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Important customer information regarding Coronavirus (Covid-19)


Update: 21 August 2020

 

In line with government guidance, our Dyson Demo Store and Beauty Lab on Oxford Street has reopened with new measures to make your in-store experience as hygienic and safe as possible.

You can still shop for the latest Dyson technology here at Dyson.co.uk, with free delivery on all machines. 

Owners can find troubleshooting tips, product manuals and more at our Support Page. For all other inquiries or for additional information, please Contact Us.

Please check the FAQ’s below and keep visiting this page for the most up-to-date information.

Frequently asked questions

Can I still place an order online?

Whilst our stores are closed, Dyson technology is still available to buy on the Dyson.co.uk website. To qualify for free next-day delivery on all online orders (excluding tools and accessories), please place your order before 3pm. 

 

Will the delivery of my order be affected?

There are currently minimal changes to our delivery service and we are not experiencing any major delays. However, due to the ongoing health emergency, delivery and support may be delayed unexpectedly, should this occur you will be notified by email.

Our next day delivery service is still available for those who order before 8pm. Where this changes this page will be updated accordingly.

Should you require further information, please see the latest updates from our couriers, DPDParcelforce and Royal Mail.

What measures have been taken to make my shopping experience as hygienic and safe as possible?

We will be adhering to social distancing guidelines and limiting the number of customers allowed in each Demo store to give you room to shop safely. In addition, alcohol-based hand sanitiser or hand wipes will be available around the store.

All our experts will wear a mask and all surfaces that are frequently touched, such as plinths, door handles and handrails are cleaned and disinfected regularly.

Our experts will routinely wipe down each machine on display, before and after demonstrations and wash and dry their hands regularly throughout the day.

Please note will be operating a card-only policy and also offer free next day delivery from our Demo store.

What measures have been taken to make my Beauty Lab experience as safe and hygienic as possible?

Hygiene, cleaning and washing of hands is vital. Hygiene guidance, equipment and products have been supplied for use by our people and shoppers.

PPE has been provided to our staff including our hair stylists and includes face masks, face shields, gloves, disinfectant wipes and alcohol hand gel.

Appointments are limited to ensure clients are adhering to social distancing measures. 

Clients will be given disposable towels and gowns for their appointment. 

All products and surfaces will be sanitised in-between each appointment. 

Has Dyson carried out a COVID-19 risk assessment?

The health and wellbeing of our people, shoppers and any person visiting our sites has been at the centre of our response to the COVID-19. We have carried out a risk assessment and these are the main findings:

Our people do not come to work if they are ill or have any symptoms of COVID-19; they are required to follow their government guidelines on isolation.

We support our people to self-isolate and work from home where they are deemed clinically extremely vulnerable, have childcare responsibilities and those who have difficulties with the arrangements in place within our stores.

COVID-19 Business Resumption guides have been produced for our Direct and 3rd Party Markets; these guides are under continuous review and are updated with best practice and additional guidance.

The guides provide information for store staff on how to safely resume and trade safely. They include, signage, safe working distances, how to demonstrate our products safely, numbers of persons per store/room, process for return of goods and much more.

Hygiene, cleaning and washing of hands is vital. Hygiene guidance, equipment and products have been supplied for use by our people and shoppers.

PPE has been provided to all stores and includes face masks, gloves, disinfectant wipes and alcohol hand gel.

Our ethos is for shoppers to have a “hands on experience” of our products; our Experts will assist by carrying out a mirrored and/or self-demo. Shoppers will be asked to use alcohol hand gel if they wish to handle products and all products are disinfected after each demonstration.

Additional hygiene and safe processes will be implemented for our Stylists to demonstration our personal care products when the UK Government deems it safe for them to operate again.

The processes and guidance we have implemented will be kept under review and update where necessary; this is to ensure to that they are effective for our people and Shoppers.

Can I still return my order as usual?

We haven’t changed our returns policy in response to Covid-19; we are still able to collect your Dyson, should you wish to return it for a full refund. You are also still able to return a spare part for a full refund. However, at present due to pressures across our operation due to the impacts of Coronavirus, this may take up to 21 days from posting to return to your account.

How can I track my order?

Tracking information will be provided if you share your email address and or mobile number when making your order. 

How can I contact you?

Please be aware that due to a partial site closure and staff availability at our UK based call centre, we are currently experiencing longer than normal wait times. Please visit our support pages where you can also troubleshoot, find video content and user guides.

If you'd like to get in touch, please visit our contact us page for details.