Coronavirus Update Jan 2021 - A Note To Our Customers
Following the announcement of a third national lockdown on Monday 4th January, we wanted to provide you with an update regarding the steps we are taking during these ongoing unprecedented times. Below, we will detail updates surrounding our service to you, including orders, deliveries & collections, and the health and safety measures we have in place.
Whilst following government guidance, we have so far been able to fulfil orders made by our customers with minimal disruption and delay, so we intend to continue with this. While there is the possibility that some orders may be delayed due to Covid priorities with our manufacturers and warehouses, we will continue to do our utmost to fulfil all of our customers’ orders and will keep you updated should anything surrounding your order change.
When placing an order, all shipping dates will be visible on the product pages and will be included pre- and post-purchase on your confirmation email. The shipping dates we provide indicate the time required for us to process the order - actual delivery dates will vary on postcode and will be confirmed to you by email, by our couriers directly.
Delivery & collections
Our third-party couriers will continue their service to deliver your OTTY products to you with minor changes. These changes include:
Products can only be delivered to your front door, which means that the option to select your room of choice for delivery is currently unavailable.
If you live in a shared building such as an apartment complex, the couriers will only be able to deliver your order to the building’s main exterior entrance, rather than your personal front door.
For collection of your old mattress, the couriers will no longer be able to access the room where your mattress is kept. Instead, we ask that you move your mattress yourself to be collected from your building's main exterior entrance.
At this time, we will do our best to ensure the delivery of your new mattress and the collection of your old mattress are done at the same time, but there may be instances where they are done separately. In the instance that this is the case, you will be informed prior to delivery of your order.
If your delivery notification is a diary booking link from Arrow XL, they are no longer offering the collect and dispose service for your old mattress. In this instance, your collection will be done by an alternative courier called Route1 who will contact you directly and will do their best to arrange the collection on or around the same time as your delivery from Arrow.
Items in your order may be dispatched separately. In this instance you will receive notifications from our couriers, Arrow XL and Route1, who will do their best to arrange delivery of your items on or around the same date. Pillows may be delivered by DPD rather than the other two couriers.
Health and safety
Our top priority will always be the health and safety of our customers and employees. We can assure you that we are also taking every necessary step to elevate our hygiene practices in our production centres and our warehouses.
We will continue to closely monitor the situation and are ready to make any changes required to protect you and our employees. You will of course be the first to know, if we need to make any adjustments.
Please see our frequently asked questions please below and if you have any further questions please reach out to our customer service team via email firstname.lastname@example.org or via our online chat.