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Out of Eden - Coronavirus updates

We will update this page with any details about our products and services as they become available. Please keep visiting this page during these unprecedented times to keep up to date with what is happening here at Out of Eden.


Please note: delivery is currently taking 4 to 7 days.  This is due to exceptionally high demand, the courier networks operating at capacity and safe distancing measures in place in our facilities. We appreciate your patience.


Samples - We are working hard to continue offering product samples to our trade customers  . Please call our customer service team on 01768 372 939 to discuss your needs. Please note - sample orders are limited to three samples per order and delivery may exceed our standard stated delivery times. 


2/6/20 - Order Delivery Update

Due to increased demand across the UK, our network of couriers are experiencing unprecedented demand for their services and have advised us that some delays in making deliveries is to be expected. To put this into context, the volumes of deliveries they are making are ‘far greater than we have experienced at any Christmas or Black Friday’. Whilst we are able to pick, pack and despatch your orders swiftly, we do wish to make you aware that some orders may take longer than normal to arrive with you after leaving Out of eden. We apologise for any inconvenience caused and shall endeavour to keep you informed of any changes, including when deliveries are back to normal service levels.


18/5/20 - Out of Eden COVID-19 compliance certificate


15/5/20 - Out of Eden Service Update

The recent weeks have seen many changes for us all – how we live, work and conduct our day-to-day lives. For us at Out of Eden, we have been working with a reduced team yet still ensuring that customer orders are packed and despatched swiftly and efficiently.   

 The relationships we have fostered with our suppliers has shown its worth and enabled us to continue to offer the vast majority of our product lines with minimal or no disruption. Likewise, our trusted courier partners have been equally dependable with the majority of deliveries being made within 2-3 days of ordering.  

Throughout recent weeks we have also been able to introduce a significant number of new products such as hand sanitisers and gels, disinfecting and anti-bacterial cleaning products, along with items of personal protective equipment (PPE).   

We would encourage you to keep checking our website and, if you’re not already subscribed, the sign-up for our regular emails which we are using to bring you the latest arrivals each week.   

We would like to take this opportunity to assure you that it is our policy to not source any sanitising or PPE products that are of medical grade and would be best used by the NHS and UK’s healthcare professionals in their efforts to combat the Coronavirus pandemic and their care for those affected.   

Finally, we would just like to remind you that our Customer Services and Business Relationship Teams are still working and are happy to help with any product queries or to advise on the specifics of any of our product ranges.   

Call us on 01768 372 939 and our telephone lines are open Monday to Friday between 10:30am-12:30pm, and 1:30pm-3:30pm.   

You can also email your orders to sales@outofeden.co.uk   

Hospitality trade customers can also contact Nikki Riley, our Business Relationship Team Manager, at advice@outofeden.co.uk with any enquiries they may have.


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.   

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

Dear Customer,

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. 

Best wishes   

Ian Hartley

Founder Out of Eden


FAQ

Do you sell hand sanitiser or sanitising gel?

We have been working hard to source essential items of PPE for our customers and are glad to offer several sized bottle of hand sanitiser. You can view these options 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.

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.

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.

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. 

Is it still possible to order product samples?

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.