COVID-19 FAQs
Updated 25/09/2020.
Are you open for everyone?
Yes, we are open to account customers as well as non-account customers.
Will you be delivering to residential?
Yes, we can deliver to trade and residential customers.
How will deliveries work?
All deliveries will be done adhering to social distancing guidelines and materials will be delivered to the kerbside. A 2m cordon will be placed around vehicles during the delivery and customers will no longer sign for their delivery. A copy of the customer’s paperwork will be attached to the pallet or timber. Throughout their shift, drivers are advised to maintain good hygiene practices and observe social distancing. They will also be required to wear a face covering if on site where 2m distancing can’t be maintained. All vehicles will be cleaned at the end of every shift.
Are all your branches open for collection?
Yes, all branches are now open for collection. Our latest open branches can be found here.
Can I come into branch?
Yes, all branches that are listed are open.
How can I pay for my order?
Customers with credit account facilities will be able to pay as normal. Other customers will be able to pay via credit, debit card or cash.
My branch was open and now it is not, or has changed its service, why is this?
To ensure we can provide the best possible service, whilst ensuring social distancing and hygiene measures are maintained, there may be changes to branches and the services they offer as circumstances change.
What are you doing to make colleagues safe?
Our new ways of working take into account Government and Industry guidance around social distancing and hygiene. Within branches we have put in place clear signage and laid out our branches in order to maintain social distancing and appropriate hygiene measures. Colleagues are being provided with comprehensive briefings on new ways of working, hand sanitiser and appropriate PPE where necessary. All colleagues working within the shop area of our branches, showrooms and open offices must wear a face covering, and in other areas of our branches or where a 2m social distance cannot be maintained. Vehicles and branches will be cleaned thoroughly on a daily basis. As before, any colleagues showing symptoms of coronavirus, or those who have come into contact with someone with symptoms, must follow Government guidance around self-isolating.
What are you doing to make customers safe?
Our new ways of working take into account Government and Industry guidance around social distancing and hygiene. All deliveries will be done adhering to social distancing guidelines and materials will be delivered to the kerbside. A 2m cordon will be placed around vehicles during the delivery and customers will no longer sign for their delivery. Throughout their shift, drivers are advised to maintain good hygiene practices and observe social distancing. All vehicles will be cleaned at the end of every shift.
When customers visit our branches we ask they adhere to the guidelines around social distancing and hygiene. All customers, where they are able to, should wear a face covering within the shop area of our branches. Face masks will be made available to customers free of charge should they need.
What are you doing about orders placed before lockdown?
Anyone with an outstanding order should already have been contacted to resolve any issues. If you require more information, please contact your local branch. Our latest open branches can be found here.
Can I still order tool hire?
Yes, tool hire is still available. Tool hire deliveries will be done adhering to social distancing guidelines and delivered to the kerbside. A 2m cordon will be placed around vehicles during the delivery and customers will no longer sign for their delivery. For collections, customers are advised to pre-order over the phone or by email in advance. On collection the customer will be advised to follow the new customer collect service rules. A photo of the customer, hire fleet and contract will be taken at the time of collection, along with the customer and their vehicle registration. All delivery advice notes can be emailed to customers along with pictures of the goods delivered on site to ensure no contact is required but helping you to keep your records complete.
Who do I contact about my tool hire?
Please contact the National Tool Hire Customer Service Centre on 0800 539 766 or email hirethelot@jewson.co.uk.
Will you supply PPE in branch to keep me safe if I am collecting my order?
The health, safety and wellbeing of our colleagues, customers and communities is our number one priority. Hand sanitising stations will be available in branches to make use of. Face coverings will also be available to make use of free of charge for our customers. We are continuing to follow the latest government guidelines with regards to PPE.
Can I still open an account?
Yes, you can still open an account. More details can be found here.
Can I extend my credit terms?
Please contact your local branch in the first instance to discuss this.
Are credit control available to contact for our trade account?
Yes, they are still available and can be contacted by phone on 0141 425 2298.
When will my refund/credit get processed?
Please contact your local branch in the first instance to discuss this. If the branch you placed the order with is still not open, please email them as they are still receiving and monitoring emails. We will endeavour to get back to you as soon as we can.
Can you help support and provide frontline key workers with essential PPE products?
We are continuing to review this and will support where we can.
Are branches accepting supplier deliveries?
Our open branches are accepting supplier deliveries, and all deliveries must adhere to the new ways of working we’ve introduced surrounding social distancing and hygiene guidelines.
Are any products impacted by supply?
We are experiencing some high demand across some products, we are doing our best to maintain stock levels and will recommend suitable alternatives if available.