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Covid-19 Update


Dear customers
In light of the latest news we wanted to let you know what the team at Fired Earth is doing regarding Covid-19 (coronavirus).

In store
Our shops are closed from today in line with government advice and will remain closed until further notice. Our online business remains open and we are continuing to process and deliver all orders. We look forward to seeing you in our stores again soon.

Orders
If you have already placed an order, it will be delivered as planned. If you're looking to place an order, please consider doing it as soon as possible. We currently have normal levels of stock in our warehouses, but we may reach a point where this might not be the case as deliveries into our warehouses from overseas could be interrupted.

Unfortunately, owing to issues with the supply of raw materials we have had to temporarily stop the production of our paint range. As, and when, we can sort out supply we will of course let you know. In the meantime, we will be contacting all of you that have an outstanding order to arrange a refund where necessary.

Deliveries
During this period we cannot send a driver’s mate – we can only operate a kerbside delivery service. This will be to the closest point of access to your property. This restriction applies to all deliveries, including larger ones, such as bathroom products, so you may need to get someone to help. In addition, we are also operating a no-touch policy, meaning you will not have to sign directly for packages.

Customer service
We have put measures in place to ensure all head office departments will be able to continue to operate safely and efficiently. If you need to contact us, we will have people able to work from home who will be on hand to answer your calls, webchats or emails.

While our customer care team switch to working from home the customer care number will be different. Please call 01295 814349 or 01295 814376 which will be diverted through to mobile phone numbers for the team to pick up your calls.   If you experience issues when trying to call then please email the usual address   customercare@firedearth.com (9.00am to 5.00pm Mon - Fri excluding Bank Holidays).

Home Design Service
We will no longer be able to carry out site visits, but our designers are happy to offer online design consultations via services such as Skype/FaceTime etc and will be able to prepare mood boards and CAD drawings for you.  

If you have any concerns or questions, or if we can help in any way, please email:   customercare@firedearth.com