Current Delivery Services Are Running As Normally As Possible
Can I still place an order online for delivery?
Yes. We are following the advice of the public health authorities and are still making deliveries for online orders.
We are experiancing next day deliveries to take at least 3 - 6 days due to very high demand for this service.
There are currently restricted services to the Isles of Scilly. It is still possible to order small items for delivery to this area but there may be a short delay until they arrive.
Can I still receive delivery of parcels?
Yes. The public health authorities have 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. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.
Can I still receive delivery of larger items?
We are still delivering the majority of larger items. However, there are a small number of large products that are currently unavailable because they exceed a certain size or weight. These items require two people to deliver them, and with the current social distancing measures that are in place, we are temporarily unable to operate some of our services.
Please note: on arrival to your property, we will only be able to deliver your goods to either your doorstep, or to a garage or outbuilding. We're sorry that we will not be able to enter your main premises at this time.
Will I be contacted by a Partner prior to receiving a larger item?
If you have received an order and home delivery confirmation, you will receive a pre-delivery call, where you'll be asked the following:
Are you, or anybody living at this address currently self isolating as a result of displaying coronavirus (COVID-19) symptoms?
If yes - We will cancel the delivery and reschedule it for at least 14 days later
If no - Please read the following statement:
On arrival to your property, we will only be able to deliver your goods to either your doorstep, or to a garage or outbuilding. We're sorry that we will not be able to enter your main premises at this time.
Should I be concerned about touching an order I have received or collected?
The public health authorities have said that there’s no current evidence to suggest that the virus can be transmitted from packages.
What if I am self isolating or do not wish to come into contact with a delivery driver?
For smaller items, carriers are:
- encouraging all customers to use the alternative delivery options available to them (such as leave in a safe place) so they do not have to receive parcels directly from the courier or have to sign for them
- not handing over our hand-held devices to customers to capture electronic signatures
- asking drivers to log the name of the person accepting the item
- posting a customer contact card to advise of other ways to arrange receiving delivery
For larger items,
please let us know in the comments box at checkout that you’re self-isolating or do not want to come into contact with a delivery driver and we will rebook delivery for at least 14 days later.
Are deliveries of parcels running on time?
Deliveries are currently on time but this may change. Our carriers will contact you if your order is going to be delayed.
There are countries we deliver to where non-essential shops and businesses are closed. There may be delays of up to 96 hours for some of our international parcels. We are not currently taking any orders for South Africa, Canada, Malaysia, Cyprus or Italy.
Are you still delivering internationally?
At present international parcel operations are largely continuing as normal, however we are seeing delays of 24-72 hours to countries that have special measures or restrictions in place. In some cases delays may be up to 96 hours (Australia and Qatar).
We are not currently taking orders for delivery to, South Africa, Canada, Malaysia or Cyprus. We will revert to normal operations as soon as we can.
Can I still use Click & Collect online?
Yes you can collect Direct from Luxair Cooker Hoods warehouse based in Ripon North Yorkshire HG4 5NB
Order before 4pm for next day collection. Please note, we have changed it from the usual 8pm cut off time due to high customer demand.
We'll notify you by email or text message when your order is ready to collect. Please wait for this notification before going to collect your order as collection times are subject to change.
We ask you to respect the two-metre social distancing rule whilst waiting to collect your order.
Unpacking your Goods
Please ensure you unpack and check the product within 48 hours of delivery. If there are any defects or imperfections with the products please let us know.
We understand that sometimes you will not be available to receive your goods. For small appliances our couriers will attempt redelivery once after which you will be charged for any further redelivery attempts. For large items requiring two-man delivery, if you have been advised of a delivery date by us and are subsequently not available to accept the goods, a redelivery charge will be applied.
Returning your product because you've changed your mind
Please return your item unused and in original condition (including all labels and tags intact) with proof of purchase within 35 days, and we’ll give you an exchange or refund, as long as your returned product meets our terms and conditions.
For online and telephone purchases, we'll refund the standard delivery charge if the full order is returned within 14 days. undamaged