COVID-19 UPDATE

5th January 2021

Just to confirm, following the government announcement last night, we will be open during the latest lockdown period with customer services and the warehouse operating from tomorrow as detailed below.

4th January 2021

With the rapid spread of the new variant of Covid 19 over the last 2-3 weeks, we are taking a couple of days to review our policies and procedures for staff who work from our head office and warehouse and prepare the building for their return to work after the Christmas closure. We already have robust procedures in place but want to make sure we remain well prepared for the new phase of the virus.

As a result customer services and the warehouse will be operating from wednesday 6th January, so please allow a little extra time for us to reply to any emails.  We anticipate that orders placed during our christmas closure will be still despatched this week.

Thank you for your understanding and we wish you a happy and healthy 2021.

 

November 2020

We remain open for business during this second lockdown period and are here to help and support our customers. There is no change to our opening hours and our warehouse, repairs service and customer services teams are working as ‘normal’ – available on the phone and email. We have more office staff working remotely so please bear with us if we take a little longer than we’d like to respond.

We are following current government guidance to ensure we have a Covid secure workplace for those employees who are unable to work from home.

 

Web Orders / Shipping

Generally, orders are dispatched within 2 working days of receipt however we expect delivery companies to be busier than usual with an increase in online ordering, so please allow extra time for your order to be delivered.

There are still some issues with delivery to Australia and New Zealand due to flight restrictions so please contact us before placing your order.

Earlier this year, Norway changed import requirements for consumer orders, please send your PID number to salesoffice@terra-nova.co.uk with your order number after placing your order. We will be unable to dispatch your order without your PID.

Customer Repairs
Our repairs service is open and you should receive a quote or reply about your repair within 10 days of us receiving your item.  If you haven’t received an email please would you check your junk email and all email addresses if you have more than one email, if you have still not received your quote please contact us on salesoffice@terra-nova.co.uk so we can resend the details.

Take care and stay safe.

Carolyn and Andy