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We've temporarily closed our Newcastle upon Tyne retail store but are OPEN as usual for web orders and click & collect orders. Please note dispatch delays and stock issues should be expected. We're dispatching orders as quickly as possible and tracking information will follow once your order has been dispatched. Please see our Covid-19 page for our latest update. Thank you and stay safe đź’š


Covid-19 Update

02.04.20


Dear customers,


We hope you are keeping well and in good health in these uncertain times.


We want to thank everyone who has chosen to shop with us and or recommend us recently. We continue to be overwhelmed by the large volume of orders we are receiving along with lovely comments and emails of thanks from our loyal customers. This means a lot to our small team and is much appreciated so thank you.


We're doing our best to continue to dispatch orders as quickly as possible however our backlog is growing. We've currently dispatched all orders received up to and including Sunday the 29th of March (excluding 2-day delivery zones) and the majority of orders received on Monday the 30th of March (excluding some frozen orders). We're restricted with chilled and frozen orders as these can only be dispatched Monday-Thursday so tomorrow we will be shipping any non-chilled or frozen orders which are outstanding from Tuesday 31st of March onwards and chilled and frozen orders will be shipped again from Monday 6th of April onwards. As always, you will be emailed when your order is dispatched and tracking information will follow once your order is on its way. Please only contact us about your delivery if essential as we're all hands on deck trying to dispatch all orders as quickly as possible within the hours we have available.


Whilst our website was closed for maintenance we have made some vital updates. Firstly, we've updated our check out process to make it easier for you to checkout and find where to apply discount codes and reward points. We've also changed our payment processor and are pleased to confirm we have no issues with our new processor and payments can be taken via credit/debit card (including Amex) or Paypal.


We're working on some fixes to our 'Collect from our Newcastle store' options which will include removing the minimum frozen spend and we'll update you once we've been able to put these fixes in place.


We've set up an FAQ's section on our website to try and minimise the repeat enquiries we are receiving in order to spend more time packing and dispatching orders. Please check it out here.


We'll be receiving another large delivery tomorrow morning so will have lots of new stock on the website by tomorrow afternoon. As always, if the item you require is out of stock, please sign up for an email reminder to know when it will be back in stock instead of calling or emailing us. We currently do not know which items are due to arrive from our suppliers until the deliveries arrive.


Thank you in advance for your patience and understanding and we hope to see you again in the not too distant future.


30.03.20


Dear customers,

We hope you are well and are managing to cope with the changes to our normal routine that Covid-19 has sprung upon us.

Whilst we remain temporarily closed in our retail store we are still operating as usual on our webstore and for Click & Collect orders but please read on for more important information and delivery updates.

Order changes
We are getting a lot of requests for order additions and or changes - unfortunately once orders have been placed they are unable to be amended or have any items added or removed so please make any changes prior to checking out.

Contact free delivery
Our couriers, DPD and Myhermes are offering contact free delivery meaning that you are no longer asked to sign handheld units and the driver will take a photo of your parcel at the point of delivery. There are a range of delivery options available via DPD where you can set up your delivery preferences or set up a safe place. You can also leave a note on the front door telling the driver where to leave your parcel. It is vital you give us an up-to-date email address and contact number so you can track your delivery and so that we can contact you about your delivery if required.

Maximum product restriction
We have introduced a maximum product ordering restriction of 3 of any one item. This is to ensure we have more stock to go around as we have lots of customers who are relying on us in their time of need.

Delivery timeframes
Whilst we are receiving a huge volume of orders we are currently unable to give exact delivery dates. We've currently shipped all orders up to and including orders from the 27th of March (excluding footwear orders) and tomorrow we will be shipping orders from the 28th & 29th of March. We're a very small team and we are working through orders as quickly as possible in the order in which they have been received. As soon as your order has been dispatched we'll send you tracking information to follow your parcel.

Out of stock items
Whilst we continue to receive a large volume of orders, we are facing lots of out of stock items. If you would like to know when a particular item will be back in stock, please up for an email reminder on the product page of the out of stock item and we will email you once new stock is here. We are still receiving deliveries daily and our website stock levels are always up-to-date.

