Coronavirus - The steps we are taking

UK UPDATE

Following the Prime Minister's address on Saturday 31st October 2020, we will sadly be temporarily closing our doors to our flagship Royal Exchange Store and our Wickham Hall Showroom - but that doesn't mean we are closed for business! We are implementing new measures to ensure you can still shop safely with us.

Our online site and delivery service will remain running as normal. We are unfortunately unable to book physical appointments but are offering virtual appointments via Zoom/Microsoft Teams, where you can book your slot and view the product you are enquiring about over video call. Alternatively, if you would prefer to speak to our sales consultants via the phone or email, we are happy to accommodate this. Remember you can also speak to a member of our sales team through our Live Chat function online.

We are now offering a Click and Collect service at our Wickham Hall location, allowing you to safely collect your items directly from us. Simply arrange your slot with a member of our Sales Team and we will ensure the item is ready for collection.

NETHERLANDS UPDATE

Our Amsterdam office remains operational but in compliance with Dutch government guidelines we operate on appointment only. For more information regarding visiting or booking an appointment for our Amsterdam office 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.

BOOKING AN APPOINTMENT

Considering the recent Lockdown measures we are unfortunately unable to take appointment bookings at our Royal Exchange London Boutique or our Wickham Hall Showroom. However, we understand out customers enjoy visiting us and interacting with the product; therefore, we will be offering virtual appointment bookings via Zoom or Microsoft Teams. Our virtual appointment option allows you to view the product and speak to one of our sales consultant's face to face.

Alternatively, if you would prefer to speak to our sales consultants via the phone or email, we are happy to accommodate this. Visit our contact us page and specify in your booking that you are interested in a virtual appointment and our team will coordinate this for you.

CLICK AND COLLECT

We are now offering a Click and Collect service at our Wickham Hall location. Please note you will need to book a slot prior to collecting your item and you will be unable to enter the premises. Should you have any questions regarding our Click and Collect service please do contact us.

SERVICING

Whilst our servicing department will still be operating as usual in-house, we will be making slight changes to the way in which you drop off/collect your timepiece. Please see below:

Dropping off – We kindly ask that you ring the buzzer at our Wickham Hall Showroom, place your watch in a box/bag by the door and a member of staff will collect it and take it in.

Collecting - Once your item is serviced and complete, we will notify you that it is ready to collect. Please note you will be unable to enter the building, a member of our Servicing Team will bring your watch to you in its box and bag and hand it to you by the door.

Please note that an appointment should be booked before dropping in or collecting your repair. 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?

We are working with all our delivery partners to ensure our normal delivery times are met and orders arrive as expected. However, there is a small possibility that some orders could be unfortunately delayed. 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