Getting in touch
Our priority right now is to support customers who are in a vulnerable position and really need us. Before getting in touch, please help us out by browsing through this Customer Service hub. You may be able to find the answer to your question without needing to contact us.
If you do need to speak to us, we're here for you – our customer service teams are available from 9am to 7pm, 7 days a week – but it'll take longer than usual for us to reply. Our phone lines are much busier than usual, and response times for emails and chats have been significantly extended.
Our delivery services
- If your items are eligible for our 'fastest delivery' service, you'll receive them within 48 hours.
- Orders placed on standard delivery may take up to 7 working days to be delivered.
Hermes are delivering parcels as normal, and you can request delivery to a safe place on your property, so that your parcel is delivered with zero person-to-person contact.
If you haven't already, downloading the Hermes app will make things even easier for you - under 'My Places', you can set up a safe place for both deliveries and returns, take a picture of it for the courier's benefit, and mark it as a GPS location.
Don't worry if you're not able to do this though: the courier won't ask you to sign their device – they'll do this for you, and take a picture of the parcel as proof of delivery.
The ParcelShop service is also mostly running as normal, though a small number of locations are unavailable for delivery.
Delivery of large items
As long as no one in your household is self-isolating, experiencing flu-like symptoms, or has recently been exposed to anyone at risk of having coronavirus, your item can be delivered to the room of your choice, or a specific 'drop point' (hallway, garage etc.)
Only one member of your household should be present during delivery, and a minimum distance of 2 metres must be maintained. The other services that Arrow XL offered before the pandemic, such as unpackaging, light assembly etc. are still unavailable at present.
Returns
Returns may take a little longer than usual; please allow up to 14 days.
To comply with social distancing measures, we strongly recommend that you return items using our Hermes courier service. Please leave your parcel in a safe place for the courier to collect, and they’ll post the return receipt through your letterbox.
If you don't have any safe places where you can leave your parcel, the courier will knock on your door and step back so that you can place the parcel on the doorstep for contact-free collection.
If you ordered an item that was delivered by Arrow XL, please contact us to arrange the collection.
Using our website
Don't forget you can do all of the following online, without needing to get in touch:
Make your required payment every 28 days, or set up a direct debit
Keeping our employees safe
Our staff are working from home wherever possible. If they're needed onsite, we've put in safety measures and ensured that social distancing guidelines are adhered to.
Your online security
Please do not click on links or attachments in suspicious emails, and never respond to unsolicited messages and/or calls asking for your personal or financial details. We'll only ever ask for your details if you have made direct contact with us. If you do get a suspicious message, you can report this directly to Action Fraud at:
https://www.actionfraud.police.uk/report-phishing
Please stay safe and take care of yourself – and thank you so much for being a loyal customer.