Telephone orders
We are currently unable to place orders via telephone as all hands are on deck picking, packing and dispatching orders as quickly as possible. If you are having difficulty placing an order via the website please contact us via email at cservices@alternativestores.com detailing what the problem is and we'll assist you.

Click & Collect orders
To place a collection order please checkout on the website as usual and in your delivery method please choose 'Collect from our Newcastle upon Tyne store'. We'll then process and pick your order as quickly as possible and email you once your order is ready to collect. We have a bell outside of our shop door, please ring the bell before entering and we'll come and prepare your order for you and have it ready for you to take away. Click & Collect orders are paid for when checking out so collection is contact free. There is no charge for Click & Collect orders.

Our collection hours have changed and are now as follows:
Monday-Sunday 10am-4pm

We will continue to update you on any changes.

Thank you for your support and a huge thank you for your valued orders during this time.


22.03.20

 

Dear customers,


It is with a heavy heart that we have had to accept that our current situation is not manageable and we have decided to close our retail store as of Monday 23.03.20 meaning today is our last day of trading in our Newcastle retail store (online store remains open as usual).

This is for many reasons, the safety of our staff and customers foremost. Please remember that we're still running as usual on our webstore, www.alternativestores.com, and we're encouraging click & collect orders to all of our loyal, local customers. We'll be setting up a counter to collect orders and we'll box them ready for you to take away. Payments for click & collect orders will be taken via the website so there is no payment needed on collection. To place a click and collect order simply choose 'Collect from our Newcastle store' at the checkout and we'll email you once your order is ready to collect.

Our opening hours for our team in the 'warehouse' who are picking, packing, dispatching orders and taking deliveries still remain as usual:

Monday-Friday 9.30am-5.30pm
Saturday & Sunday 10am-4pm

This means click & collect orders can be collected within these hours once we have emailed you to tell you your order is ready for collection.

  • Please place orders via the website rather than by telephone
  • Please do not over-stock on items. We do not have means of setting up a stock restriction on our website so we're please asking you kindly to shop as necessary and think of others in need
  • Sign up for email reminders for any out-of-stock items and we will email you once new stock is here
  • Please expect that next day delivery is not as standard currently and we're working as quickly as possible to get orders to you but we cannot currently give delivery timeframes or expected delivery dates
  • We cannot currently amend or add to orders once orders have been placed

We are still receiving deliveries regularly although we often do not know what is in a delivery until the delivery arrives and our regular delivery days are out of sync. Orders are being picked, packed and dispatched as quickly as possible and you will be emailed once your order has been dispatched.


We will continue to update you on any changes and we hope this is not a long-term closure of the retail store but again, feel this is necessary in order to combat this crisis as quickly and as safely as possible. We thank you in advance for your understanding and co-operation and send you our best wishes during this troubling time.


21.03.20


Dear customers,


As we watch the Covid-19 situation continue to escalate we're getting in touch with another important update. We'd like to apologise in advance if this comes across negatively at such a time where we're all trying to look for the positives (of which there are still many).

Firstly, we'd like to thank all of you who are choosing to shop with us during this hectic time. We're all but aware that there are so many businesses and individuals who are not so lucky at this present time and we send you our best wishes and hope for the future. We're very fortunate to still all be in good health here at Alternative Stores. We're ever-thankful for those on the front line including our NHS staff, who are working tirelessly to look after us in our time of need.

We've increased hygiene and cleaning measures further and all baskets, fridges, handles, door handles, card machines and any surfaces which are contacted are being cleaned regularly. Our staff are aware of the symptoms to look out for and procedures to take and have taken additional hygiene measures.

We are still receiving deliveries regularly although we often do not know what is in a delivery until the delivery arrives and our regular delivery days are out of sync. We're also facing lots of out-of-stock items. Please check the website for current stock levels and sign up for email reminders to know when an item is due back in stock.


As we're running a very busy retail store alongside our web-store we're finding products have occasionally been bought in-store before they have had time to be picked for an online order. If this is the case we're substituting the out-of-stock item with something similar or refunding any out-of-stock items and shipping your order in order to get it to you as quickly as possible - we hope you understand.


