Covid 19 - We are here to support you

Q&A – Your COVID 19 Coronavirus questions answered

Are any Rexel branches closed due to the epidemic?

Should we need to close any branches for any reason, this will be made clear on our branch locator, and also a notice affixed to the branch concerned advising alternative local branches that can be used for counter collections. Any calls received at a closed branch will be automatically diverted to a neighbouring branch ready to deal with your orders, so any disruption to our service to you is avoided.

What precautions are being taken to protect customers using your counters?

Our branch teams are carrying out thorough and regular cleaning processes and avoiding any close contact with customers in accordance with official directives. We offer a click and collect service to reduce your waiting time on our counters, and also a 24/7 online ordering service giving the option to have your goods delivered to your office or site address.

Are there any product shortages?

Rexel UK is largely supplied by UK businesses that rely on global supply chains and production environments. Many of the products we stock are manufactured in Asia so there is bound to be an impact on manufacturing capabilities if the situation does not relent. Fortunately, factories in Asia are gradually returning to production which will ease any capacity concerns

What is the new proof of delivery process?

COVID-19: Rexel UK Limited – Proof of Deliveries

As a result of the COVID-19 coronavirus outbreak and following the Government imposed social distancing measures (including advice to stay at least 2 metres away from each other) we are implementing changes to the way we ask our Customers to sign proof of delivery notes. These terms are accepted by you should you choose to place any order with us. The purpose of this change is to protect all individuals involved in the delivery process including your employees and ours.

Until further notice, we will not ask you to physically sign the proof of delivery note. Instead, our Driver will record the name of your employee who accepted the goods, the time and date of delivery and our Driver will then sign the proof of delivery note with a ‘Delivered on Permission’ message in the signature space.

The proof of delivery note will then be stored on our systems in line with our usual document retention policies and will be used as evidence of delivery in case of any dispute along with a copy of this letter.

In addition, we are implementing changes to our click and collect process. When you place an order for click and collect, please contact the branch to let them know when you will be picking up the goods. The branch will leave the goods outside the branch to be picked up. A branch colleague will sign the proof of delivery note with a ‘Delivered on Permission’ message in the signature space.

We appreciate that this is not usual custom and practice, but these are exceptional times and we are putting these measures in place to protect employees of both our businesses and society at large.

If you do have any specific concerns, please get in touch with our Customer Support Centre on 0330 0450606.

What is the returns process?

COVID 19 Return of Products (non- defective) suspended

Rexel UK have taken the decision that during the COVID 19 UK Government lock down period all returns of products shall be suspended. This decision has been taken to help enable us to continue to operate during the current COVID 19 crisis and force majeure event. We shall keep the returns suspension under review and will endeavour to restore normal returns processes as soon as possible.

Please note customers will be required to pay for all goods received, even if they wish to return some during the returns suspension period.

Where can I get hand-sanitizer and face masks?

We are aware of a global shortage of face masks as understandably, excess capacity of these items is being directed to China where the need is greatest. There is also a general shortage of hand sanitizer and there may be a delay in sourcing this product for you. We would encourage you to retain any pump bottles, as gel is easier to source as a refill option than the bottles which are generally made in China.

PPE Guide:

Current branch opening hours

Delivery and collection options

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Q&A – Your COVID 19 Coronavirus questions answered

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