COVID 19 FAQs

CORONAVIRUS INFORMATION FOR OUR CUSTOMERS

Throughout this difficult and unpredictable time, we are aware lots of you will be at home and away from your normal routines. The uncertainty of the situation is having a tremendous impact on all of our lives, so with this in mind, we want to let you know what we’re doing to help and support you.

While we are learning about COVID-19 and staying up to date with the government announcements and the impact it is having across the globe on the people and the workplace, we want to assure you that we are adapting quickly and making the necessary adjustments to ensure we can keep your hair and mind as beautiful as ever!

WHAT WE ARE DOING

  • Our HQ and products are based in the UK, and so following all latest guidance from our government, to ensure all of our CLOUD NINE team, most crucially our Warehousing Team, are trained on additional safety measures to ensure we’re able to take every necessary precaution to protect the health and welfare of our team, but also you, our customers.
  • We are enforcing at home working for all CLOUD NINE team members who do not need to be at HQ for our business to sustain.
  • Our phone lines, website, social media, email and messaging services will remain open and responsive to continuing our commitment to provide exceptional service.
  • We will be keeping with our core values of determination, inclusivity, caring and honesty with each other and with you the customer during this difficult time. Our team working from home will be skyping into the office whenever possible to ensure that our morals are kept as high as our ponytails.

We take pride in everything that we do at CLOUD NINE and with this, we will continue to monitor the situation closely, taking all advice provided by the UK Government and Public Health England. We will keep you up to date with any changes and appreciate your cooperation and understanding. It is times like this where we show our kindness, protecting all those in our community.

Kinder to ourselves, Kinder to each other, Kinder to hair.

Please keep visiting this page for the latest information.

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. Further to this our Warehousing Team, are trained on additional safety measures to ensure we’re able to take every necessary precaution to protect the health and welfare of our team, but also you, our customers.

SHOULD I BE CONCERNED ABOUT TOUCHING A PARCEL I HAVE RECEIVED OR COLLECTED?

No. 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.

ARE DELIVERYS OF PARCELS RUNNING ON TIME?

Our dispatches are currently on time, however, Parcelforce are experiencing a few delays in certain areas. Our carriers will contact customers who are affected on a case-by-case basis. More significant updates will be posted online. Please check our website for the latest information.

WHAT IF I’M SELF ISOLATING OR DO NOT WISH TO COME INTO CONTACT WITH A DELIVERY DRIVER

Our delivery drivers are no longer passing over their hand-held devices for signatures. If no one is present at the premises the drivers will follow the same procedure of leaving a card with further instructions. This is evolving daily and you can keep up to date with any updates by visiting https://www.parcelforce.com/service-updates or getting in contact with our customer service team.

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, you are not to worry as we have a 45 day no quibbles returns policy.

If you have any further questions regarding your returns please see our returns policy or contact our customer service team.

Got a Question?
Just get in touch

We're here to help! Simply contact our customer service team for help.

Our office

A2 Hornbeam Square West,
Harrogate
HG2 8PA

Monday

8:45am – 5:15pm

Tuesday

8:45am – 5:15pm

Wednesday

8:45am – 5:15pm

Thursday

8:45am – 5:15pm

Friday

8:45am – 5:15pm

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