As we continue to monitor this situation, we're remaining open as normal (as normal can be) for as long as possible and in order to continue to do so we need your help.


We're a small store with a very hardworking vegan team, all of whom are essential in the everyday running of our store. We're asking for in-store customers to place click and collect orders or online orders for delivery wherever possible. We do not charge a fee for Click and Collect orders, they reserve the stock for you and we'll email you once your order is ready to collect. Orders can be placed on our website, www.alternativestores.com

We'd like to ask the following of you to try and minimise risk wherever possible:

In-store Customers

  • Please do not come into the store if you are feeling at all unwell, we're a very small team and are doing all that we can to be here in this time of need for our local community
  • Please use your own hand sanitiser before entering the store where possible
  • Please come into the store individually and leave other family members outside/in the car where possible
  • Please beware of social distancing and keep your distance from staff and other customers where possible
  • Please do not pick up anything in-store that you do not intend to buy
  • Please pay via contactless or card wherever possible and try and avoid cash payments (we do not have a ÂŁ30 limit on Apple Pay or Android Pay in-store)
  • Please do not over-stock and leave items for other customers in need - we'll kindly ask you to put some items back if required

Online Customers

  • Please place orders via the website rather than by telephone
  • Please do not over-stock on items. We do not have means of setting up a stock restriction on our website so we're please asking you kindly to shop as necessary and think of others in need
  • Sign up for email reminders for any out-of-stock items and we will email you once new stock is here
  • Please expect that next day delivery is not as standard currently and we're working as quickly as possible to get orders to you but we cannot currently give delivery timeframes or expected delivery dates
  • We cannot currently amend or add to orders once orders have been placed

We're aware that a lot of these requests go outside of our human instincts but we feel they are necessary in order to try and control the current situation. We thank you in advance for your understanding and co-operation during this crisis.


17.03.20


Dear customers,

Our responsibilities to respond to the Coronavirus/Covid-19 pandemic are uppermost in our mind. We are receiving daily updates from DPD and My Hermes, our main couriers, as well of course as listening to daily announcements from The World Health Organisation, H.M. Government and other news bulletins. We are continually monitoring not only the health of our staff but also the situation locally and nationally.


So many people are choosing to buy from our shop and we are doing our best to satisfy all orders but the demand is like nothing we were prepared for or could have expected. Luckily at the moment the virus is still fairly rare here in the North East of England and none of our employees are connected with anyone infected with the virus. Keeping our business going in as near a state as normal is, along with the health of our employees and our customers our priority. We all here personally share your concerns and we would like to let you know this sincerely.


Additional precautions have been put into place and we do have adequate stocks of hand sanitiser and soaps for our staff along with increasing our cleaning and hygiene procedures. We’ve held staff meetings to ensure we are all aware of the symptoms to beware of and the procedures to take.


We'd like to ask the following of you in our steps to try and minimise risk wherever possible:


In-store Customers

  • Please do not come into the store if you are feeling at all unwell, we're a very small team and are doing all that we can to be here in this time of need for our local community
  • Please beware of the social distancing guidelines and keep distance from other customers
  • Please do not enter the shop in large groups and leave other family members outside/in the car if possible
  • Please pay via contactless wherever possible and try and avoid cash payments
  • Please do not over-stock and leave items for other customers in need
  • If you are able to order online for delivery or place orders for click and collect, please do so via our website www.alternativestores.com, we'll email you once your order is ready to collect or has been dispatched

Online Customers

  • Please place orders via the website rather than by telephone
  • Please do not over-stock and leave items for other customers in need
  • Sign up for email reminders for any out-of-stock items and we will email you once new stock is here
  • Please expect that next day delivery is not as standard currently and we're working as quickly as possible to get orders to you but we cannot currently give delivery timeframes
  • Orders cannot be amended once placed

We expect many out of stock products from our suppliers and delays on our normal delivery days and timeframes as this crisis continues.


We thank you in advance for your understanding and please do all that you can to minimise risk to yourself in these concerning times.

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