COVID-19 Policy

Unfortunately due to the current circumstances we will only be dispatching from our warehouses Monday - Friday.

This means orders placed on a Friday will be dispatched on the Monday so don't panic if you don't receive your shipping confirmation over the weekend!

In the unlikely event that you do not receive your order after the stated delivery timeframe, please contact us as soon as you are aware

and no longer than 7 days from the delivery date stated on your tracking.

When importing goods to some countries orders may be subject to customs fees. To find out if this applies to you please seek information from your local government.

 

If you have more questions, please contact our support team.

Yes! We’re currently still able to accept orders and ship internationally. We’d recommend ordering to addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access.

We’re trying to. Minor delays are happening internationally.

Our most recent update is that we're currently only shipping from our warehouses from Monday to Friday. However, we'll be catching up on weekend orders at the start of the week, so it may take a few days for you to receive your shipping confirmation email. So don't panic, we've received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team.

Our advice on returns at the moment is to not rush. We’ve extended our returns policy to 120 days to give everyone plenty of time to return items to us when it’s safe to do so. Please check and follow the restrictions set by your local government, which may reduce the operating systems and hours of your local drop-off points or classify returning items as non-essential travel. Thank you; stay safe.

Currently, our production operations haven’t been impacted by the spread of COVID-19. We’re monitoring the situation very closely, working with local authorities in affected regions and following the advice of the World Health Organisation. The welfare and health of our suppliers are a top priority for us. Should the authorities recommend taking additional action, we’ll be sure to follow their guidance.

The ESSENTIALAXIS family will always be a priority, and we’re doing all we can to protect the safety and wellbeing of our family across the world, while continuing to provide the best experience possible, as safely as we can.

For now, working from home has become the everyday norm for our entire team, with the only exceptions to this being the team members with’ business critical’ roles who must be physically present in our offices. This is a very small percentage of our entire team and we are strictly following official advice to uphold social distancing and the highest standards of hygiene for this key group. Our offices across the world have made operational changes, too - including more regular cleaning, entry/exit control and restrictions in common areas – to protect the wellbeing of anyone and everyone in the offices.

Our attitude and approach is exactly the same throughout our supply chain. We’ve increased focus on our distribution centres to maximise safety, enforcing social distancing and minimise the spread of COVID-19. Ensuring the highest possible customer experience has always been our main driving force. In these times the health and safety of people throughout our supply chain must be our priority, so this may mean a slight delay to orders, but we trust you’ll understand, and support, the steps we’re taking in these global circumstances.

ESSENTIALAXIS is operating as safely as we can, while giving our best to operate at the highest standards we can. We’re taking every opportunity to offer our team support and guidance as closely as possible, even while separated by distance. In true ESSENTIALAXIS's style, we’ve introduced activities and exercises to keep everyone’s physical and mental health at its best.


Our message to the ESSENTIALAXIS family is simple: Stay Home. Stay Safe. Save Lives.


We’re stronger when we pull together.

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