Coronavirus / Covid-19 had had a large impact for many businesses in 2020, despite recovering from the initial issues with stock sourcing from China we are now seeing a shift in direction within Europe causing issues with government policy often changing.

We have updated this /status page to focus less on stock availability has returned to normal, we will be focusing on the impact of service disruptions; we currently have no plans of closing due to the outbreak and will remain operational until we are unable to do so (if we are required by the Government to close or if our shipping partners are unable to remain open).

We have plans in place to ensure that we will always operate and man customer service and will continue to provide support even if we are forced to close or limit our warehouse operations.

 

LAST UPDATED 13/05/20

We will continue to update this page as and when the situation changes.

 

REPLACEBASE STATUS

 

  • CURRENT OPERATIONS – NORMAL

We have decided to keep staff at our central warehouse to a minimum, as such our customer service team are working remotely.

Our phone lines are closed (both general and trade) however we are still manning emails and our livechat system during working hours. 

    • Our warehouse is still operating with minimum staff, we are able to continue to dispatch orders and book stock as normal.
    • We are processing returns the day they arrive in as normal, for larger or more complicated returns it may take longer. 
    • Our phone lines have been closed due to staff working remotely, live chat and email support is unaffected.
    • We are no longer allowing customer collections; any local orders must be posted. 
    • We have provided masks and anti-body testing kits to staff and continue to ensure good hygiene practices, in all areas of the business.

STOCK STATUS – NORMAL

  • We have returned to normal stock levels and receiving stock as normal, we are however focusing our staff resource of outbound orders so some stock being booked in maybe delayed
  • New stock processing and stock requests remain unaffected and processing at normal rates. 

SHIPPING PARTNERS – SOME LIMITATIONS

We are still receiving shipments and having standard collections however please be aware the we are seeing some service disruptions, mostly in "Locked down" areas of Europe.

All of our couriers are advising there may be delays depending on each depot / location and service. This is not something that anyone can anticipate sadly, we will ship items on the delivery method selected, however it is possible some orders may be delayed. We do also advise this at the checkout for all customers before they are able to complete any order via a pop-up.

We have had to remove all of our Saturday services from the checkout due to the advice of the couriers we work with no longer guaranteeing an attempt over the weekend. 

We dispatch a large number of Royal Mail deliveries every day however it appears we are seeing an increasing number of delays with Royal Mail, although the majority are still being delivered in the estimated delivery time, Royal Mail are advising delays can extend in some areas, we are asking customers to please be patient as Royal Mail work to resolve any delays and get orders delivered. If the delivery has failed to arrive in the estimated delivery window, please contact our customer service team for more information and they will advise from there.

www.royalmail.com/coronavirus

We appreicate everyones patience in this time, our customer service team are doing everything they can to help with any delays, however certain sitautions will be out of our control.

ROYAL MAIL

Royal Mail SD Pre 1PM is no longer guaranteed by Royal Mail, they will however still prioritise the service. All services seeing possible delays.

TNT (International)

Standard operations / Warning Of Some Possible Delays

Fedex Domestic

Standard operations / Removal of Saturday service

Fedex (international)

Standard operations / Warning Of Some Possible Delays

DPD Local

Standard operations / Removal of Saturday service

DX

Standard operations / Removal of Saturday service


INDUSTRY STATUS

CONSUMER - ALL NORMAL

The heart of what we do is help end users get devices back up and running, currently apart from some possible price increases we are not seeing any disruption of service or availability of parts or technical assistance. 

 

INDEPENDENT REPAIR SHOPS – CLOSED

Under the new government guidelines issues on the 23/3/20 repair shops must close.

We want to continue to help all in the industry and working with several other UK parts suppliers to ensure we have consistent policies and availability to best support the industry together.

We are seeing many in the trade transition to "Mobile" repairs and "Drop Off" repairs with great success.

As far as UK Gov are advising, shops such as repair shops can start a phased re-opening from June - to ensure availably to stock and to prevent a backlog of orders we would recommend preparing stocks from the 20th May. 

If we can assist your company in any way such as extending return period, account payments or with forward planning please do get in touch with us at [email protected]

REPAIR CENTRES, SCHOOLS, PUBLIC SECTOR, WHOLESALE

As we are seeing improvements in our Chinese operations, we able to special order and provide OEM services again with solid timescales, we would however recommend orders are placed as soon as possible to secure better prices due to the increasing instability in the GBP / USD / EUR exchange rates.

 

Stay safe. 

 

Replacebase.