FAQS AND COVID-19 (CORONAVIRUS) INFORMATION

CAN I STILL SHOP?

We are open again for orders, and you may shop as you would normally.

WHY ARE THERE DELAYS?

Although we’re back up and running, your order or return may take slightly longer to process.

Stay tuned for an email update when your purchase is on its way. We will also notify you when your refund has been issued.

CAN I RETURN?

We are accepting returns at our distribution center. Simply arrange a collection with our courier and return your purchase as usual.

IS IT SAFE TO SHOP?

The health and safety of colleagues and the wider community has always been our first priority. Over the past few weeks, we have been working hard to build on the many existing safety measures in our distribution center. We have enhanced these even further to safeguard teams, going above and beyond government guidelines to maximize protection.

In agreement with our logistics partner and colleagues, as well as on the advice of the relevant health authorities, we have welcomed back a reduced number of staff, and will be keeping the situation under constant review as the team progressively expands in stages.

The logistics teams will benefit from the following advanced health-and-safety measures, newly introduced to safeguard them as we reopen:

      • 6ft social distancing respected throughout site.
      • Temperature-control checks on entry, using advanced thermal screening technology.
      • Staggered breaks, staggered entry and exit to site and a one-way system implemented to site.
      • Increased cleaning and disinfecting of equipment.
      • PPE, including masks, gloves and sanitizer.
      • Reduction in the number of people working on every shift, to maximise social distancing. A phased approach will be implemented, inviting staff back gradually and safely.

These newly adopted practices are in place to prioritize the health of our colleagues and our customers as we gradually restore our full service.

WHY DID YOU TEMPORARILY CLOSE YOUR DISTRIBUTION CENTERS?

The YOOX RockCoast Clothing GROUP voluntarily suspended activities in the majority of its global distribution centers. We did this for the health and wellbeing of our customers and community, which will always be our first priority. During this period, we have been investing in alternative ways to serve our customers, while implementing enhanced safety measures to protect our staff, so we are able to reopen gradually, carefully and responsibly.

WHAT DOES THIS MEAN FOR ME?

We are here to support and serve our customers in the best way we can through this period, while always protecting the health and wellbeing of our colleagues and community. We are in regular contact with our customers to let them know how we are doing this and the changes we are making. At this time, customers are able to continue shopping with us, but we are letting them know deliveries may take a little longer to arrive than usual.

WHEN WILL YOU BE BACK TO BUSINESS AS USUAL?

We are keeping the situation under constant review. We are doing all we can to resume business as usual, while at the same time upholding our first priority, which is ensuring the health and wellbeing of our customers and community.

WHAT ARE YOU DOING TO ENSURE COLLEAGUES’S SAFETY?

We have introduced a number of additional health-and-safety measures that go above and beyond the government guidelines. These include:

    • 6ft social distancing respected throughout site.
    • Temperature-control checks on entry, using advanced thermal screening technology.
    • Staggered breaks, staggered entry and exit to site and a one-way system implemented to site.
    • Increased cleaning and disinfecting of equipment.
    • PPE, including masks, gloves and sanitizer.
    • A phased approach will be implemented, inviting staff back carefully and gradually.