This page is here to keep our customers and audience up to date about any impact to Andertons' business operations during the current Coronavirus pandemic.
As with other businesses worldwide, the health of Andertons staff, customers, and the wider community is our first priority. As such, we are proactively monitoring the ever-changing situation and reviewing the public health advice to decide how best to maintain our operations whilst remaining socially responsible.
We will aim to keep this page up to date so please check back regularly for the latest updates.
This page was last updated on 3rd April 2020.
Guildford Store Remains Closed, Online Orders Still Being Delivered (with Delays of several days)
To mitigate possible spread of Coronavirus and to protect the well-being of customers and staff, our Guildford store will remain closed until further notice. We are no longer able to allow any customers to visit the store.
Our customer service and online business is currently operational but we're working at reduced capacity due to a number of staff self isolating and the fact we are observing much stricter distancing measures. Responses to email enquiries and dispatches of orders are being delayed by up to 3 days.
After dispatch, further delays may occur due to strains on our courier network.
Please be patient and rest assured that we will get your order to you as soon as possible. Our online help centre can be searched for answers to common questions.
We are aiming to be as transparent as possible about our current operational status (see below) so please keep checking here for updates before contacting us.
Current Operational Status
Customer Services Status
Our customer services team is working at reduced capacity and it's taking us up to 3 days longer than usual to respond. We'd ask that you are patient and you keep checking this page for updates. If there are any issues with your order, we will contact you by phone or by email. Otherwise you can assume it is proceeding as normal.
If you do wish to contact us, please email us or refer to our Help Centre. If we don't respond to your email immediately, please try to avoid phoning unless your enquiry is urgent, as this will help us to help all customers as quickly as possible.
Our warehouse is currently operating at significantly reduced capacity. This is due to staff shortages and increased safety measures to ensure the well-being of our staff. Dispatches are delayed by up to 3 days so please be patient.
We are receiving fewer deliveries from suppliers, so we cannot guarantee that we can replenish out of stock items within normal lead times. Please be aware that ETAs for out of stock items are now unknown.
Our UK couriers are operating, but because of a general surge in online orders across the country, some customers will experience delays to their orders. The courier network is under strain with undelivered items backing up (because many business premises are currently closed). This may cause a further delay to your order of 1-2 days.
Following government advice, delivery drivers are no longer asking customers to sign mobile devices to confirm delivery. Confirmation will be signed in front of you by the driver instead.
We consider ourselves to be operational for website and telephone orders, but with significant delays on many orders of up to 3 days. As our store is currently closed, the pickup of click and collect orders is not possible.
Please be aware that this situation is subject to change if further advice is issued by the UK government that forces us to reduce or stop operations, or if our suppliers or couriers are unable to operate a normal service.
Frequently Asked Questions
Can I still order online / I've placed an order, will it be delayed?
We are currently processing website orders and dispatching orders which are in stock, but with significant delays as discussed above.
On March 23rd, the government posted advice saying that online retailers were still permitted to operate, and as such we are continuing to operate our warehouse whilst enforcing distancing rules, hygiene and safe travel to and from work for all our staff. By prioritising safety, we are unfortunately unable to work at full speed, but we are very grateful for our customers' continued patience and custom.
If the item/s you order are in stock…
UK Customers: we should still be able to get them to you with delays of up to 3 days on some orders. Delivery times vary based upon your delivery location. International deliveries: on top of the increased processed time as above, we're currently experiencing delays of an additional 24 hours on shipping to European destinations.
If the item/s you order are out of stock…
The situation is less certain. Some of our suppliers may be operating at reduced capacity, and some of our goods come from outside of the UK. We will do our best to keep all of our customers updated with the latest news about their order via regular email updates.
Lead times displayed on our website are subject to change…
Suppliers endeavour to give us accurate information about incoming stock deliveries, however, given the current situation, things can change at the drop of a hat. Please be patient and rest assured that we are doing our best to get your order to you quickly.
Can I still call or email you?
Our customer services team is handling enquiries, but has greatly-reduced capacity so enquiries are taking up to 3 days longer than usual to resolve.
In addition, because many people are now staying at home, we’re experiencing higher volumes of enquiries for web and telephone orders than usual; it might take us a little longer to get back to you, but be assured that we will answer your question as quickly as we can.
Many help articles are available on the Andertons Help Centre which you can search in order to try and find an answer to your question.
We would ask that you are patient and use our contact form to send email enquiries (as opposed to phoning), if possible. This enables our team to direct your enquiry to the right department and answer your question comprehensively and as quickly as possible.
At our office locations, staff members are working from home where possible, and observing strict hygiene and social distance processes if not. A small number of staff are following government advice to self isolate, given their individual circumstances.
Finally, Thank You!
The whole team at Andertons wants to thank you - our customers and community - for continuing to support us during the uncertainty surrounding the Covid-19 pandemic. We’re very grateful and privileged to be able to serve the musicians' community, and we want to continue to help you make music, as we know it can bring a lot of joy, even when there are more-serious things going on in the world!