FAQ

Why is your Distribution Centre open?

We have decided to re-open after an extensive implementation of health & safety measures into our processes and procedures to ensure safety and wellness of our staff who want to come to work.

What are we doing to look after our employees?

All off our head office staff are working from home including our customer care team allowing you to be able to contact us via our Contact Us page, Facebook Messenger & Twitter.

All employee that are “high risk” under government legislation are self-isolating for the full 12-weeks and working from home were possible. The QUIZ family are all staying connected with lots of Video Calls, instant messager & whatsapp groups. We are looking forward to being back together at QUIZ HQ but for now we continue to keep chatting and staying home & staying safe.

What is Quiz doing to look after our  #QUIZQUEENS?

We are working as quickly & safely as possible to get your order to you. We have decided to operate a Standard delivery service only for now and we request you allow up to 10 working days for your return to be processed.

We have extended our returns policy for in-store & online - please return when safe to do so.

We have implemented contactless deliveries to ensure the safety of you and the courier.

Can I order with you now?

As of 14^th April 2020, we are now in a position to accept orders from you. We are operating with a reduced workforce therefore you will only be able to order a Standard Delivery service.

Why is Next Day Delivery not available?

We have added Next Day delivery again as a delivery option although we have reduced the cut off time to 2pm due to the Health & Safety measures we have put in place as keeping our staff safe is the priority.

Will my delivery be contact free?

Our delivery couriers are fully informed of the precautionary safety measures in place to avoid the spread of Coronavirus. We are now operating contact free delivery and we are taking the following steps to ensure this happens:

• Option to divert your parcel to a safe place
• Automatic delivery to a safe place

If in any case no safe place is available or a signature is required, the courier will knock on the door and step aside making sure the parcel is delivered safely. If there is no answer, we will return the parcel to the depot and re-attempt delivery on another day.

For those parcels requiring a signature, couriers have been temporarily given approval to confirm receipt on behalf of a customer; but only when that customer has answered the door and given them permission to do so.

Can I collect my parcel In-store?

While our stores are temporarily closed, your parcel will remain safe and secure. When our store’s re-open we will send you an email and you’ll have 14 days to collect your order.

If you placed your Click & Collect order and your order hasn’t reached our store yet we will try to have the parcel sent to you and a member of our customer care team will in touch.

Have you extended your Returns policy?

We have extended our returns policy to 28 days in-store & online this is effective from 13th March To receive a full refund or to exchange any items, please ensure you do the following:

• Return/exchange within 28 days of purchasing/receiving your item/s (incl. sale items)
• Make sure items are clean, unworn and have their tags attached.
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We won’t be able to complete your refund/exchange if you can’t meet these 3 requirements. Please note, Department store purchases, must be returned to original point of purchase.

As our stores are temporarily closed as our team and our customers safety is our priority. We will be more than happy to accept your return up to 14 days after our stores reopen. Returns will be accepted on orders that were within the Return Policy at time of store closure.

*Pierced jewellery cannot be returned for health and hygiene reasons. Swimwear can only be returned if the hygiene seal has not been removed. This does not affect your statutory rights.

Can I still return my order online?

As of 15^th April, our DC will be operational again with a reduced workforce. You are more than welcome to return your order as long as it is safe to do so and providing it complies with our extended returns policy as stated above.

How long will it take for me to get my refund?

As we are operating with a reduced workforce, please allow up to 10 working days for your order to be refunded to you.

Can I still return my order In-store?

We have temporarily closed our stores as our team and customers safety is our number one priority. We will be more than happy to accept your return up to 14 days after our stores reopen. Returns will be accepted on orders that were within the Return Policy at time of store closure. Please see above for Returns Policy Extension.

My Gift Card/Credit Note is about to expire, what should I do?

Please hold onto your Gift Card/Credit Note during our temporary closure online and in-store. Once we are back up and running, please contact our Customer Care team who will be able to advise you of next steps.

How do I contact Customer Services?

Our Customer Care team are still here to help but due to the current situation, we currently have limited staff so response times may be longer than usual.

Be sure to follow our Twitter page for updates.