Coronavirus COVID-19 Information

Coronavirus (COVID‑19)

Last updated: 2nd July 2020
Last checked: 2nd July 2020

We are committed to communicating as effectively as possible with our customers during the COVID-19 outbreak. We will update this page with changes to our services as quickly as possible.

We wish you and yours well and thank you in advance for persevering with any disruption you experience in our service over the coming days, weeks and months.

If there is anything we can do to help, please get in touch and we'll do our best.

Our shops are open

Welcoming you back

We hope you and your loved ones are well and that you are looking forward to the light at the end of the lockdown tunnel.

We have great news! We reopened all three of our stores on Tuesday 9th June. Opening times are 10.00 am to 4.00 pm from Tuesday to Saturday and we’ll be closed on Sundays and Mondays for the time being. It will be a pleasure to welcome you back.

Thank you for your patience, understanding and online custom whilst our stores have been closed.

COVID-19 Secure status

Whilst some retailers have remained open throughout the lockdown, we closed our stores until it was safe enough for them to reopen. With the new “COVID-19 Secure” standard introduced by the government, we are now confident about opening safely as a retailer of essential goods, to serve the needs of equestrians and pet owners.

We are also following the advice and recommendations of the British Equestrian Trade Association (BETA) to ensure those little quirks of our environment such as body protector fitting are all managed in the correct way. We have been working behind the scenes to prepare our stores in line with all of these guidelines so that we can welcome you back on Tuesday.

The new normal

It won’t be the same as it was before but we know you will understand the changes that we’ve had to make. Our challenge with many of these adjustments is not to seem rude but you will appreciate that safety is our top priority. Our team will feel awkward asking you to do certain things which will go against their better nature as a welcoming team of retailers so we politely ask you to help us by doing your bit, respect your fellow customers and our employees and to observe the following rules that will be in place for the foreseeable future.

Please expect to:

  • Maintain a distance of at least 2 metres from people who are not from your own household.
  • Shop alone if possible or at most with 1 other person if you need assistance. Groups of more than 2 people will be turned away or asked to split up and maintain social distancing. This is because groups larger than 2 people would make it too difficult for other people to circulate around stores.
  • Wait outside if our team determines that the store is getting too full to maintain social distancing. We will then operate a 1-out-1-in system until the number of people reduces.
  • Be assisted with footwear fittings from a distance of 2 metres.
  • Book an appointment for riding hat and body protector fittings. See naylors.com/book‑a‑service for details.
  • Follow our policy on the fitting of riding hats and body protectors (full details in the retail stores section below), including wearing a face covering (we can supply masks at £1 each, which are then redeemable against a riding hat/body protector purchase).
  • Find our fitting rooms remain closed. Our returns policy will allow you to get a refund for unsuitable goods that you try at home.
  • Find customer toilets remain closed.
  • Follow signage in store directing you on other procedures.

Other things we’d like your help with in order to reduce the risk of transmitting COVID-19:

  • Sanitise your hands when entering the store using the hand sanitiser provided.
  • Avoid paying with cash unless absolutely necessary. Paying with a Chip & PIN card is better but a contactless payment is the best option. Remember that contactless cards can now be used for payments up to £45 and contactless mobile payments have no limit.
  • Avoid touching products you are unlikely to buy.

Shop online

If you are able to order online, please continue to do so. Don’t forget that delivery starts at only £3.95 and is FREE when you spend £50 or more. We also have collect-from-store delivery options so that you can limit the amount of time you spend in store should you prefer to pop in to collect your order.

Let’s get going

It will be a pleasure to have you back in store soon. Thank you for your support, loyalty and understanding at this very difficult time for everyone.

Web orders

Our website continues to operate as normal.

We may be forced to close our warehouse operation if there are too many staff members ill at any one time or if the government requires us to do so. If this happens, we will update the status below.

Service Status
Accepting new web orders Normal (1-5 working days)
Fulfilling web orders Normal
Processing returns 7 working days once received
Find For You Service Slower than normal
Customer services Smaller team operating 9am-3:30pm

Customer services

Our customer services team are currently working from home in response to government advice. Whilst this is the case, we encourage you to contact them using email or web chat before using the telephone. We are certainly accepting telephone calls on the usual number but we are not quite at our usual level of service and are only operating between 9am and 3:30pm.

Returns policy

Due to the requirement for people to stay at home during the coronavirus pandemic, we temporarily extended our returns policy. Items ordered on or after 23rd March 2020 and up to and including 30th June 2020 can be returned within 90 days of receiving them. All orders placed on or after 1st July 2020 must be returned within 28 days of receiving them. Alternatively, if it is to your advantage, we will also accept returns up to 28 days after our stores reopen from their temporary closure which began on 23rd March 2020. All other terms and conditions apply. See our returns page for related information.


Retail stores

All of our retail stores continue to operate as normal.

We may be forced to close stores if there are too many staff members ill at any one time or if the government requires us to do so. If this happens, we will update the status below.

