What are you doing to help prevent the spread of COVID-19 in your factory, office and with your delivery partners?
We have implemented extra measures to ensure safety and hygiene at our factory and offices, and are working with reduced teams in order to minimise contact where possible. Our delivery partner, Courier IT is also closely monitoring the health and safety of their teams. Customers are not expected to sign for goods at present, and our delivery partners can also accommodate contactless delivery if preferred.
Will there be a delay in receiving my order?
Currently, there may be a slight delay in processing orders and returns. This is due to the reduced working staff at our factory and with our delivery partner.
Has your return policy changed due to COVID-19?
Due to the circumstances, we have extended our refunds policy from 14 days to 30 days and will offer store credit for returns that are received after this time, up to two months from the original purchase date.
Can I shop during lockdown?
Yes, you are able to shop online with www.thelavenderswan.com unless non-essentials are restricted by the Government. Currently, we are able to sell all items on our website and delivery or pickup returns around the world. Our website, www.thelavenderswan.com is a great way to shop as online shopping means you can avoid public spaces like shopping malls and being around larger groups of people.
How to shop during Covid-19?
We offer contactless delivery and returns as well as conveniently located Pickup Points to collect or drop off orders when it best suits you.
Are shipments processed on time?
All of our shipping options are currently available.
We have additional health and safety measures in place to protect our logistics team, including staggered break times, expanded workspaces and increased cleanings. Our delivery carriers have also adapted their processes by keeping a safe distance.
Due to extra precautions we’re taking in our factory, it is taking a little longer to process refunds. You will receive an email once your return has been processed. We appreciate your patience.
Please see answers below for additional information on how the current situation may impact your TLS shopping experience.
We sincerely apologize for any inconvenience and hope that you’ll bear with us during this unusual time.