Posted on 19th May 2020
We at Back2 International understand that it is a difficult we are living in, and we would like to use this occasion to reaffirm our commitment to putting our customers and our colleagues’ health on top of everything. To achieve this end, we have done our best to follow the advice of the government as well as that of the World Health Organization, ensuring that COVID-19 spread shall be minimalized throughout all processes.
We would also like to use this opportunity to give our sincerest thanks to our customers, who have continually supported us throughout this difficult period. We strive to give back by providing the best services possible while keeping you and all our colleagues safe from the COVID-19 pandemic as possible.
Below are some notable changes we have made and some frequently asked questions from our customers.
We commit to making fast and satisfying deliveries while still respecting the guidelines and advice from the government. Our delivery service is still operating as usual. However, orders outside of the M25 may expect some slight delays.
Due to the social distancing rule, deliveries of your order will be left at the door and our delivery driver will wait 2 meters away until you answer the door. Any desks will come flat packed and come with instructions on how to install the item. If you need help with carrying the item, please let us know beforehand.
Set up for chair on-site will currently unavailable, but we can offer advice via phone (020 3475 5317).
Unfortunately, due to health concerns and due to the advice from the government, our showroom is closed for the time being. However, our online site is still open for business, and all our products are available on the site. If you need to make an order, you can do so through the online site without any hassle.
During this period, manufacturers are still open, albeit at a reduced capacity. At the current rate, we expect that we could fulfil all orders. However, there might be some delay in some cases due to the reduced capacity as well as the high demand from our customers. We understand that this wait might cause some frustration on your end, but we assure you that we will do our best to fulfil your orders in a timely manner.
Lead times for made-to-order items are estimated time only and may take longer than expected. We can only deliver in-stock items on short lead time.
Unfortunately, at the moment, we have a limited capacity to process returns. However, that is not to say that you will have to make do with defective products. All new items have a 14 days return policy, subject to a collection charge.
It is understandable that, in this difficult time, you should have plenty of questions for us. To help you clear out any confusion, here are some frequently asked questions as well as our answers:
Q: Is it safe to make orders now?
A: It is absolutely safe to make orders now. Our delivery team will make sure to leave the package at the door to avoid face-to-face interaction with you. We also provide online instructions so that you could unwrap and assemble the furniture pieces on your own.
Q: Will there be a delay in processing orders?
A: Due to limited capacity from factories, you might be experiencing longer-than-usual wait time on your order. However, rest assured as we strive to process all orders as well as refunds within an acceptable time frame.
Q: If the showroom is closed, how can I contact Back2 International?
A: We would love to hear from you through our phone number on 020 3475 5317, Livechat or through email!
The current situation is a difficult one, and there is no telling when things will get back to normal. We will keep you updated with the situation at Back2 International on a regular basis, and if you should have any questions, don’t hesitate to contact us. Your support means the world to us during these difficult times, and we will certainly do our best to provide the best services to you.