COVID-19 UPDATE: We're still taking orders and making secure, no-contact deliveries on devices that are all UV sanitised before dispatch.

Covid-19 Service Status

THE BIG PHONE STORE COVID-19 SERVICE STATUS 

We all find ourselves in a very challenging time with the recent Covid-19 pandemic and it has affected everyone in so many ways.   The Big Phone Store is however, dedicated to continuing to provide excellent customer service in the hope that it maintains some level of normality.  

The wellbeing of our customers and that of our staff continues to be our absolute priority and we have closely followed government guidance at every point. In line with the government's decision to close all non-essential retail, our shopfront is now closed until further notice but our online business remains very much open.  

We have implemented strict safeguarding measures which include allowing all office staff to work from home and we have a wonderful skeleton team of warehouse staff ensuring that orders reach our online customers as swiftly and smoothly as possible on a daily basis.  We are being overzealous in practicing social distancing and taking hygiene precautions to the highest of standards as we are not taking any risks whatsoever. We are making the right decisions in line with government guidance for the safety of our staff and our customers but at the same time making sure that your orders can be shipped as quickly as possible.

Due to limited staff we are unable to handle calls or reply to emails at our usual level of service but wherever possible we will endeavour to answer and reply as much as we can but please do bear with us. To assist however please see our FAQs below which deal with the common questions that we are currently being asked.   

FREQUENTLY ASKED QUESTIONS DURING COVID-19

How does COVID-19 affect my order?
Our online business remains open and orders can still be placed in the usual manner and we are dispatching orders on a daily basis.

Will my order be delivered on time?
So far as it is in our control our customers are still receiving their orders on time.  Our warehouse team is pulling all the stops to get the orders out in a timely manner and they are doing this with tremendous success.  The rest depends on the courier companies but we are in constant touch with them so that any delay, if any, can be communicated to you. 
 
We anticipate that inevitably there will be some delays every now and again due to the problems the courier companies are facing on a national level and we appreciate your understanding in this regard but please be rest assured that our aim is to get your order to you as fast as we can.  

Please note that Royal Mail has changed its delivery times for its Special Delivery Services.   Royal Mail's guaranteed delivery for Special Delivery Guaranteed by 9am the next morning has changed to by 12pm the next working day and guaranteed delivery for Special Delivery Guaranteed by 1pm has changed to by 9pm the next working day. 

Is your return policy affected?
Not at all – you can still return any unwanted or faulty items as per our returns policy. This is unaffected. 

KEEPING SPIRITS UP

At times of uncertainty, it is natural for worry and panic to set in but here at The Big Phone Store we are trying to remain as positive as possible and helping each other as much as we can.  We have adopted a “Tell a Joke a Day” strategy whereby each and everyone of us very briefly come together once a day via the magic of video conferencing and we each tell a joke.  There have been some pretty bad ones but they have made us smile nevertheless.  Perhaps you are finding similar ways to get through this crisis and we hope that normality resumes soon for everyone. 

STAY SAFE

All of us at The Big Phone Store would like to take this opportunity to thank our customers and colleagues for their loyalty and support and we cannot thank you enough for your custom that is allowing us to stay in business during this very difficult time.  

Please do stay safe and look after each other and we will of course keep you updated on the level of service that we are able to provide here as and when things change and also via our social channels.