Coronavirus - The steps we are taking

To all our valued customers,

We want to thank you for your ongoing support throughout this difficult time. We are pleased to resume normality in most areas of the business and are starting to re-open our store locations in line with the government guidelines. For those unable to visit us in-store we have implemented a number of different virtual forms of communication to ensure you can get in touch with our sales team with ease and ensure we maintain our high standard of customer service.

We will continue to update our COVID-19 response page to keep everyone informed on the measures we are taking and the status of our stores. We also have some exciting new content launching soon across our social media channels, so be sure to keep an eye out for that.

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

Following the recent Government announcement, as of the 15th June, our Wickham Hall showroom is operating on an appointment basis, with capacity for one appointment at a time within the premises.

All visitors are required to confirm that they have not knowingly been exposed to COVID-19, travelled outside of the UK or been in close contact with someone who has travelled outside of the UK or has been diagnosed with COVID-19 within the last 28 days prior to their appointment.

Whilst our online site and delivery service is running as normal, we are also offering a range of virtual options for you to speak to a member of our sales team through Live Chat, email, Microsoft Teams, Zoom or via phone call.

Our London Royal Exchange store remains temporarily closed.

NETHERLANDS UPDATE

Our Amsterdam showroom remains operational in compliance with Dutch government guidelines. For more information regarding visiting or booking an appointment for our Amsterdam showroom 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

We can now take bookings at our Wickham Hall UK Showroom. At present Xupes are only accepting two people per appointment and they must be from the same household; you must also be over the age of 16 to enter the premises.

Where possible, Xupes would prefer cashless payment, however, can accept cash where alternative methods are not suitable.

Alternatively, you can book a virtual meeting via Zoom and Microsoft Teams or 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.

SERVICING

Xupes Servicing department is now able to accept appointments at our UK Head Office in line with the current government guidelines. Please note that an appointment should be booked before dropping in or collecting your repair. A member of our team will notify you on our social distancing measures taken and book a time slot for you. Additionally, please note that some repairs will experience delays due to parts availability and workshop closures. Should there be any changes to the timeframe of the repair, we will of course advice you accordingly. 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