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Phone: 020 3129 3301

COVID-19 specific FAQ

Last update on 14/05/2020

1. Store reopening

The store has reopened on Monday, May 11 and will be open from tuesday to saturday, 10-12am / 2-7pm. 

1.1 Safety rules and social distancing for our customers

  • 20 customers can be in the store at the same time. We marked a waiting line outside for those who need to wait.
  • Upon entrance, please wash your hands with the hydroalcoholic gel available. 
  • Please follow the arrows on the floor to make your way through the store. 
  • Please ask a staff member if you wish to try/touch a product.
  • There will be dedicated zones to leave the products that have been tried.
  • Please bring your own socks for trying boots.
  • The computers around the store are for the exclusive use of our staff.
  • Please stand at least 1 meter away from our staff when you need to talk to them. 
  • We recommend payments with cards or with contactless technologies at the cashier.
We reserve the right to exclude from our store any customer who does not respect the safety instructions stated above

1.2 Equipment of staff and premises

In order to receive you in the best possible way, here are the various actions we took:

  • Our staff wears masks and applies the rules of social distancing (1 meter);
  • Our staff will wash/disinfect their hands after every interaction with a customer;
  • Workstations will be disinfected after each use;
  • The products tried will be isolated and then disinfected;
  • The store will be completely disinfected with virucide at least once a day.

2. Resumption of our activity and staff safety

In order to anticipate the end of the confinement expected on the 11th of May (in France), we have decided to resume the shipping of your orders. But we want to ensure the safety of our staff and partners. For this reason, a small team of volunteers was set up and back to work inside our offices and warehouse.

2.1 Staff equipment

We have taken every necessary measure to protect our staff and will keep on improving them. As of now, this is what has taken place in our buildings. 

  •  Disposable gloves are provided to employees 
  • Handling gloves were also provided to those who needed them 
  • Protection masks are available for everyone 
  • Hydroalcoholic gel for hand sanitizing is also provided 
  • Disinfectant is provided to clean workstations and tools. This task is done on a regular basis and at the end of every day.  

2.2 Work area arrangement 

We also worked and adjusted our offices and workstations to welcome this small team. In order to ensure their safety, we split our work space in zones. Every staff member is allocated to one zone. This reduces theflow of people and ensures a healthier work environment.

  • Two meters between each work station 
  • Contact by email or phone promoted 
  • Every forklift or handling machine is handled by one person only 
  • Every phone, computer or any item used are used by one person only.  

2.3 Access and security

Finally, we reinforced safety, security and access conditions to our buildings:

  • Every people external to the company must notify our team before getting access to the building.
  • Inside the building, everyone must use the hydroalcoholic gel provided
  • Glisshop partners must wait for the instructions from our platform manager before handing or collecting parcels. 
All of these measures were set up to protect our staff but also to prepare the return of the full team which will take place on the 11th of May, we hope.

Our plan of activity resumption is optimised daily according to our staff feedback.

We will not hesitate to reinforce those measures if we think it is necessary to ensure ouf staff safety.

We want to thank Mégane, our HR, and her assistant Noéline as well as her mom Carole. All three have manufactured fabric masks available for our staff.  

3. Shipping

3.1 What's up with the delivery of my order?

We have started shipping again from Glisshop since the 15/04/2020 with a small team of volunteers.

Any order will be processed within 24h as usual. You will then receive an email to confirm the shipping when your order will be in the courier’s hands.   

3.2 Will the delivery be on time?

The current situation does not allow us to guarantee that your order will come within the estimate delivery times. This is why we are offering free shipping on all orders*.

*Except to Switserland (€19,90€).

You will receive an email confirming the shipping. You will be able to track your order with this email.
Delays expected:

  • If you order for a delivery to France, expect 2 to 3 days of delay.
  • Deliveries to Corsica or to another country may be delayed by 4 days. 

3.3 My product was delivered in a collection point before the governement's actions but I didn't pick it up. The collection point is now closed, what do I do to retrieve my order? 

The collection point is keeping your parcel. You will retrieve it as soon as it opens again.  

3.3 An order of mine was supposed to be picked up at the store, what should I do?

We are keeping it for you, you can come and collect it as soon as we are authorized to open the shop again.

4. Orders

4.1 Can I order from the website despite the confinement?

Yes you can order from our website anytime you want. We have started shipping again since the 15/04/2020 with a team of volunteers.

Any order will be processed within 24h as usual. You will then receive an email to confirm the shipping when your order will be in the courier’s hands.   

4.2 Can I cancel or amend my order?

You cannot amend your order.

But you can cancel it. Get in touch with us through our contact form.

5. Returns / Refunds / Guarantee

5.1 I asked for a return but I didn't get any reply

Due to the confinement, our return service was closed since the 16/03/2020. It has reopened on the 15/04/2020.

Requests are prioritized. You will receive a reply very soon.  

5.2 Can I ask for a return despite the confinement?

Yes you can make a request now. You will get a reply rapidly. 

5.3 I returned a product but wasn't notified whether it was received or not.

We are catching up with a smaller team than usual. Parcels returned are being handled. Our return department will confirm the receipt of your parcel very soon.  

5.4 Due to the confinement, the courier has sent my parcel back to me. What should I do?

You can either ship it back or contact us again. We will provide you with a new shipping label.

5.5 My return request was granted but I couldn't ship it already. Am I going to be in trouble if I don't return it within the two weeks allowed?

No you won't. The time for returning products will be exceptionally extended.

6. Other queries

6.1 You still have questions?

Please go to our contact form and ask. We will answer shortly.

Thank you for your patience

Take care of yourself and your loved ones!

NB: Information displayed on this page are updated regularly in order to keep you informed.