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26/3/20 - CUSTOMER SERVICES UPDATE

During this difficult time, we are working as hard as we can to keep the business running as usual. However, due to reduced team members we are unable to keep our phone lines open all day.   

Due to this, our phone lines will be open between: 10:30am-12:30pm and 1:30pm-3:30pm   

Orders can still be placed online at www.outofeden.co.uk, or by emailing sales@outofeden.co.uk   

We ask for you to be patient if you have any difficulties in contacting us at this time, and thank you for your continued support.   

Unfortunately, we do expect it to take longer than usual to process orders due to the current situation with the COVID-19 pandemic. 

Please note that while our team is working hard to fulfil orders during this challenging time, we are unable to process any sample requests. 

Best wishes 

The Out of Eden Team




25/3/20 - KIRKBY STEPHEN STORE UPDATE

Due to the ongoing situation regarding COVID-19 and to ensure we are adhering with government guidance, we are adapting our Kirkby Stephen store to ensure optimum health and safety for our customers.   

If you intend to purchase from our store, we recommend placing your order in advance so this can be processed and handed to you with minimal contact upon collection. Alternatively, orders are also deliverable to your door by courier.   

When you visit the showroom, customers will be served one at a time to implement the 2 metre rule, so some waiting may be required.   

We hope to continue providing goods to those in need within the community at this time, and thank you for your ongoing patience regarding the changes made.   

Best wishes 

The Out of Eden Team




25/3/20 - YORK STORE CLOSURE

As the COVID-19 situation continues to develop and following the government’s decision to close all non-essential retail facilities, we will be temporarily closing our store in York.   

Orders can still be placed online or by contacting Customer Services, and we remain committed to getting orders out to you, our customers, as soon as feasibly possible.   As and when our York store reopens, we will update you accordingly.   

Thank you for your ongoing patience and support.   

Best wishes 

 The Out of Eden Team







Coronavirus (COVID-19) Statement

As a leading supplier to hospitality businesses, we are growing increasingly aware that, for the majority of our customers, this is a very trying and uncertain time for the industry, and we want to reassure you that we will continue to offer the products and support your business needs. 

 

 

We understand that you are likely to be focussing on keeping your teams and guests healthy and safe while juggling high cancellation rates and a lack of bookings, all of which must be adding enormous pressure to your working days.

Until, as a nation, we understand the full impact of Coronavirus (COVID-19) on businesses, we will continue to adapt, support and supply our customers as usual. Within our own business, we have experienced an increase in demand for consumable items such as toilet rolls, tissues and hand wash, even selling a month’s worth of stock within days.

This has resulted in a number of items being out of stock and product purchase limits introduced to keep things fair for all of our customers. We would like to thank you for your ongoing patience and support regarding these restrictions. We also remind customers to remain sensible with their purchases, to ensure we hold enough stock for everyone.

Our Purchasing team remains dedicated to monitoring stock levels and supplier deliveries to ensure as little disruption to you and your business as possible, while our Customer Services, Business Relationship and Despatch teams are working tirelessly to receive, pack and send out orders to you as soon as feasibly possible.

Finally, I would like to personally thank you, our customers, for your continued custom and support in these uncertain times. We endeavour to keep business running as usual at Out of Eden, and we sincerely hope the same goes for your business, too.

We wish you all the very best in the weeks ahead and hope that you and yours stay as healthy and well as possible. We have compiled a list of common questions and answers which may assist with orders and deliveries. We will keep this page updated with information on any further developments as they occur.

Please note that while our team is working hard to fulfil orders during this challenging time, we are unable to process any sample requests.

Best wishes

Ian Hartley

Founder



FAQ

Do you sell hand sanitiser or sanitising gel?

These are not products we currently supply, though our extensive range of hand washes are effective enough in terms of drastically reducing the impact and spread of germs and infections. You can find our full range of hand washes here.

Is it possible to pre-order products? 

During normal circumstances, we are more than happy for customers to pre-order products which are currently out of stock or awaiting manufacture. Unfortunately, the current situation with the Coronavirus is seeing such high volumes of orders placed across the business that we are not at present in a position to manage pre-orders. 

Is it still possible to order product samples? 

Yes, we are still happy for customers (both new and existing) to request product samples via the form on our website at www.outofeden.co.uk/samples Please be aware that, until further notice, we cannot prioritise these requests above ‘live orders’ but shall endeavour to despatch as soon as possible.   We do not envisage replenishing our stocks of toiletries sample packs in the near future. For trade customers wishing to request samples of our toiletries ranges, please contact the Out of Eden Business Relationship Team advice@outofeden.co.uk who shall be able to help with facilitating your request. 


Can my delivery package be left outside my premises? 

Given the Government’s directive towards social distancing to help delay the spread of Covid-19, we anticipate that many of our customers will be requesting to have their deliveries left at an appropriate place, without having to have close contact with a delivery driver.   

 Our courier network (DPD, Yodel, Cumbria Xpress and UPS) are all able to leave packages where directed. Please ensure when placing your order online that you include specific instructions in the comment box. If ordering over the telephone, please convey your instructions to a member of our Customer Services team. 

What is your stock availability for toilet roll? 

Similarly to hand wash, there is currently more demand for toilet roll than we can currently supply. We are working closely with our suppliers to bring delivery dates forward and have precautions in place to limit product purchases to be fairer to all of our customers. Product pages will be updated as and when we receive stock. 

Do you sell antibacterial hand wash?

Yes, we supply Classic Collection Antibacterial Hand Wash and Bio D Sanitising Hand Wash, however we are experiencing extremely high demand for these products, so stock is currently limited. As and when these products come into stock, we will update our website accordingly. 


Do you anticipate any issues with future stock availability? 

For more than 25 years, Out of Eden have fostered strong working relationships with our trusted suppliers across all areas of our business. We are in daily communication with many of them, especially through these challenging times and working to ensure as little disruption as possible for our customers.