies to reduce the risk of transmission.
Our guidelines include strict hygiene measures including very regular handwashing and a cleaning and disinfecting program in the warehouse.
All incoming products are stored for a minimum of three days before being dispatched.
Our delivery drivers all offer contactless delivery. However, we do recommend promptly disposing of packaging (or storing for at least 3 days without touching if you wish to re-use the packaging) and washing your hands after handling packaging.
Warehouse Safety
We have undertaken a detailed Covid-19 Risk Assessment for our warehouse and implemented guidance and regulations for Safer Worker issued by the UK Government and the Welsh Assembly.
You can see a copy of our Warehouse Risk Assessment here.
Retail
- Safety in Stores
- Store Risk Assessment
- Social Distancing outside store
- Social Distancing inside stores
- Hygiene
Safety in Stores
At E-Cigarette Direct, we are and have always been committed to the health, safety and wellbeing of our customers and colleagues.
In response to the Coronavirus pandemic we have put in place safety measures which remain under continuous review. Our review of the risks and preventative measures can be seen in our Coronavirus Risk Assessment - Retail Stores.
Please take some time to familiarise yourself with our safety measures before making a trip to one of our stores and please follow the guidance in and outside the store to help protect everyone.
As well as following the latest guidance and regulations from the UK Government and the Welsh Assembly, we have worked closely with our Health and Safety partners Ellis Whittam and with our industry trade association, the IBVTA.
Social Distancing outside Stores
Industry guidance and regulations require us to limit the number of people in our stores at any one time. Depending on the store and internal area, this may be one customer at a time or two customers at a time. If there is not room in store, please wait outside, keeping a safe distance apart in accordance with the current guidance and any instructions outside the store or from any authorised persons directing queueing outside stores.
We are asking people to attend stores singly and not in groups. However, we understand that you may need to bring children into store with you. In these cases, we ask that you keep your child or children close to you and under your supervision at all times.
Social Distancing inside Stores
Inside stores, as well as limiting the number of people (including staff) inside the store at any one time, we have also introduced a one way system (where space allows) and distancing guidelines to assist with social distancing.
In addition, along with many other retailers, we have installed screens at till areas where it might be more difficult to keep a suitable distance apart.
We are asking that all payments are made by card, and preferably by contactless, wherever possible but we will accept cash payments if necessary.
Unfortunately, we are not able to offer our usual samples and ‘try before you buy’ due to the increased risk of transmission and we apologise for this.
Where troubleshooting is required, we may ask you to leave your device in the shop and return at a later time in order to minimise interaction with other customers.
We ask that customers/visitors come in one at a time and not in groups, even if they are family members or people that they live with. However, we do understand that some customers/visitors will need to accompany others if there are no responsible adults to watch after them outside.
We have, where possible, taken into account buggy and wheelchair access.
Hygiene
We have enhanced all our cleaning, handwashing and hygiene procedures in line with official guidance for all our operations including retail stores.
We have shortened our opening hours to allow for increased deep cleans each morning and evening. Stores will also be cleaned and disinfected throughout the day with sneeze screens, till areas and card machines disinfected between customers.
At E-Cigarette Direct, we are and have always been committed to the health, safety and wellbeing of our customers and colleagues.
