Jarrold COVID-19 Updates


TUESDAY 31 MARCH 2020.

FAQs (COVID-19 Information)

ONLINE (Jarrold.co.uk)

Why is your website closed?

For the health & safety of our colleagues, we have temporarily closed our website as we were unable to ensure safe social distancing. There is a pop up on the website the first time you go to the site to warn that we are closed and our “buy” button has been removed, but this should not hinder browsing. We look forward to welcoming you back soon.

 

I placed an online order before the close date of Monday 23rd March, but I haven’t received it yet?

All orders placed on or before Monday 23rd March, were dispatched on the 23rd, with either Royal Mail or Parcel Force. Parcel Force has suspended all Next Day services, so deliveries are taking longer than normal. This also applies to Royal Mail, where you need to allow 10 working days for delivery.

 

I don’t have a tracking number for my order.

If you included a mobile number with your order and it was sent with Parcel Force or Royal Mail Tracked, you will receive a text message on the day of delivery with further information.

 

There has been an issue with my Parcel Force delivery, what can I do?

You will need to contact Parcel Force directly, giving your tracking number, and they should be able to assist you.

 

My item/s arrived broken, what do I do?

Please email online@jarrold.co.uk with a photo of the breakage and once we re-open we will contact you to resolve the issue.

 

My item is incorrect/wrong size, how do I return it?

Please email online@jarrold.co.uk with your order number and we will contact you when we re-open. Do not return the item/s to us before we re-open, as we are not able to process returns.

 

I can’t return my order; will you still accept it after 30 days?

Yes, we are extending our returns policy to another 30 days from when we re-open so you have more time to decide if you want to keep your purchase. Please make sure it still meets our returns policy.

 

Can I get a refund on my order before you re-open?

As we have had to temporarily close, we are not able to issue any re-funds until we re-open. Please email online@jarrold.co.uk and we will contact you once we re-open and try and resolve your query as soon as possible.

 

I want to enquire about a product I have seen on your website?

We are not able to answer any queries until we re-open. If you still want to contact us, please email online@jarrold.co.uk and we get back to you as soon as we can once we re-open.

 

Furniture

I placed an order before the stores closed, but I have not heard anything more regarding delivery.

Our Warehouse contacted all customers’ who had an order that was waiting for delivery before we closed. Our Warehouse is now closed, and we have suspended all deliveries. If you have an enquiry about your order, please email enquiries@jarrold.co.uk with your order number, and one our Furniture team will contact you once we re-open.

 

I would like to book a carpet fitting, is this possible?

At this time, we have suspended all fittings. If you had one booked in with us, this will be re-scheduled once we re-open.

 

How long will prices on the website run for after you re-open?

We will honour all our sale prices for 2 weeks once we re-open (subject to availability).

 

DEPARTMENT STORE/BRANCHES

I have an item/s I want to return, what do I do?

We are extending our returns policy to 28 days after we re-open. Your refund will be processed in accordance with our standard returns policy.

 

General Enquiries

If you have a general enquiry about any of our stores or services, please contact us once we re-open.


MONDAY 23 MARCH 2020.

Important information update from Jarrold

Dear Jarrold customer,

Thank you so much for your continued support of Jarrold during these uncertain times.

We have taken the decision with a heavy heart to close all our Jarrold stores until further notice from 4pm on Monday 23 March. This will include our online business.

We’ve been in business for 250 years, in good times and bad. But these aren't normal times and we find ourselves in the unique situation where closing our doors is the right thing to do.

If you have purchased something in the last few days and would like a refund, we're sorry that we can’t process refunds whilst we are closed but we are extending our returns policy to 28 days following our reopening.

Our customer services team can be contacted via enquiries@jarrold.co.uk and we will do our best help you. .

We want to keep in touch with you, so will continue to email and post on our social channels so share some things to lift your spirits. Please do follow us @JarroldNorwich on Twitter, Instagram or Facebook.

Warmest wishes,

Minnie and all the Jarrold team


MONDAY 23 MARCH 2020

COVID-19 Store Closing - Returns Information

  • If you need to return your order, we have extended our returns policy until 30 days after our re-opening. Please don’t return your goods until then.
  • For online orders, please email us at online@jarrold.co.uk with your order number and details of your return and we will contact you when we re-open and provide a free postage label for you to return your item/s.
  • Any returns that arrived to us by Monday 23rd March will be processed and you will be contacted to let you know your refund has been completed.

 

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Thank you so much for your continued support of Jarrold during these uncertain times

We have taken the decision with a heavy heart to close all our Jarrold stores until further notice from 4pm on Monday 23 March. This will include our online business.

We’ve been in business for 250 years, in good times and bad. But these aren't normal times and we find ourselves in the unique situation where closing our doors is the right thing to do.

If you have purchased something in the last few days and would like a refund, we're sorry that we can’t process refunds whilst we are closed but we are extending our returns policy to 28 days following our reopening.

If you placed an online order before we closed, unless you have been informed otherwise, your order has been dispatched and you should expect it from Friday 27th March onwards.

Our customer services team can be contacted via enquiries@jarrold.co.uk and we will do our best help you.

We want to keep in touch with you, so will continue to email and post on our social channels to share some things to lift your spirits. Please do follow us @JarroldNorwich on Twitter, Instagram or Facebook.

Warmest wishes,
Minnie and all the Jarrold team

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