Store Opening times
Cannock Temporarily closed
Nantwich (Wardle) Temporarily closed
Rochdale Temporarily closed

 

We are following government guidance in our stores to minimise the risk of transmitting the disease on our premises. For example, we require members of staff to wash their hands frequently and also to clean frequently those surfaces which are touched regularly throughout the day.

All of our retail stores are now temporarily closed. We will reopen as soon as practically possible but in the meantime, we look forward to serving you online.

Store Status / Opening times
Cannock Temporarily closed
Nantwich (Wardle) Temporarily closed
Rochdale Collect from store only

 

All of our retail stores are now open but the hours of opening have now changed. 

Store Status / Opening times
Cannock Open Tues - Sat 10am - 4pm
Nantwich (Wardle) Open Tues - Sat 10am - 4pm  
Rochdale Open Tues - Sat 10am - 4pm

 

Collect from store

Don't forget that we offer the option to collect web orders from our stores. Some customers may find this helpful if they are particularly vulnerable or simply do not wish to interact with retail stores during the COVID-19 pandemic. To use this service, place your order on the website and select a collect from store delivery option. Please wait for our team to contact you to say that your order is ready and then pop down to your chosen store. You can then call the store directly and the team will be happy to bring your order to your car if you do not wish to go inside.

Please be aware that collect from store orders are packed centrally and despatched to your chosen store for collection. It is not currently possible to place an order online for immediate collection so it's important that you wait for us to contact you to confirm that your order is ready to be collected. 

We have temporarily introduced a 1 Hour Collection Service from our Rochdale store which operates 10am - 4pm Monday - Friday. The 1 hour collection service is not available on a Saturday due to our warehouse being closed. You are able to collect any orders that you have been advised are ready for collection as the stores are open. Please read the details on the dedicated page.

As the status of the collect from store service changes, we'll update it here:

Store Collect from store
Cannock Tues - Sat 10am - 4pm
Nantwich (Wardle) Tues - Sat 10am - 4pm
Rochdale Tues - Sat 10am - 4pm

 

Fitting of safety equipment

We have implemented the recommendations of BETA (British Equestrian Trade Association) for the fitting of riding hats and body protectors. These points form our current policy:

  • Please book an appointment to reduce queuing in store and to avoid disappointment if we are booked up. Go to naylors.com/book-a-service
  • Customers must not use these services if they or anyone in their household is unwell, has COVID-19, is self-isolating or is a vulnerable person with respect to COVID-19.
  • Customers should attend with one other member of their household, if possible, who can assist with fitting and adjusting the product. This will reduce the need for the fitter to get closer than necessary.
  • Customers and their assisting household member must wear a face covering. We can supply face masks at a cost of £1 each. This cost is redeemable against the purchase of a riding hat or body protector.
  • Customers and their assisting household member must wear long sleeves and trousers (t-shirts, shorts and skirts are prohibited).
  • Customers must advise the member of staff serving them if they do not wish to be approached within 2 metres, even when wearing PPE.
  • The member of staff providing the fitting service will wear appropriate PPE.
  • The responsibility remains with the customer for buying correctly fitting safety equipment after taking advice from a member of staff. The usual returns policy will apply such that used items will not be eligible for return unless faulty. Customers will be required to sign a document agreeing to this policy.
 

Fitting of safety equipment and other customer interaction

In the best interests of both our employees and our customers, we have temporarily suspended our full hat and body protector fitting services because of the risk associated with transmitting COVID-19 at the proximity required to carry out these services. Customers can still come to store to ensure they get the correct fit but they will be required to handle the product themselves with a member of staff offering guidance and advice from at least 2 metres away.

We are also asking our employees to maintain a distance of 2 metres from each other and from customers whenever possible to minimise the risk of transmission, particularly because not everyone who is infected shows symptoms. We thank you for your understanding.


Product availability and buying limits

We are not experiencing supply issues on many products so the vast majority of products are available as normal. However, we reserve the right to reduce the size of excess orders to preserve stock availability for other customers. We ask customers to order responsibly.

We are experiencing supply issues on a very limited number of products but the vast majority of products are available as normal.

We have implemented the following policy to allow all customers a fairer chance of buying what they need:

  1. Each customer may purchase a maximum of 5 of a narrow selection of items which are in very high demand (for example, Triscrub).
  2. We reserve the right to reduce the size of excess orders to preserve stock availability for other customers. We ask customers to order responsibly.

We are experiencing supply issues on a very limited number of products but the vast majority of products are available as normal.

We have implemented the following policy to allow all customers a fairer chance of buying what they need:

  1. Each customer may purchase a maximum of 2 of each item. This applies to most items.
  2. Each customer may purchase a maximum of 1 of a narrow selection of items which are in very high demand (for example, Triscrub).

We are experiencing supply issues on a very limited number of products but the vast majority of products are available as normal.

We have implemented the following policy to allow all customers a fairer chance of buying what they need:

  1. Each customer may purchase a maximum of 2 of each item. This applies to most items.
  2. Each customer may purchase a maximum of 1 of a narrow selection of items which are in very high demand (for example, Triscrub).

Please feel free to call your local store directly to enquire about stock availability.

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