COVID-19 - SERVICES UPDATES
As we safely adapt to the new normal, we will endeavour to keep this page up to date as and when developments happen so, please do keep checking back. For further updates straight to your inbox, please sign up for our newsletters and we will do our best to keep you informed and entertained if you follow us on the Turnbull social media channels.
We are delighted to offer Concierge Services, providing the same outstanding service you'd expect from visiting us in-store, at your convenience. Our dedicated associates on both sides of the Atlantic are here to assist you over the phone, via video call, or email; whichever best suits your needs.
Our Concierge Service can be built entirely around your requirements, from expert advice on our range, specific product information, sizing recommendations and one-on-one styling consultations, our team are on hand to guide you. Depending on your location, you’ll be connected with a highly experienced member of the Jermyn Street team in London, or from the Turnbull Townhouse in NYC, who – should you wish to make a purchase - will also be able to offer executive delivery options as well as secure telephone or digital payments.
To enquire about our Concierge Services and arrange a consultation, please contact our customer service team. We look forward to hearing from you soon.
Our Online Store
Our online store remains open and fully operational, with the support of our logistic partner in the UK as well our chosen courier partners DPD and UPS. The highest hygiene standards are being upheld throughout the entire supply chain, and within the warehouse where goods are picked and packed. The safety of all personnel is paramount, and as such, government guidance is being strictly followed with regards to social distancing and other measures.
Our customer services team members are working from home, and are able to respond to your queries on live chat, by email and on our customer services telephone numbers
Live Chat: Please look for the blue Live Chat icon at the bottom right of this page.
Shipping & Returns
We are now offering free US shipping on all orders, and we’ve also extended our returns period from 30 days to 60 days to take some of the stress out of shopping with us.
We are currently able to ship internationally from our UK warehouse. There are a small amount of localised restrictions in line with government guidelines – this information should be available via official government websites.
We have removed our next day delivery service previously available to our UK customers, as our delivery partner DPD are no longer able to meet that commitment. We may need to extend our delivery timings by an additional 1-2 days in the very near future, but alongside our logistics and delivery partners, we are doing everything we can to get your parcel to you in good time.
Both of our delivery partners are significant taking steps to protect the public and themselves. This includes the addition of a contact-free delivery service and other measures to maintain adequate social distancing, as well as the temporary removal of the option to collect your parcel from a local pick-up point. To give you the widest range of safe delivery options, you can download the DPD App for UK customers or the UPS App for our international customers.
Whilst official social distancing measures are in place, and we are advised to stay at home for all but essential travel, we are no longer able to accept returns. We have put in place a 60 day returns policy to allow you to return any unwanted goods for a full refund or exchange, once it is safe to do so.
Our Retail Stores & Retail Events
At Turnbull & Asser, the health, safety and wellbeing of our customers and employees are of utmost importance. As we re-emerge from the lockdown and we carefully welcome you back to our stores, we assure you that are responsibly following the local government and WHO advice and diligently responding to ongoing developments.
To minimise the disruption to the exemplary in-store experience you have come to expect from Turnbull. Our dedicated associates have had extensive training on said measures and are available to help you wherever and however is most convenient to you. Furthermore, we are working across our entire supply chain, from our UK-based workrooms to the shop floor, to uphold impeccable hygiene standards, responsible social distancing, and safety precautions.
Please find a full list of safety measures below, in place to protect you and our employees. We kindly request that you follow them whilst shopping at Turnbull until further notice.
- All staff wearing masks and maintaining social distancing.
- Hand sanitiser available throughout the store.
- Masks must be worn by all customers in-store.
- We have introduced a maximum limit for the number of people on all floors.
- We ask that one customer (family, or group) use the elevators and stairs at any one time.
- Try on garments will be quarantined for 48 hours, whilst fitting rooms are closed.
- There will be daily and rigorous cleaning of the premises and products.
- A highly trained team is on hand to assist with any needs, including socially distant personal shopping & concierge services.
- Card payments only.
We have postponed our international Trunk Show series until further notice. While this is unfortunate, the wellbeing of our teams and clientele is paramount. We hope to have this series up and running again soon and only when it is safe to do so. If you wish to place a repeat bespoke order, please contact email@example.com
Following the government's advice to minimise social contact, our workrooms are currently working at a 60% capacity. We have reconfigured our spaces to accommodate responsible social distancing to ensure the safety and wellbeing of our workroom personnel is kept.
If you have placed a bespoke or made-to-measure order with us and yet to receive delivery of it, our bespoke team will be in touch at the right time with an update.
REMOTE PERSONAL SHOPPING
We are pleased to introduce a brand-new arm to our remote shopping services, adding a live personal shopping tool accessible through the website which pairs customers with our store teams to discuss their requirements in real-time. Our expert in-store team can also use this service to share product links, photos, video, and even video call from the shop floor at the customer's convenience. This service is perfect for customers that are unable to or feel uncomfortable travelling into central London, and it can be accessed via any product page online, just look for the icon in the bottom right of the page to start your remote personal shopping experience with Turnbull.
Staying In Contact
Outside of the customer service details listed above, we would like to keep in contact with you from time-to-time via email (you can subscribe using the link below) and also via our social media channels, where we will post any significant business updates but also share relevant and hopefully engaging content to keep you entertained.