Coronavirus - The steps we are taking

Dear all,

Our customers, colleagues and communities are at the heart of what we do. Therefore as a result of the Covid-19 situation and following the recommendation of Public Health England (PHE), the World Health Organisation (WHO) and the Government, we are taking a number of actions that prioritise their concerns. We have already made significant changes within the business with our boutiques in the UK & Netherlands now temporarily closed and our teams are working remotely.

It is a challenging time for us all and we deeply appreciate your continued support for our brand and in light of the current situation, we are adapting our business to make it as easy for all our customers, many of whom might now be working from home, to buy online.

We will be launching new content across our social media channels alongside running a number of special offers to help provide some positive distraction from the media.

I want to take this moment to wish you, your families and those close to you, the very best of health and minimum disruption to your lives during this difficult time. We will all get through this together.

Kind Regards,
Joseph McKenzie
Founder & CEO


UK UPDATE

Whilst our online site and delivery service is running as normal, following the recent Government announcement, all UK locations are now temporarily closed, meaning we are unable to take any appointments. However, our team members are working remotely to ensure we maintain our operation and be here to speak to you via Live Chat, email or phone call.

NETHERLANDS UPDATE

Due to Dutch Government restrictions, our stores in de Bijenkorf Amsterdam and Rotterdam are closed until further notice. Our Amsterdam showroom remains operational but by appointment only. For more information regarding booking an appointment please contact us on +31 (0)20 244 1904.

ONLINE AND PHONE SALES

If you would like to speak to a member of our sales teams regarding a purchase, please call:

01279 704142 (UK)
+31 (0)20 244 1904 (NL)

Our website and other online platforms are operating normally, and our aim is to continue to deliver all orders as usual. We are not able to guarantee pre-1pm delivery times at the moment due to changes with Royal Mail Special Delivery times, however, next day delivery is still possible. The status of our delivery services are subject to changing circumstances. (See FAQs on orders and delivery below) Please rest assured that we are continuously monitoring the situation, and our sales and customer service teams will update you accordingly. In the meantime we will continue to offer you the luxury brands that you love with the same level of service Xupes is renowned for.

SERVICING

Due to the government guidelines and current given social distancing guidelines. We are unable to accept appointments for servicing at our Head Office, but are able to accept via post. Return of your timepiece can be via courier. Please note that some repairs will experience delays due to parts availability, and workshop closures. Additionally, should there be any changes to shipments being received or sent we will inform you immediately. Our aim has always been, and continues to be, to return your watch to you expertly serviced, as quickly as possible.

ORDERS & DELIVERY

Can I still place an order online for delivery?

Yes. We are following the advice of Public Health England and are still making deliveries for online orders.

Can I still receive delivery of parcels?

Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

Should I be concerned about touching an order I have received or collected?

Public Health England (PHE) have said that there’s no current evidence to suggest that the virus can be transmitted from packages.

Are deliveries of parcels running on time?

Deliveries are currently on time but this may change. Please check our couriers, Royal Mail, DHL and FedEx websites for the latest information.

If I’m self-isolating, how do I return a product?

If you have been unable to return an unwanted item due to self-isolation restrictions, we will honour a late return as long as the item meets the other terms of our returns policy including a valid proof of purchase such as a receipt or delivery note.

KEEPING YOU INFORMED

We will continue to post on our social media channels so stay tuned for exciting new arrivals, style inspiration and Xupes news. The latest being our recent launch of our 'Last Chance to Own' collection, giving you the opportunity to own our desirable items at prices unavailable anywhere else.

You can also ask questions or enquire about specific products via our social channels, we are still here to help.

D2 Interactive