COVID 19 - FAQs
We are excited to announce that all of our UK stores are now open to the general public. Whilst we are delighted to welcome you all back, we want to let you know that special measures have been put in place for your comfort and safety whilst navigating around the showroom.
Upon entry, customers will see a sign on the floor reminding everyone to stay 2m apart whilst shopping. Everyone will then be met by a member of staff and will be directed to a station where single use masks and gloves will be available. These will be optional, hand sanitiser will be provided for those who don’t want or are allergic to gloves. In addition, cleaning and disinfecting of the showroom will be increased and will happen regularly throughout the day.
We thank you for your support during this difficult time. Please know we’re doing everything we can to help with your orders as quickly as possible, and we’ll keep this page updated with the latest information.
Q. Am I able to order online?
A. Yes, you can place orders via our online shop www.porcelanosa.com/uk
Q. I have an order pending — what will happen to it?
A. Your order will be processed as normal and delivered to the address provided. If there are any issues with your order, we will contact you using the contact details provided.
Q. Am I able to contact Customer Service if I have a query?
A. Yes. You can contact us on 01923 656777. We are still working to give the best service possible.
Q. Can I still use your delivery service?
A. Yes. Delivery is as normal; you will be contacted in order to arrange a suitable delivery date.
Q. Are deliveries running on time?
A. Yes. However, if a problem occurs, we will contact you using the contact details provided.
Q. Are you changing your returns policy/process during this time?
A. The procedure for returning items remains the same. Orders can be returned via drop off at one of our warehouses or we can collect them (charge may be applied).
Q. What precautions are your warehouse teams and couriers taking to prevent the spread of COVID-19?
A. We are constantly seeking advice from the government and are practicing social distancing measures. There are limited staff allowed in one area at a time and between each member of the team and their station, there is a 2m space. Extra hand soap and sanitisers have been provided for all staff to use.
Q. How do I return a product?
A. Depending on where you purchased your product, you may be able to follow our returns policy. If this is not applicable, please contact customer service on 01923 656777
Q. Are any of your showrooms still open?
A. Yes. All of our UK stores are now open to the general public.
Q. Are any of your warehouses open?
A. Yes. Our warehouses are still operating with special measures in place.