Dear Customers,

We’ve taken the decision to temporarily close our store at the end of today – Monday 23 March. Our website remains open but due to the developing situation with Coronavirus (COVID-19) we feel this is an important step to take to safeguard the health of our customers, team members and wider community. 

We’d like to thank you for the support you’ve shown us during this unprecedented time. Since 1893 Ponsford has prided itself on being a company that puts human relationships first. At this time the best way we can show this is to temporarily keep our physical store closed but remain operational online.

We have instructed core team members to answer any ongoing questions you may have with regards to orders. Following government guidelines to avoid entering people’s homes our delivery and fitting teams have suspended operations until further notice.  

We are advising all customers to primarily direct any enquiries through email: sales@ponsford.co.uk or through our online talk facility.

At this time please look after your own health and the health of your loved ones first.

 

Questions you may have whilst we are closed due to COVID-19 

Can I still shop online?
Whilst you are still able to place an order on our website we are currently unable to advise you of any delivery times or dates whilst the store is closed. Any online orders received whilst we are closed will be noted by management and processed with suppliers once we re-open.

How can I contact Ponsford?
Please contact us through our main email sales@ponsford.co.uk where we have a team working to reply as quickly as we can. You can also message us through our online chat facility. Please be aware that when it comes to checking stock availability or order statuses we will be unable to provide exact answers due to our store closure meaning we cannot accept deliveries from suppliers or schedule out any deliveries.

What do I do if I have an outstanding order?
Once our store is closed we will be unable to give accurate timescales with regards to shipments and deliveries for outstanding orders. We are unable to offer any further updates at this time for individual orders but will do so for every customer once we receive any further information.

We are currently unable to process any cancellations or refunds for existing orders whilst we are closed. We will be in touch with you once we re-open and are able to speak with suppliers. Again please contact us through sales@ponsford.co.uk or our online chat facility should you have any concerns.

When will Ponsford re-open?
We will be following government guidelines when it comes to the re-opening of our store. The most important thing currently is the safety of all our team members, customers and the wider community.

I have a service issue - can I still contact you? 
If you have an issue with any products previously purchased at Ponsford please email us through sales@ponsford.co.uk  We have a team member making a note of any customers who require us to come out and look at any items which may need attention - but at the moment we are unable to book someone to come into your home and can only offer limited advice. 

I’m a supplier – can I contact Ponsford?
Again if you’re a supplier and have a query please email us through sales@ponsford.co.uk