We understand that these are worrying and unprecedented times for everyone. We hope you that you and those around you are all staying safe. Please check back here to see any further updates or our social media pages. Please find some of our FAQs relating to Coronavrius below. As the situation is changing daily, we will be updating this page with up-to-date information regularly.
Can I still order online?
Yes, you can still order online as normal and we can still deliver to you.
When will my order arrive?
We are doing our best during these difficult times, at present we are aiming to keep to all our delivery times but bear in mind that your order may take a little longer to arrive than usual due to the delivery network. Please note, that smaller items will be delivered within 14 days of placing your order. If you are concerned, please contact our Customer Services via our social channels, or please see our Contact Us page for more details. We will always aim to deliver your order in full, however in some rare cases your delivery may be split during the fulfilment process and delivered at a later time or the following day. Our delivery company will contact you should this be the case with further updates on your expected parcel.
Can I still receive a delivery?
Yes. Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages. It is understood that these types of viruses don’t survive long on objects such as letters or parcels.
How do I return online orders?
At present our returns policy states; “If you need to return a product purchased from Nathaniels Online, then you have 14 calendar days from the date or receiving your goods. You then have up to 14 calendar days once you have told us to return your item or entire order.” For any purchases made we are extending our returns period for online orders by a further 14 calendar days to anyone who has Coronavirus symptoms and is required to self isolate. In total you will have 28 days from the date of receiving your goods to return your order.
What happens if I am self-isolating and want to return my order?
If you require to return your order but are self isolating. Please contact our Customer Services via our social channels or our contact us page. Notify them if you are self-isolating or if someone in your home has symptoms and we’ll help you organise a return.
Can I still receive deliveries if I’m self-isolating?
Yes, we do recommend that if you are self isolating at the time of your delivery that you would need to take necessary precautions at your end to protect the delivery network. We would recommend you leave a notice in your window for instructions for you to receive your delivery. We are unable to amend and details to our delivery network once your order has been processed. If however we have not processed your order, we can either cancel your order, or delay the order (this doesn’t affect your statuary rights as the returns policy doesn’t come into force until you receive the order). Please use our contact page to ensure you notify us as soon as possible.
Will delivery times run as normal?
Deliveries will continue as normal, however we ask of your patience due to the affects that coronavirus can have to the delivery network in the United Kingdom. The only difference is the driver will place the delivery in a safe place and you will no longer be asked for a signature to avoid contact.
How do I contact Nathaniels Online?
We have multiple ways for you to get in touch with us. Please see our contact page, and social media pages where you can send us a direct message about any issues you are facing. Please bare with us while we get back to you during this time.
Do you deliver to the Republic of Ireland?
We are no longer able to deliver to the Republic of Ireland due to the Covid-19 situation. We are delivering to the United Kingdom.
Useful Links
If you would like to know more about Coronavirus please read the following websites for more information.
Public Health England
- Website: https://www.gov.uk/coronavirus
- Twitter: https://twitter.com/PHE_uk
- Facebook: https://www.facebook.com/PublicHealthEngland
National Health Service
- Website: https://www.nhs.uk/coronavirus
- Twitter: https://twitter.com/NHSuk
- Facebook: https://www.facebook.com/NHSwebsite
World Health Organisation
- Website: https://www.who.int/coronavirus
- Twitter: https://twitter.com/WHO
- Facebook: https://www.facebook.com/WHO