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COVID-19 FAQs

Updated 24/04/2020.

Why are you reopening?

Over recent weeks, we have put in place new ways of working which take into account Government and Industry guidance around social distancing and hygiene. We have also been listening closely to the demands of our customers, many of whom are self-employed and rely on us to support their livelihood. After a great deal of careful planning and implementation we will continue to supply building materials for essential projects and we can now safely extend our services to customers across the construction and building industry where there is demand and where products are available.


Are you opening for everyone?

We are continuing to supply building materials for essential projects and we can now safely extend our services to trade customers across the construction and building industry where there is demand and where products are available.


Will you be delivering to residential?

We are continuing to supply building materials for essential projects and we can now safely extend our services to customers across the construction and building industry where there is demand and where products are available. We will only be making residential deliveries, where our trade customers have requested a residential delivery address.


How will deliveries work?

All deliveries will be done adhering to social distancing guidelines and materials will be delivered to the kerbside. A 2m cordon will be placed around vehicles during the delivery and customers will no longer sign for their delivery. A copy of the customer’s paperwork will be attached to the pallet or timber. Throughout their shift, drivers are advised to maintain good hygiene practices and observe social distancing. All vehicles will be cleaned at the end of every shift.


Are all your branches open for collection?

We will be progressively introducing a Managed Collection service where we will initially be taking pre-orders. Customers collecting their materials will then be guided into specific locations in the branch. Please contact your local branch for specific details of the services on offer. Our latest open branches can be found here.


How will collections work?

The managed collection service will be progressively introduced. Find details here. New processes have been put in place for safe collections. Customers who have pre-ordered will be directed to specific parking areas on arrival at a branch. Their order will be waiting for them. Customers will load their own goods; assistance will only be offered if the 2m distance can be observed. No paperwork will be exchanged between customers and colleagues.

Those customers who do not have a pre-order will be asked to wait in their vehicle while a colleague takes their order from a 2m distance. The customer will remain in their vehicle while the order is processed with payment taken over the phone. A colleague will then place the order near their vehicle to allow the customer to load their own goods. Assistance will only be offered if the 2m distance can be observed. No paperwork will be exchanged between customers and colleagues.


Can I change my order date?

We will aim to be as flexible as we can, but please bear please us. To change your order date, you’ll need to contact your local branch, who will be able to confirm what is possible.


Can I change my collection date?

We will aim to be as flexible as we can, but please bare please us. To change your collection date, you’ll need to contact your local branch, who will be able to confirm what is possible.


What if I am unable to adhere to the time slot for my prearranged collection?

If customers are unable to make the allocated time slot, then the collection will need to be rebooked. Please contact the branch you placed your order with.


What do I do if my local branch still isn’t open for collection?

Our latest open branches can be found here. Your local open branch will be able to advise if they are providing a managed collection service.

The managed collection service will be progressively introduced. New processes have been put in place for collections. Customers who have pre-ordered will be directed to specific parking areas on arrival at a branch. Their order will be waiting for them. Customers will load their own goods; assistance will only be offered if the 2m distance can be observed. No paperwork will be exchanged between customers and colleagues.


Can I come into branch?

The branches that are listed as open will be operating a delivery service. Progressively we will offer a managed collection service where we will initially take pre-orders. Customers collecting their materials will then be guided into specific locations in the branch. Please contact your local branch for further information before travelling.


How can I pay for my order?

Customers with credit account facilities will be able to pay as normal. Other customers will be able to pay via credit or debit card. We are unable to accept cash.


My branch was open and now it is not, or has changed its service, why is this?

To ensure we can provide the best possible service, whilst ensuring social distancing and hygiene measures are maintained, there may be changes to branches and the services they offer as circumstances change.


What are you doing to make colleagues safe?

Our new ways of working take into account Government and Industry guidance around social distancing and hygiene. Within branches we have put in place clear signage and laid out our branches in order to maintain social distancing and appropriate hygiene measures. Colleagues are being provided with comprehensive briefings on new ways of working, hand sanitiser and appropriate PPE where necessary. Vehicles and branches will be cleaned thoroughly on a daily basis. As before, any colleagues showing symptoms of coronavirus, or those who have come into contact with someone with symptoms, must follow Government guidance around self-isolating.


What are you doing to make customers safe?

Our new ways of working take into account Government and Industry guidance around social distancing and hygiene. All deliveries will be done adhering to social distancing guidelines and materials will be delivered to the kerbside. A 2m cordon will be placed around vehicles during the delivery and customers will no longer sign for their delivery. Throughout their shift, drivers are advised to maintain good hygiene practices and observe social distancing. All vehicles will be cleaned at the end of every shift.

A new process has been put in place for safe collections. Customers who have pre-ordered will be directed to specific parking areas on arrival at a branch. Their order will be waiting for them. Customers will load their own goods; assistance will only be offered if the 2m distance can be observed. No paperwork will be exchanged between customers and colleagues.
 



​​​​​​​What are you doing about orders placed before lockdown?

Anyone with an outstanding order should already have been contacted to resolve any issues. If you require more information, please contact your local branch. Our latest open branches can be found here.


Can I still order tool hire?

Yes, tool hire is still available. Tool hire deliveries will be done adhering to social distancing guidelines and delivered to the kerbside. A 2m cordon will be placed around vehicles during the delivery and customers will no longer sign for their delivery. For collections, customers are advised to pre-order over the phone or by email in advance. On collection the customer will be advised to follow the new customer collect service rules. A photo of the customer, hire fleet and contract will be taken at the time of collection, along with the customer and their vehicle registration. All delivery advice notes can be emailed to customers along with pictures of the goods delivered on site to ensure no contact is required but helping you to keep your records complete.


I have a product still on hire, will I get charged until this can be returned? Can you confirm this please?

Yes, you will continue to be charged for your hire unless you have contacted a branch asking for collection or you have requested in writing that the hire is suspended subject to meeting suspension criteria. If you have any queries, please contact an open Jewson branch or the National Tool Hire Customer Service Center on 0800 539 766 or email hirethelot@jewson.co.uk.


Who do I contact about my tool hire?

Please contact the National Tool Hire Customer Service Center on 0800 539 766 or email hirethelot@jewson.co.uk.


Will you supply PPE in branch to keep me safe if I am collecting my order?

The health, safety and wellbeing of our colleagues, customers and communities is our number one priority. Hand sanitising stations will be available in branches to make use of. We are continuing to follow the latest government guidelines with regards to PPE.


Can I still open an account?

Yes, you can still open an account. More details can be found here.


Can I extend my credit terms?

Please contact your local branch in the first instance to discuss this.


Are credit control available to contact for our trade account?

Yes, they are still available and can be contacted by phone on 0141 425 2298.


When will my refund/credit get processed?

Please contact your local branch in the first instance to discuss this. If the branch you placed the order with is still not open, please email them as they are still receiving and monitoring emails. We will endeavour to get back to you as soon as we can.


Can you help support and provide frontline key workers with essential PPE products?

We are continuing to review this and will support where we can.


Are branches accepting supplier deliveries?

Our open branches are accepting supplier deliveries, and all deliveries must adhere to the new ways of working we’ve introduced surrounding social distancing and hygiene guidelines.


Are any products impacted by supply?

We are experiencing some high demand across some products, we are doing our best to maintain stock levels and will recommend suitable alternatives if available.