Our first priority during this unsettling time is the health and safety of our team and our customers. We are adapting each day to the COVID-19 situation in each country that we work in, and we will do our best to keep you up to date with any changes as they happen. If you have a query that we have not answered below, please do not hesitate to get in touch.
- Will my order be affected by European border restrictions due to Covid 19?
All orders placed on the Le Chameau web site are distributed from our hub in the UK. Various European Governments have implemented border restrictions in an attempt to stop the spread of the Covid 19. These restrictions are a temporary measure - while in place, delivery and returns will be subject to a delay. As a result our customer service team are dealing with high volumes of enquiries, they will respond to you as quickly as they can, but wait times may be longer than usual.
- I’m self-isolating, can I still get my delivery?
Yes, you can. Our delivery partners are practising a number of different methods to record safe delivery of items without customer contact. One of these methods is geo-location recording upon delivery and another is capturing a photo of the front of the property.
- Do I need to sign for my delivery?
No – our couriers are now providing contactless confirmation of delivery. Methods of delivery recording include: geo-location recording upon delivery and capturing a photo of the front of the property.
- Will my delivery be delayed?
Whilst our couriers are still aiming for business-as-usual service, we have seen delays of up to 24 hours in some locations. Please bear this in mind when placing an order.
- How are you protecting your dispatch teams from the virus?
Our dispatch team have agreed new processes and procedures to uphold social distancing, symptomatic isolation and more regular cleaning processes whilst getting orders out to our customers. The setup of our dispatch centre has been reconfigured to accommodate these measures and a systematic cleaning process is in place throughout the dispatch process.
- Who do I contact if there is an issue with my order or I have a question?
Our Customer Services team are available to contact on email and telephone. We do ask, due to the nature of team members working from home, that you contact us via the contact form on our website or email us at firstname.lastname@example.org and we will get back to you within one working day. If you would still prefer to call, then please contact us on 01572 772444 and the team will be happy to help.
- What measures are you taking in the business for Covid-19?
We have been adapting to the situation as it has unfolded over the past couple of months. Many of our team have been working from home for a while now and others have just started to do so, where possible. For the areas of the business still operating as ‘normal’, we are adopting strict measures to keep the teams and our community safe, as well as adhere to government guidelines. These include heightened cleanliness and social distancing. We are very grateful to our hardworking and committed team for showing adaptability, respect, resilience and good humour.
We would like to thank our operations teams, delivery couriers and customer service teams for continuing to provide an excellent level of service in these unprecedented circumstances.
- How are you protecting your team in your factory?
To protect our people, we made the decision to close our factory for the duration of the lock-down period. Many of our staff travel together to work and the processes of manufacturing require some of our team to work in close proximity to one another, so maintaining social distancing would have been extremely difficult. We have continued to pay our staff over the period and we are hugely appreciative of the flexibility and hard work of our full team. We are building plans to alter our workflows to enable us to maintain a high degree of safety once we do re-open our factory.