- How Monki, Hobbycraft & The Sole Supplier keep customers engaged during the crisis – Q&A
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- Top questions asked by online shoppers during the lockdown
Stores reopening
Lockdown measures vary by country and state. Best practice is providing an updated list with closed/open locations that’s easily accessible on your website.
- When will stores reopen?
- Have you adapted opening hours because of the crisis?
- Can I order online and collect my package in-store after the lockdown?
Safety measures
- What safety measures are you taking with stores and deliveries?
- Are masks mandatory to enter a store?
- Do you limit the number of customers who can enter the store?
- Can the virus live on items I bought? How can I make sure my order is safe?
Deliveries
- Will delivery times speed up again with the lockdown ending?
- Do you offer contactless delivery?
- Do you offer a Click&Drive or Click & Pick Up service?
- My order was delivered in-store prior to the lockdown: do you still have my order?
- I’m relocating during the pandemic. Can I change my delivery address?
- Which pick up locations have reopened?
Returns
- Can we start returning or exchanging items in store after the lockdown?
- Is it possible to return an item without entering the store?
- I haven’t been able to return my item in time due to the Coronavirus situation, what can I do?
Gift cards
- I haven’t been able to use my voucher / gift card because of the lockdown: what should I do?
Product availability
- Is there a limit to the number of hand sanitizers or masks I can buy?
- When will you restock these essential products?
- Are you expecting delays in restocking or upcoming releases due to the virus?
